Refund policy

At On The Nose, we're committed to your satisfaction. If you're not completely happy with your purchase, we offer a hassle-free return and refund process. Here's the lowdown:

Refunds and Returns Conditions:

1. Returns Eligibility:

  • Our return policy applies to all products purchased directly from On The Nose only.
  • Returns are accepted within 30 days of the delivery date. If you miss that window, we won't be able to process a return or refund.
  • If you believe the product is faulty or unsuitable for your skin type, our team may request you try the correct method to ensure proper adhesion.
  • Returns or refunds for nose strips and mouth tape will not be accepted if 50% or more of the contents in a single pack have been used. Unopened packets are eligible for a full refund, while opened packets may be considered for a partial refund based on the remaining contents once returned and assessed by our team. If you have any questions regarding returns, please contact us before sending any items back.
  • Any free gifts will also need to be returned and unused. 

2. Return Process:

  • To start a return, email hello@onthenoseco.com within the 30-day return period.
  • Provide your order number, the items you want to return, and the reason for the return.
  • Our customer support team will guide you through the process to submit a return.
  • Pack your items securely along with your original order details for our warehouse team to identify your return.

3. Return/Refund Options:

  • Refund: Once we receive and inspect the returned items, we'll issue a refund to your original payment method within 5-10 business days. (Your bank might take a bit longer to process it on their end.)
  • Exchange: Want a different product? Let us know when you contact customer support, and we'll guide you through the exchange process (depending on availability).

4. Non-Refundable Items:

  • Subscription orders that have been shipped prior to cancellation request.
  • Gift cards or vouchers.

5. Damaged or Defective Items:

  • If you receive a damaged or defective item, contact us immediately.
  • We might ask for photos or more info to assess the issue.
  • Once verified, we'll send a replacement or offer a refund, depending on the situation.

6. Return Shipping:

  • Unless the return is due to our error or a faulty item, you will be responsible for return shipping costs. Please note that in rare cases, nose strips or mouth tape may not be suitable for your skin type, which could affect adhesion. Additionally, improper application can also hinder proper adhesion. These instances do not qualify as product defects.

  • Use a trackable shipping method to ensure your return arrives safely and include your order number for identification.

  • Original shipping charges are non-refundable.

  • To complete the return process, we require a receipt or proof of purchase via email stating the order number, and the product must be returned to the below address:

    On The Nose Co
    2/290 Boundary Street Spring Hill QLD 4000

Important Note: This policy can change, so it's a good idea to check back for updates.

Need Help?

Email hello@onthenoseco.com – we're here to help!

Please be aware that our 30-day guarantee applies solely to your initial order. All refunds will be processed back to the original payment method used, without exceptions.

Thanks,
On The Nose Team