REFUND POLICY 
 
If you are dissatisfied with a product you have purchased, including a Digital Product, you are welcome to request a refund. We make no guarantees that your refund request will be accepted, and ask that you provide all relevant information via info@okkiyo.com.au, including: 

• Your name and email address 
• Your order number and the item/s purchased 
• The reason for your refund request 

Refund requests for Digital Products will be approved or denied at our sole discretion.   

Refunds or exchanges for physical products will also be approved or denied at our sole discretion, however, may be accepted for items that are returned within 30 days of purchase in their original condition. We are unable to provide refunds or exchanges where the incorrect product has been purchased, or when a product has been opened and used, so please ensure that when you place your order, you have made a careful selection when it comes to the details of your order. 

Although our product has been very carefully produced and tested especially for people with sensitive eyes, we can not guarantee that it will work for you or that you will not have a reaction.  Unfortunately there are no products that are perfect for everybody, and it is possible to be irritated by or allergic to any ingredient, no matter how gentle it is.  Please appreciate that we are unable to accept returns of used mascara, although we are extremely disappointed if it doesn't work out for you. 

RETURNS POLICY 

When you receive your order, please thoroughly inspect all products as we cannot accept returns more than 30 days after the date of purchase.   

Please initiate your return request as promptly as possible once you have received your item. In order to initiate a return,  

• Send us an email/enquiry via our contact form and await our response 
• Pack and seal the item/s in their original packaging and post the parcel back to us at the address we provide via registered post (as we cannot be responsible for parcels lost or damaged in transit) 
• For faulty or damaged products, we will organise your refund or replacement within 14 days of receiving your photographs. Please note that timeframes for replacement items are subject to stock availability. 

The sale of any discounted products is final unless the item is proven to be damaged or faulty. 

DAMAGED OR FAULTY PRODUCTS 

We take care to pack your products carefully so that they won't get damaged in transit. If, for whatever reason, they arrive damaged or faulty, we ask that you let us know within 7 days of receiving them in the mail. 

We will arrange for photos of the damaged or faulty product and you can let us know whether you would like us to either send a replacement to you or provide you with a refund. 

CHANGE OF MIND 

Unfortunately we can not process refunds or returns for change of mind.