Returns & Exchanges Policy

Our Returns Policy

At NORTHSTAR, we want you to be completely satisfied with your purchase. If you're not happy with your order, we offer a 30-day return policy for eligible items. This policy is in addition to your rights under the Australian Consumer Law.

Under the Australian Consumer Law, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Eligibility for Returns

How to Return an Item

To initiate a return, please follow these steps:

1. Contact Us: Email our customer service team at [email protected] with your order number and reason for return. Include photos if the item is damaged or faulty.
2. Receive Approval: Our team will review your request and provide a Return Merchandise Authorization (RMA) number and return instructions within 2 business days.
3. Pack Your Item: Securely pack the item in its original packaging (if available) along with all accessories and documentation. Include the RMA number on the outside of the package.
4. Ship the Item: Send the package to the address provided in your return authorization. We recommend using a tracked shipping service.
5. Receive Your Refund: Once we receive and inspect your return, we will process your refund within 5-7 business days.

Return Shipping Costs

Return shipping costs depend on the reason for return:

• Our Error: If we sent the wrong item or a faulty product, we will cover the return shipping costs and provide a prepaid shipping label.
• Change of Mind: If you're returning an item because you changed your mind, you are responsible for return shipping costs.
• Exchanges: We offer free standard shipping on exchanges for items of equal or greater value.

Refund Process

Once your return is received and inspected:

• We will notify you via email of the approval or rejection of your refund
• Approved refunds will be processed to your original payment method
• Refunds typically appear in your account within 5-10 business days, depending on your bank
• Original shipping costs are non-refundable (unless the return is due to our error)

Exchanges

If you would like to exchange an item for a different product:

• Contact us to request an exchange
• The replacement item must be of equal or greater value
• If the replacement item costs more, you will need to pay the difference
• If the replacement item costs less, we will refund the difference
• Exchanges are subject to product availability

Damaged or Faulty Items

If you receive a damaged or faulty item:

• Contact us within 7 days of delivery
• Provide photos of the damage or fault
• Keep all original packaging until the issue is resolved
• We will arrange a replacement or full refund at no additional cost to you

Allergic Reactions

While our products are dermatologically tested and suitable for most skin types, individual reactions can occur. If you experience an allergic reaction:

• Discontinue use immediately
• Seek medical advice if necessary
• Contact us to discuss your options
• We assess allergic reaction returns on a case-by-case basis

We recommend performing a patch test before using any new skincare product.

Gift Returns

If you received an item as a gift:

• Contact us with the order number (if known) or gift receipt
• Gift returns will be issued as store credit or exchange
• The original purchaser will not be notified of the return

Sale Items

Items purchased on sale or with a discount code are eligible for return under the same conditions as full-price items, unless marked as "Final Sale". Final Sale items cannot be returned or exchanged unless they are faulty.

Contact Us

For any questions about returns or to initiate a return, please contact us: