Returns & Refunds

RETURNS & REFUNDS POLICY

Last updated: 6 November 2026

This policy applies to products purchased directly from ishga Australia Pty Ltd through our online store. If you purchased an ishga product directly from an independent stockist, please contact that stockist in the first instance about its returns process. This does not affect any rights or remedies you may have under the Australian Consumer Law.

We want you to be happy with your purchase. If you have a concern about an order or product, please contact us and we will do our best to assist.

CHANGE-OF-MIND RETURNS

ishga Australia Pty Ltd does not offer refunds or exchanges for change-of-mind purchases.

This includes situations where a customer changes their mind after placing an order, no longer requires the product, or finds that a product does not suit their personal preference or skin type.

We encourage customers to carefully review product descriptions and ingredient lists before purchasing.

This policy does not affect your rights under the Australian Consumer Law. If a product is faulty, damaged, unsafe, incorrectly supplied or does not meet a consumer guarantee, you may be entitled to a repair, replacement or refund.

Your consumer rights apply regardless of whether a product has been opened or used.

FAULTY, DAMAGED OR INCORRECT PRODUCTS

If you receive a product that is faulty, damaged, defective, unsafe or different from what you ordered, please notify us within 14 days of receiving your parcel.

Please provide your order details and, where appropriate, photographs of the issue so that we can assess the matter.

Under the Australian Consumer Law, you may be entitled to a replacement or refund depending on the circumstances and whether the issue amounts to a major or minor failure.

Where a major failure occurs, you may be entitled to choose a refund or replacement.

Where a minor failure occurs, we may offer a replacement within a reasonable time.

If a return is required because of a problem covered by the Australian Consumer Law, we will cover reasonable return costs in accordance with your consumer rights.

The 14-day notification period is a request to help us resolve issues promptly. It does not limit or remove any rights you may have under the Australian Consumer Law.

ALLERGIES AND SKIN SENSITIVITIES

Our products contain ingredients that may not be suitable for everyone.

We publish product ingredient lists on our website and encourage customers to review them carefully before purchasing, particularly if they have known allergies or sensitivities.

A personal sensitivity or allergic reaction does not automatically mean that a product is faulty or that a refund is required under the Australian Consumer Law.

However, if you experience an adverse reaction, please discontinue use and contact us. We will consider your concerns individually and assess whether any consumer guarantees or other legal obligations apply.

Nothing in this policy excludes your rights where a product does not meet the guarantees required under Australian Consumer Law.

HOW TO CONTACT US ABOUT A RETURN OR REFUND

If you believe your product is faulty, damaged, incorrect or does not meet a consumer guarantee, please contact us:

Email: info@ishga.com.au

Please include:

  • Your name.
  • Your order number.
  • The product concerned.
  • A description of the issue.
  • Photographs, where appropriate.

We will review your request and provide instructions on how to proceed.

Please contact us before sending any products back.

REFUND PROCESSING

Once a refund has been approved or is required under the Australian Consumer Law, we will arrange processing within 7 business days where reasonably practicable.

Refunds will generally be made to the original payment method.

Please allow additional time for your bank or payment provider to process the funds.

Any refund will be provided in accordance with your rights under the Australian Consumer Law.

GIFT CARDS

ishga Australia Pty Ltd offers gift cards for use towards eligible purchases through our online store.

Gift cards are subject to the following conditions:

  • Gift cards must be kept secure and treated like cash.
  • Gift cards cannot be exchanged for cash, except where required by law.
  • Any unused balance remains available for future eligible purchases.
  • Gift cards cannot be reloaded or topped up unless expressly stated.
  • Gift cards cannot be refunded simply because the purchaser or recipient changes their mind.
  • Gift cards do not expire.

Lost or stolen gift cards

The safekeeping of gift cards is the responsibility of the purchaser or recipient.

If your gift card is lost, stolen or you believe it has been used without your permission, please contact us as soon as possible. We may be able to assist with cancellation or reissue, subject to verification and the circumstances.

Gift card balances and fees

Any remaining balance can be used towards future eligible purchases. We do not charge post-purchase administration, inactivity or balance enquiry fees on gift cards.

For assistance with a gift card, please contact info@ishga.com.au.

YOUR CONSUMER RIGHTS

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.

Our change-of-mind policy does not affect your statutory rights in relation to faulty, defective, unsafe or incorrectly supplied products.

Email: info@ishga.com.au