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Thank you for shopping at STHK.Beauty! We want you to love your purchase. If you are not entirely satisfied with your order, we are here to help. Please read our policy carefully to understand your rights and our procedures.

1. Order Cancellations & Modifications
Once an order is placed, it is immediately processed through our automated fulfillment system to ensure the fastest delivery possible.
  • No Guarantee of Cancellation: We cannot guarantee any cancellations or modifications (such as address changes or item removals) once an order has been confirmed.
  • Processing Stage: If an order has already entered the "Processing" or "Shipped" stage, it cannot be intercepted or canceled. In such cases, our Change of Mind policy (Section 3) will strictly apply.

2. Eligibility for Returns & Exchanges
In accordance with Australian Consumer Law (ACL), we accept returns or exchanges only under the following circumstances:
  • Damaged or Defective: The item arrived damaged, broken, or has a manufacturing defect.
  • Incorrect Item: The item received does not match your order (e.g., wrong shade, size, or product).
  • Expired Products: The product received has passed its "Best Before" or "Expiry" date.

3. Non-Returnable Items & "Change of Mind"
Due to hygiene and safety reasons and in line with ACCC guidelines, we cannot accept returns for the following:
  • Opened or Used Items: Any items that have been opened, unsealed, or used.
  • Change of Mind: Under Australian Consumer Law, businesses are not required to provide a refund if a customer simply changes their mind. This includes, but is not limited to:
    • Deciding you no longer want or need the items.
    • Finding the same product at a lower price elsewhere.
    • Duplicate purchases (e.g., a family member already bought the item for you).
    • Purchasing the wrong shade, size, or quantity by mistake.
    • Personal preference (e.g., "I don't like the scent" or "The color looks different on my screen").
  • Final Sale: Items on Sale, Clearance, or marked as "Non-refundable."
  • Time Limit: Requests made more than 7 days after the delivery date.

4. How to Start a Return
  1. Contact Us: Within 7 days of receiving your parcel, please contact our team via [WhatsApp/Email] with your Order Number and clear photos/videos of the issue.
  2. Review: We will review your request within 2-3 business days.
  3. Return Shipment: Once approved, please return the item in its original, unopened packaging.
    • If the return is due to our error (damaged/wrong item), STHK.Beauty will cover the shipping costs.
    • For any other approved exceptions, the customer is responsible for the return shipping fee and any associated administrative costs.

5. Refunds & Replacements
  • Replacement: We will prioritize sending a new replacement for damaged or incorrect items.
  • Out of Stock Policy: If an item is out of stock, we will notify you immediately. You may choose to:
    • Receive a full refund for that specific item.
    • Wait for the item to be restocked.
    • Important: Once you have explicitly agreed to wait for a restock, the order is considered confirmed and cannot be canceled or refunded while the restock is in progress.
  • Refund Processing: If a refund is issued, it will be sent to your original payment method. Please allow 7-14 business days for the credit to appear, depending on your bank’s processing time.

6. Final Decision
STHK.Beauty reserves the right to the final decision on all return and refund requests, subject to the consumer guarantees provided under Australian Consumer Law.