Refunds & Returns Policy

At The Garage Reserve, we stand behind the quality of our Australian-made skin and body care range. Our returns policy is built strictly around your rights under the Australian Consumer Law (ACL).
1. Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
  • Major Failure: A product is broken or unusable, differs significantly from its description, or is unsafe. You can choose a full refund or a replacement.
  • Minor Failure: A small issue that can be easily fixed (e.g., a jammed pump mechanism). We will choose to replace the faulty component or product within a reasonable timeframe.
2. Hygiene and Change of Mind Returns
Due to strict hygiene, public safety, and health regulations surrounding skincare and cosmetic products:
  • No Change of Mind Refunds: We do not offer refunds or replacements if you simply change your mind, decide you don’t like the scent, or bought the wrong item by mistake once the product has been opened, used, or the safety seal is broken.
  • Unopened Items: If you ordered the wrong product and it is completely unopened, unused, and in its original, undamaged packaging, please contact us within 14 days of delivery. You will be responsible for the return shipping costs, and a store credit or refund will be issued once we inspect the item.
3. Faulty Goods, Damages, or Adverse Reactions
We formulate our products specifically to handle the grit and grime of trade work, but we understand skin can be unpredictable.
  • Damaged in Transit: If your package leaks, arrives broken, or is damaged during delivery, please take photos immediately and contact us.
  • Adverse Skin Reactions: In the rare event that you experience a severe allergic reaction or skin irritation from a product, discontinue use immediately. Take a photo of the reaction and contact us with details of your skin type and how the product was applied.
4. How to Request a Return or Refund
To start a claim, please follow these steps:
  1. Email Us: Send an email to support@thegaragereserve.com.au within a reasonable timeframe of discovering the fault.
  2. Provide Details: Include your order number, full name, a description of the issue, and clear photographs of the product fault, damage, or reaction.
  3. Assessment: Our Tasmanian team will assess your claim in accordance with ACL guidelines. If approved, we will provide a return shipping label (for faulty goods) and instructions on how to send the item back.
  4. Processing: Once received and inspected, approved refunds will be credited back to your original payment method within 5–7 business days.