Returns Policy

 

At TheGuideliner™, we want you to love your experience and we understand that trying something new can sometimes come with a few hiccups.

Quality Assurance

If you encounter any quality issues with your purchase, please contact us within 5 days of delivery. Email customercare@theguideliner.com with:

  • Your order number

  • A brief description of the issue

  • A clear photo or video

If a fault is confirmed, we’ll happily arrange a replacement at no cost. Refunds or store credits are handled thoughtfully and on a case-by-case basis. Minor cosmetic flaws (like variations or slight imperfections in packaging) do not qualify. Issues caused by incorrect storage, improper use, or not following application instructions are not considered faults.

Satisfaction & Store Credit

Because our products are applied directly to the skin, we’re unable to accept returns due to health and safety regulations. This ensures every customer receives an untouched product.

That said, your satisfaction means everything to us. If you're not fully happy with your order, you're welcome to keep your opened Guideliners, and in some cases, we may be able to offer store credit or another style to try.

Please contact us within 10 days of delivery so we can help.

Most concerns are easily fixed with a small adjustment — visit our tutorials & troubleshooting videos for quick, proven fixes.

Returns & Shipping

We don’t offer refunds for change-of-mind purchases as once a product has been dispatched, we can no longer verify its storage conditions, which means it may no longer be in resellable condition. However, we review all concerns with care and fairness, and we’ll always do our best to make things right if something isn’t working.

If a return is approved, return shipping is the customer’s responsibility. Shipping costs are non-refundable, and any approved refund will apply to the product price only.

 

Australian Consumer Law Compliance

This policy aligns with Australian Consumer Law (ACL). You are entitled to a refund, replacement, or repair only if the product has a major fault or defect. We are not required to offer refunds for change of mind purchases.

 

Need Help?

We’re always here to help, via our web form, live chat, email, and social media. Just reach out and we’ll do our best to find the right solution for you 🖤