Return & Refund Policy

Our Return Window

We accept returns on eligible items within 14 days of the date your order was delivered. To be eligible, your item must be unused, in its original condition, and in the original sealed packaging.

We recommend checking your order promptly upon arrival. If your return window has lapsed, we are unfortunately unable to offer a refund or exchange.

Eligible & Non-Eligible Items

Due to the nature of our products, the following conditions apply:

• Items must be unopened and sealed in their original packaging
• Items must be unused — for hygiene reasons, opened hair colour or beauty products cannot be returned
• A valid proof of purchase (order number or receipt) must be provided
• Items purchased on sale or at a discounted price are final sale and not eligible for return
• Gift cards are non-refundable

How to Start a Return

To initiate a return, contact our customer care team at hello@voono.com.au within your 14-day window. Please include your order number and reason for return.

Once approved, we'll send you instructions on how to return your item. Items sent back without prior authorisation will not be accepted.

Return shipping costs are the responsibility of the customer unless the item is faulty or we made an error. We recommend using a tracked service — we cannot accept responsibility for items lost in transit.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note that your bank or card provider may take additional time to post the refund. Original shipping costs are non-refundable unless the return is due to our error.

If you haven't received your refund after 10 business days, please contact us and we'll look into it promptly.

Exchanges

We only replace items that are defective, damaged on arrival, or incorrectly sent. If this applies, contact us at hello@voono.com.au with photographic evidence within 7 days of receiving your order.

We do not offer exchanges for change of mind or colour selection. We encourage you to review our shade guide and product descriptions carefully before purchasing.

Damaged or Faulty Items

If your order arrives damaged or with a manufacturing defect, please contact us within 7 days of delivery. Include your order number and clear photos of the issue.

We will arrange a replacement or full refund at no additional cost, including return shipping where applicable.

Contact Us

If you have any questions about your return or refund, our team is happy to help.

• Phone: 1800 868 680
• Email: hello@voono.com.au
• Hours: Monday – Friday, 9 a.m. to 4 p.m. AEST