RETURNS POLICY

30 DAY RETURNS*

We are happy to offer a store credit, exchange, or refund on an item you've purchased from us within 30 days of your order date - simply complete a Returns Request Form below to get started.

Your statutory rights and consumer warranties apply. Here are some of the common return reasons and summary of what to do.

 

Change of Mind

  • Change of mind
  • Ordered more than you needed
  • Took too long to arrive
  • Not the quality you were expecting
No problems, simply complete our returns request below within 30 days of purchase.

Products must be returned in the same condition that you received them, including packaging, tags, labels, etc. in order to be eligible.

Incorrect item received

SORRY! These things happen occasionally, we're only human. We want to fix this for you as quick as possible. You need to complete a returns request below within 7 days of receiving your order and one of our team will contact you to solve it.

Product or parcel damaged on arrival

OH NO! Whilst we do our best to check all items when we pack your order, occasionally items can get damaged in transit. Please complete a returns request below within 7 days of receiving your order and one of our team will contact you to ensure you get what you ordered as fast as possible.

Faulty products or warranty issues

NOOOO! We are very careful in selecting which brands and products we make available to you and work with the best suppliers in the industry. Our products are backed by strong International Manufacturer Warranties and you can rest assured we will work with our suppliers to get you a resolution quickly.

Please complete a returns request within the warranty period and one of our team will contact you to discuss next steps.

Allergic reactions

This is as big a deal for us as it is for you. We want to ensure that you're using the very best products for you and your skin journey.

Please complete our returns request below as soon as possible and we will contact you to discuss next steps. Returns due to allergies must be at least 75% full when they arrive back to us and we will need as much information as possible so that our skin experts can assess against our supplier’s Reaction Returns Guidelines, which often requires photo evidence.

We recommend you stop using the suspected product immediately.

 

Conditions for standard returns

  • Product(s) must be in the same condition that you received them in (including packaging, tags, labels, etc.)
  • If the item you are returning belongs to a set, you must return the set as a whole.
  • If returning an entire order, or part of an order, any promotional item(s) must also be returned (e.g. buy X get Y or free X with purchase over Y, etc.)

Items that cannot be returned for change of mind *

  • Gift cards
  • Equipment and electrical items

 

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RETURNS FAQ's

Here's some information which might help you in deciding about your return.

Will I need to pay for my return postage?

We currently do not offer free returns for standard returns or change of mind. We have a simple returns process and want you to be confident shopping with us. For items received in error or damaged on arrival, we will provide you with reply paid returns label. Simply complete the returns request form to get started.

How long will my return take?

Once you complete your returns request form, you can expect to hear from us within 2-4 days. You're returning your items to us in Sydney which should usually take 2-3 days within Australia and we will assess them within 2 days of arriving. In total, the process is estimated to take about 1 week. If you would like an update on the status of your return, please contact us.

For customers outside of Australia, the returns process is expected to take 10+ business days. We will do our best to process your return as quickly as possible.

What if my change of mind return is not in original packaging / condition

Unfortunately we can't accept returns that aren't in their original, saleable conditions. If we receive your item(s) and they are not in the required condition on assessment, we will return them to your original shipping address. You will be contacted with a shipping notice.
 

What happens I receive a different product than the one I ordered?

We will do our best to solve this for you as quickly as possible. All you need to do is complete a returns request form, provide as much information as possible and we will contact you to discuss options. If the product you received is comparable, one of our skin experts will contact you to confirm.

What happens if I have a reaction to one of the products I ordered?

If you have a suspected allergic reaction to a product, firstly please stop using the product immediately. You need to complete a returns request form and supply as much information as possible for us to assess your return. You can contact us directly if you want to discuss your situation in urgency. 

Our skin experts need as much information as possible to assess your return. This information is gathered to meet our supplier’s Reaction Returns Guidelines, which often requires photo evidence of the reaction and no more than 25% of the product used upon return.

One of the big reasons we offer a Virtual Skin Consultation is to ensure we prescribe you with the best products to suit your needs.

What if my electrical item or equipment has a fault?

You will need to contact us within the manufacturer warranty period for us to assess your return against our supplier warranty guidelines. Simply complete a returns request form and provide as much information as possible for us to assess your return. We may ask you to return the product directly to the supplier.