Refund policy

Your rights under this policy are additional to, and do not limit, any rights or remedies you may have under the Australian Consumer Law.

CANCELLATIONS

Please note that we are unable to cancel your order once it has been dispatched.

REFUNDS & CHANGE OF MIND

RILANÉA will only accept a return, exchange or refund if the products are returned in their original packaging and condition within 30 days of receiving your order. No refund will be made for products that have been opened, used or is returned in a damaged condition. For change of mind, you will need to pay for return postage.

To return a product, please contact hello@rilanea.com. Please do not send your purchase back to us without first requesting a return. You will be notified by email once your return is accepted with further instructions.

Once we receive your returned item, we will inspect it and notify you via email that we have received it. We will also notify you of the approval or rejection of your refund.

If your return is approved:

  • A credit will automatically be applied to your original method of payment within 7-15 business days.
  • Please note that it may take some time for your bank or credit card company to process and post the refund.

If your return is rejected, we will explain why and ship the item back to you at your expense.

All shipping costs for returns are the responsibility of the customer except when deemed incorrect, damaged or missing products by RILANÉA. We recommend using a tracked and insured service to return the goods as we cannot take responsibility for items damaged or lost in return transit.

INCORRECT, MISSING OR DAMAGED PRODUCTS

RILANÉA is happy to replace any product that is incorrect, faulty or damaged. However, this needs to be reported as soon as possible after the error, fault or damage is identified. Please email us at hello@rilanea.com with your order number in the subject line, include details and photos of your order. 

Depending on the nature of the error, fault or damage, you may be entitled to a replacement product or a refund under the Australian Consumer Law.

REACTIONS

Due to the nature of our haircare products, we do not offer refunds or exchanges for individual allergic reactions or sensitivities. Full ingredient lists are available on each product page, and we encourage customers to review these carefully before making a purchase. If you are prone to sensitivities, we recommend performing a patch test before full application or consulting with your healthcare professional before use.

90 DAY MONEY-BACK GUARANTEE

This is only applicable for our Cryo Glow HairVive Set and Cryo Revitalisation Hair Growth Serum. We are so confident that you will see results using our Cryo Glow HairVive set or Cryo Revitalisation Hair Growth Serum that we offer a full refund at 90 days of the date of purchase if you are not satisfied with the results.

To be eligible for our 90 day money-back guarantee, you must:

  • Use the products for 90 days consistently.
  • Take a clear before picture on the day you start using the products and take another clear photo after 90 days of use.
  • Email our team at hello@rilanea.com with your order number in the subject line and include your dated before and after photos and concerns.
  • Return the product to our Sydney location (you are required to cover the cost of return shipping).

We provide a full refund inclusive of the initial shipping cost to you. To receive a full refund, the customer must return the product and is responsible for the return shipment cost to our Sydney location.

The refund is capped once per product. If you have ordered multiples of the same product, please make sure any other items are returned unused for a full refund.

This guarantee is only open to bona fide customers, who act in good faith and with integrity at all times. RILANÉA reserves the right to cancel the guarantee where we believe the customer has acted dishonestly or fraudulently.

Please note this guarantee is only provided for our Cryo Glow HairVive set or Cryo Revitalisation Hair Growth Serum. This policy will only apply to customer orders that contact RILANÉA within 4 months from the time of purchase.