Refund policy

Returns & Refund Policy

TM Apex Holdings Pty Ltd (ABN 51 677 689 422), trading as Yen Aura ("we", "us", "our"). Effective 28 April 2026.

This Policy is in addition to — and does not exclude or limit — your rights under the Australian Consumer Law (ACL). A summary of those rights appears at the end of this Policy.

90-Day Money Back Guarantee (First Order Only)

Skin does not change in two weeks. It changes over cycles. That is why we ask you to give your routine a full 90 days before you decide, and why we carry the risk for that whole time instead of asking you to.

If you have used your first order consistently for 90 days and you are not happy with it, we will refund 100% of what you paid, including GST, less any discounts already applied.

This is a goodwill guarantee offered in addition to your rights under the Australian Consumer Law. It applies to your first order only. It does not limit, replace or exclude your ACL rights. If a product is faulty, unsafe, or not as described, you do not need to wait 90 days. Contact us straight away and we will sort it out.

How to claim:

  1. Use your products consistently for at least 90 days from your delivery date.
  2. Between day 90 and day 100 after delivery, email support@yenaura.com with your order number and a short note on what you experienced.
  3. Send a photo of your used containers. You do not need to ship anything back.
  4. We refund to your original payment method within 7 business days.

One claim per customer and per household. Original shipping charges are not refunded. Subsequent orders remain covered by your ACL rights.

Damages and Issues

Please inspect your Order on arrival. If anything is broken, damaged, or you have received the wrong item, contact us within 7 days of delivery so we can investigate and arrange a replacement, repair, or refund as appropriate. Where the issue is covered by an ACL guarantee, we will cover the return shipping cost.

Exchanges

The fastest way to receive a different product is to return your existing item and place a new Order for the item you want. If you would prefer a direct exchange, contact us and we will let you know whether it is possible for your item.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved. If approved, the refund will be processed to your original payment method within 5 business days. Your bank or card issuer may require additional time to post the refund to your account.

Refunds for the original shipping cost are made only where the return is due to a fault or breach of an ACL guarantee.

Items Not Eligible for Refund Under the 90-Day Guarantee

  • Claims made before day 90 from the delivery date, as the guarantee requires a full 90-day trial
  • Claims made more than 120 days after the delivery date
  • Claims without proof of use, such as a photo of your used containers
  • Claims without proof of purchase (invoice or order number)
  • Orders other than your first Order (your rights under the Australian Consumer Law still apply to every order)
  • More than one claim per customer or per household

Order Cancellation

You may cancel a one-off Order at any time before it has been dispatched, for a full refund. Email us with your Order number as soon as possible. Once an Order has been dispatched, it cannot be cancelled — you may instead return it under the 60-Day Money-Back Guarantee or your ACL rights for faulty goods. We may cancel or decline an Order at our discretion (suspected fraud, out-of-stock, pricing or description errors, undeliverable address, or breach of these policies); where we cancel, we will refund any amount charged within 5 business days.

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 to 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. Where goods are faulty or otherwise breach a consumer guarantee, we will reimburse reasonable return shipping costs upon receipt of the returned goods and proof of postage.

Contact

Questions about a return? Email support@yenaura.com.