Refund policy
Last updated: 10 August 2026
We want you to feel confident when purchasing BEFOURE. This policy explains how refunds, returns and replacements are handled.
Because BEFOURE Lash Serum is a cosmetic product applied directly to the lash line and eye area, we have specific hygiene and safety requirements for returned products.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL) or other applicable Australian laws.
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1. CHANGE OF MIND
BEFOURE does not accept change-of-mind returns.
This includes circumstances where you:
- Change your mind after purchasing
- Decide you no longer want the product
- Order the wrong product
- Do not like the product after opening or using it
- Decide the product is not suitable for you after purchase.
Because BEFOURE Lash Serum is a hygiene-sensitive cosmetic product intended for use around the eyes, we cannot accept products that have been opened or used for resale or hygiene reasons.
This change-of-mind policy does not affect your rights under the Australian Consumer Law.
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2. HYGIENE & SAFETY
BEFOURE Lash Serum is applied directly to the lash line and eye area.
For hygiene and safety reasons, opened or used products cannot be returned for a change of mind.
We cannot resell products that have been opened or used.
Please ensure you read the product directions and any relevant product information before opening and using your BEFOURE Lash Serum.
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3. DAMAGED PRODUCTS
If your BEFOURE order arrives damaged, please contact us as soon as possible.
Email:
Please provide:
- Your full name
- Order number
- A description of the damage
- Photographs of the product
- Photographs of the packaging where relevant.
We recommend contacting us within 7 days of delivery so we can investigate the issue promptly.
Where the product has been damaged before or during delivery, we will arrange an appropriate remedy, which may include a replacement or refund.
Your rights under the Australian Consumer Law are not affected if you contact us outside this timeframe.
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4. INCORRECT PRODUCT
If you receive a product that you did not order, please contact us at:
Please provide your order number and photographs of the product received.
Where BEFOURE has supplied the incorrect product, we will arrange an appropriate remedy, which may include a replacement or refund.
We will provide instructions regarding the return of the incorrect product where necessary.
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5. FAULTY OR DEFECTIVE PRODUCTS
If you believe your BEFOURE Lash Serum is faulty or defective, please contact us.
A product may be considered faulty where it does not meet applicable consumer guarantees under Australian law.
Depending on the circumstances and the nature of the issue, you may be entitled to:
- A replacement
- A repair, where applicable
- A refund
- Another remedy required under the Australian Consumer Law.
We may ask for reasonable information, photographs or other evidence to help us assess the issue.
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6. ALLERGIC REACTION OR SENSITIVITY
BEFOURE Lash Serum is designed for use around the eye area.
Individual sensitivities and allergic reactions can occur with cosmetic products, even where a product has undergone appropriate testing.
If you experience irritation, redness, swelling, burning, itching, discomfort or an allergic reaction:
Stop using the product immediately.
If symptoms are severe, persistent or concerning, seek appropriate medical attention.
Please contact:
and provide your order number and details of your experience.
Allergy or sensitivity-related requests will be assessed individually.
Depending on the circumstances, BEFOURE may offer a refund, replacement, store credit or another appropriate remedy.
Nothing in this section limits your rights under the Australian Consumer Law.
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7. HOW TO CONTACT US ABOUT A RETURN OR REFUND
If you believe your order is eligible for a refund, replacement or other remedy, please email:
Please include:
- Your full name
- Order number
- Date of purchase
- Description of the issue
- Photographs where relevant.
Our customer service team will generally respond within 1–2 business days.
Please do not send a product back to us without first contacting BEFOURE and receiving return instructions.
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8. RETURN SHIPPING
Where a return is required because BEFOURE supplied a damaged, defective or incorrect product, we will provide instructions regarding return shipping.
For any return that BEFOURE agrees to accept outside of a legal requirement, we will advise you of the applicable return postage arrangements before the return is made.
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9. REFUND PROCESS
If a refund is approved, it will generally be processed to the original payment method used for the purchase.
Once BEFOURE has processed your refund, it may take approximately 5–10 business days for the funds to appear in your account, depending on your bank, card provider or payment provider.
BEFOURE cannot control processing times imposed by banks or third-party payment providers.
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10. SALE & PROMOTIONAL PRODUCTS
Sale and promotional products are subject to the same consumer guarantees as full-price products.
Being purchased on sale does not remove your rights under the Australian Consumer Law.
BEFOURE does not accept change-of-mind returns for sale or promotional products.
Where a sale or promotional product is faulty, defective, damaged, incorrectly supplied or otherwise does not meet an applicable consumer guarantee, an appropriate remedy will be provided in accordance with Australian law.
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11. AUSTRALIAN CONSUMER LAW
BEFOURE complies with the Australian Consumer Law.
The Australian Consumer Law provides consumers with certain guarantees regarding products purchased from Australian businesses.
Depending on the circumstances, products must generally be:
- Of acceptable quality
- Safe
- Fit for their intended purpose
- As described
- Durable for a reasonable period having regard to the nature of the product and other relevant circumstances.
If a product does not meet an applicable consumer guarantee, you may be entitled to a remedy.
The remedy available may depend on whether the problem is considered a major failure or a minor failure.
Nothing in this Refund & Returns Policy is intended to exclude, restrict or modify any rights or remedies you have under the Australian Consumer Law.
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12. PROOF OF PURCHASE
We may request reasonable proof of purchase before processing a refund, replacement or other remedy.
Proof of purchase may include:
- Order confirmation
- Receipt
- Tax invoice
- Order number
- Other reasonable evidence of purchase.
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13. PRODUCTS PURCHASED FROM THIRD PARTIES
This policy applies to products purchased directly from BEFOURE.
If you purchased a BEFOURE product through an authorised third-party retailer or another seller, please contact the business you purchased from regarding its return process.
Your rights under Australian Consumer Law may still apply.
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14. CONTACT BEFOURE
For all refund, return or product-related enquiries, please contact:
BEFOURE
Email: hello@befoure.au
Website: www.befoure.au
We aim to respond to customer enquiries within 1–2 business days.