Refund policy

Returns & Refunds Policy

At Romiie, product safety and quality are our top priorities. Please read our policy carefully before making a purchase.

No Returns or Refunds for Change of Mind

Due to hygiene and safety reasons, we do not offer returns or refunds for change of mind purchases. Once a product has left our facility, we cannot guarantee its storage conditions, meaning it may no longer be in a safe, resellable condition.

Unclaimed or Returned Parcels

If a parcel is returned to us due to failure to collect, refusal, unpaid customs duties, or an incorrect or incomplete address provided at checkout, we are unable to offer a refund.

Due to the nature of cosmetic products and extended transit times, returned items cannot be resold. Re-shipping may be available at the customer's expense, subject to product condition and shelf life — please contact us within 14 days of the parcel being returned to discuss options.

International customers are responsible for understanding and complying with their country's import regulations, including any applicable duties or taxes. Orders refused or abandoned at customs are non-refundable.



Refunds or Replacements for Faulty or Damaged Products

We can offer a refund or replacement only if the product is faulty or damaged upon arrival.

To be eligible:

  • You must contact us within 5 days of receiving the product.

  • Email hello@romiie.com.au with:

    • Your order number

    • Clear photos of the issue

    • A description of the problem

If you fail to report an issue within 5 days, we cannot guarantee that the product was faulty upon arrival and will be unable to offer a refund or replacement. 

What Counts as a “Faulty Product”?

A faulty product means:
• It does not match the advertised description.
• It arrives broken, leaking, or defective (e.g., a pump that doesn’t work).
• It has a major failure that prevents normal use.

A minor cosmetic issue (e.g., slight variations in packaging, small scratches) does not qualify for a refund.

Product Expiry, Colour Changes & Storage Conditions

All self-tanning products contain DHA, which is an active ingredient that naturally oxidises over time. This means:

  • Colour changes (e.g., tan turning green) are a normal sign of oxidation and do not indicate a faulty product. Oxidation will naturally occur once the product is exposed to temperature or air. It is recommended to use products within 4-6 weeks. 

  • Products should be used within 4-6 weeks once received for best results.

  • Tan products must be stored below 20°C, away from direct sunlight or humidity. Refrigeration can extend shelf life but does not stop oxidation entirely.

  • Once the seal has been broken or the product opened, exposure to air begins the natural oxidation process, which may alter the colour or consistency over time. This is not considered a fault. Once the product has been received it is recommended to use the product completely within 4-6 weeks. Romiie will not replace tans that have completely oxidised after this period. 

  • We cannot guarantee product performance if the product has been stored for extended periods (over 4-6 weeks) or exposed to temperature fluctuations, light, or air. The following variables will effect the DHA component within a tanning product. 

  • We are not responsible for any product degradation, discolouration, or separation that occurs after the product has been received, as these are considered storage-related or time-based changes rather than faults. We can only replace products which have oxidised within 5 to 10 days of it being delivered and proof of the seal just being broken can be shown. A tan can oxidise very quickly if stored incorrectly. As we cannot control how you store your tan we can not offer replacements beyond this period. 

Results & Shade Selection

Results from self-tanning products can vary greatly between individuals.
Factors such as skin type, natural undertone, skin preparation, pH balance, skincare routine, and application method all influence the final colour outcome.

While we provide detailed instructions and preparation guides and recommend following our official tanning routine for best results, we cannot guarantee that every customer will achieve the same depth or tone of tan as shown on our social media, website, or marketing materials.

Differences in individual results or satisfaction with shade depth do not qualify for a refund or replacement.
Examples include (but are not limited to):

  • Purchasing a Light/Medium tan and finding the result too light.

  • Preferring a darker shade after using the product.

  • Achieving a different colour outcome than expected.

We encourage customers to review shade guides and descriptions carefully before purchasing to ensure they select the product that best suits their skin tone and preferences.

Misuse & Contamination

We are not responsible for issues caused by improper storage, contamination, or misuse of the product.
If a product has been opened, unsealed, transferred to another container, exposed to heat or light, or used incorrectly, we cannot offer a refund or replacement.

Returns & Shipping

All returns are assessed on a case-by-case basis. Approval is not guaranteed.
If a return is accepted:

  • Customers are responsible for return shipping costs.

  • We may require the return of the faulty item before issuing a replacement or refund.

  • Shipping costs are non-refundable. Approved refunds will apply only to the product price.

Australian Consumer Law Compliance

This policy aligns with Australian Consumer Law (ACL).
You are entitled to a refund, replacement, or repair only if the product has a major manufacturing fault or defect.
We are not required to offer refunds for:

  • Change of mind

  • Improper storage or use

  • Natural degradation over time

  • Results that differ due to individual skin chemistry or incorrect product choice

  • Claims made after the recommended use period

    EU Customers – Right of Withdrawal

    If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

    Exemption for opened products: The right of withdrawal does not apply to goods that have been unsealed after delivery and cannot be returned for hygiene or health protection reasons. As self-tanning products come into direct contact with skin, any product that has been opened or unsealed is exempt from the right of withdrawal. This exemption will be brought to your attention before you complete your purchase.

    How to exercise your right of withdrawal: To withdraw from your order, contact us within 14 days of receiving your items at hello@romiie.com.au with your order number and a clear statement that you wish to withdraw. You do not need to give a reason.

    Return shipping: You are responsible for the cost of returning the goods. Items must be returned unopened and in their original condition.

    Refunds: Once we receive your returned items, we will process your refund within 14 days. Refunds will be issued to your original payment method and will include the standard delivery cost (but not any additional costs if you chose a non-standard delivery option).

    Defective or faulty products: Your statutory rights under EU consumer law regarding defective products are not affected by this policy. If your product is faulty or not as described, please contact us at hello@romiie.com.au within a reasonable time of discovery.


Contact Us

For any issues, please contact our support team at hello@romiie.com.au.

We appreciate your understanding and thank you for choosing Romiie.

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