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Returns Policy

Last Updated: October 16, 2025

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At Kjay FX, we craft each special effects makeup and prosthetic with precision and passion—your satisfaction is our top priority! However, due to the custom, hygienic, and artistic nature of our products, our returns policy is tailored to protect both your creation and our Brisbane studio. 

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001. What Can Be Returned?

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We accept returns only for:

Damaged in Transit: Any item arriving broken/crushed – Within 7 days of delivery – Full refund or replacement + return shipping

Design/Manufacturing Fault: Faulty craftsmanship (e.g., tears, poor adhesion—not cosmetic wear) – Within 14 days of delivery – Full refund or replacement + return shipping

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Important:

  • Opened or Used Products Cannot Be Returned—SFX makeup, prosthetics, and adhesives are hygiene-sensitive and custom-fit. Once unsealed or applied, they're yours to transform with!

  • No Change-of-Mind Returns—Custom orders are made-to-order just for you.

  • Non-Faulty Cosmetic Imperfections (e.g., minor air bubbles in silicone) are part of handcrafted artistry and not returnable.

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002. How to Return

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Follow these steps for a smooth process:

  1. Contact Us ASAP: Email kjayfx.mua@gmail.com with:

    • Order number

    • Photos of the damage/fault

    • Reason for return

  2. Get Approval: We'll reply within 24 hours with a Return Authorization (RA) number and free return label (for eligible cases).

  3. Pack Securely: Use original packaging. Include RA number. Do not use if already applied to skin.

  4. Ship Back: Use the provided Australia Post label. Send to: Kjay FX Returns, Brisbane QLD 4000, Australia

  5. Receive Resolution: Once inspected (2-3 business days), we'll issue refund (to original payment method) or send replacement within 5 business days.

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003. Shipping & Costs

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  • Damaged in Transit: We pay return shipping + original shipping.

  • Design Fault: We pay return shipping + original shipping.

  • International Returns: We'll cover duties/taxes on replacements.

  • Non-Eligible: You cover all shipping costs.

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Transit Insurance: All outbound packages are insured—claim directly with Australia Post if needed.

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004. Custom Orders

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  • 3-4 Week Lead Time: Returns don't apply to production delays—communicate specs clearly upfront!

  • Design Approval: We send photos pre-shipment—review carefully to avoid faults.

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005. Exceptions & Exclusions

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  • Perishables (e.g., makeup liquids): No returns after opening.

  • Bulk/Event Orders: Case-by-case—contact us.

  • Misuse Damage: (e.g., improper storage, over-application) not covered.

  • Lost/Stolen Packages: File claim with tracking— we'll assist.

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006. Refunds Timeline

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Approval: 24 hours Inspection: 2-3 business days Refund Processed: 3-5 business days Full Resolution: 7-10 business days total

Refunds exclude shipping unless we caused the issue.

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