Effective Date: 9 June 2026
At PASQ, we take great care in creating and packaging every order. We hope you love your purchase, however we understand that occasionally a return may be necessary.
This Returns & Refunds Policy applies to all purchases made through PASQ and should be read alongside our Terms & Conditions.
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
For all return, refund or replacement enquiries, please contact:
PASQ
Luminosita Pty Ltd
ABN 46 698 569 649
Email: info@pasq.com.au
Please include your order number, details of the issue, and photographs where relevant.
Due to the nature of our products, we do not offer refunds for change of mind purchases.
Please choose carefully before placing your order.
If you receive an item that differs from what you ordered, please contact us within 3 days of delivery.
Once verified, we will arrange for the incorrect item to be returned and will provide either:
PASQ will cover any reasonable return shipping costs associated with our error.
While every order is carefully packed, damage can occasionally occur during shipping.
If your order arrives damaged, please contact us within 3 days of delivery and provide:
Once assessed, we will arrange either:
If you believe a product has a manufacturing fault, please contact us as soon as possible after discovering the issue.
We may request photographs or ask for the product to be returned for inspection.
If the product is confirmed to be faulty, PASQ will provide a remedy in accordance with the Australian Consumer Law, which may include:
For hygiene and safety reasons, PASQ hair brushes, scalp massagers, hair towels and other personal care accessories cannot be returned, exchanged or refunded if they have been opened, used or tested, unless they are faulty or required to be returned under the Australian Consumer Law.
We are unable to resell used personal care items and appreciate your understanding.
If you accidentally purchase the wrong item, we may offer a store credit provided that:
Return shipping costs for incorrect purchases are the responsibility of the customer.
Store credits are issued at PASQ’s discretion once the returned item has been received and inspected.
Sale, promotional and clearance items are considered final sale and cannot be returned for change of mind.
This does not affect your rights under the Australian Consumer Law if the item is faulty, damaged or not as described.
All returned items may be inspected upon arrival.
Where a return is requested due to a fault, damage or defect, PASQ reserves the right to conduct a quality assessment before approving a replacement, repair or refund.
This helps ensure that the most appropriate resolution is provided.
We recommend retaining proof of postage until your return has been processed.
PASQ cannot be responsible for items lost in transit during return shipping.
PASQ will cover reasonable return shipping costs where:
For all other approved returns, return shipping costs are the responsibility of the customer.
Once your return is received, please allow 3–5 business days for assessment and processing.
Approved refunds will be issued to the original payment method used for purchase.
Depending on your financial institution, funds may take additional time to appear in your account.
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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
PASQ reserves the right to update this Returns & Refunds Policy at any time.
Any changes will take effect immediately upon publication on our website.
