Returns, Refunds & Exchanges

At Tita Guapa’s House of Beauty Products, we want you to feel happy and confident shopping with us. If there’s an issue with your order, we’re here to help and will always do our best to assist you fairly.

We accept return or exchange requests within 7 days from the delivery date, based on Australia Post tracking.


📌If your return is approved, you may choose:

  • an exchange for another product, or
  • a refund to your original payment method


📌To be eligible for a return or exchange, items must:

  • be in their original packaging
  • be unused
  • have no visible signs of wear or use


📌Items That Cannot Be Returned or Exchanged

The following items are not eligible for return or exchange:

  • sale or discounted items
  • opened or used products
  • items not in original packaging
  • items with visible signs of wear or use

 

📌Change of Mind

Changed your mind? That’s okay.

Please let us know within 3 days of delivery if you would like to return an item because you no longer want it.

Please note:

  • items must be unused and in original packaging
  • return shipping costs are to be paid by the customer
  • if your order originally qualified for free shipping, the shipping cost we paid will be deducted from your refund
  • approved returns must be sent back within 7 days after return approval
  • once we receive the returned item and confirm it is in good condition, refunds are usually processed within 24–48 hours


📌If You’re Not Satisfied With a Product

We provide product photos and descriptions for general information only. As we are a reseller of various brands and not the manufacturer, we encourage customers to do their own research before purchasing, including checking ingredients, product purpose, and suitability for their needs.

For hygiene and safety reasons, we do not offer refunds or exchanges for opened or used products, including when the customer later decides the product is not suitable for them.


📌Cancelling an Order

Orders can only be cancelled if they have not yet been dispatched.

If your order has not been shipped yet:

  • we can cancel it
  • your refund will be processed to your original payment method within 48 hours

If your order has already been dispatched:

  • cancellation is no longer possible
  • if you would like the parcel redirected or returned, you will need to contact Australia Post directly to arrange this

 

📌Damaged Items or Leakage During Shipping

We pack all orders carefully and do our best to protect your items during transit. However, some liquid products may occasionally experience minor leakage due to pressure changes, temperature fluctuations, or rough courier handling during shipping.

To help reduce this risk, we use extra wrapping, secure seals, and careful packaging.

 

📌Minor leakage

If there is only minor leakage, the product is generally still safe to use.

 

📌Significant damage or leakage

If your item arrives with significant leakage or damage, please contact us as soon as possible with clear photos and/or videos, and we’ll review the issue and help where we can.

 

📌Outer Packaging / Box Condition

Some products may arrive with slight dents, small tears, or wear on the outer box due to shipping, customs inspection, or courier handling. This can sometimes happen with products such as:

  • drinks in boxes
  • rejuvenating sets
  • beauty bundles or boxed sets

As long as the actual product inside is intact and undamaged, this is not considered a product fault.

If you would still like to return the item for this reason, it will be treated as a change of mind return.

 

📌Delayed Parcels

Once your parcel has been handed to the courier, delivery times are outside our control.

We are unable to provide refunds for delays caused by Australia Post or other couriers. However, we are more than happy to help you lodge an inquiry or follow up on your parcel.

 

📌Delivered but Missing or Stolen Parcels

If your parcel is marked as delivered but you cannot find it, please contact us as soon as possible.

Please note:

  • once a parcel is marked as delivered, it is considered completed by the courier
  • Australia Post may consider a mailbox a valid delivery spot if the parcel fits securely
  • we are unable to automatically replace or refund parcels believed to be stolen after delivery

 

That said, we’re still happy to help by:

  • lodging an inquiry with Australia Post
  • assisting you with the delivery investigation process where possible

  • if Australia Post investigates the delivery and determines that the parcel was left in an unsafe place, they may be able to offer compensation.

    If compensation is approved by Australia Post, we can then arrange either:

    • a refund, or
    • a replacement, depending on the outcome and your preference

In some cases, stolen parcels may also need to be reported to the police, and any available camera or CCTV footage may help support your case.


📌How to Request a Return, Refund or Exchange

To get started, please contact us via:

  • Email: titaguapainfo@gmail.com
  • our website contact us page
  • our social media inbox

 

Please include the following details:

  • your full name
  • your contact number
  • your order number
  • the item(s) involved
  • the reason for your request
  • clear photos or videos as proof, where needed

 

Final Note: 

We truly appreciate your support of our small business. Every request is reviewed carefully, and we’ll always do our best to help in a fair and reasonable way.