Last updated: 14 September 2026
At The Skin Wellness Hub, we want you to be confident when purchasing skincare products from our online store.
This Refund and Returns Policy applies to physical products purchased through The Skin Wellness Hub online store. It does not apply to consultations, treatments, procedures, appointments or other in-clinic services, which are subject to separate booking, cancellation and treatment terms.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
We accept change-of-mind returns within 7 days of delivery, provided that the product:
For hygiene and product integrity reasons, we cannot accept a change-of-mind return once a skincare or personal care product has been opened, used or had its protective seal removed.
Please contact us before returning an item so that we can provide the appropriate return instructions.
We are unable to accept change-of-mind returns for:
These exclusions apply only to change-of-mind returns and do not affect your rights under the Australian Consumer Law where a product is faulty, unsafe, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee.
If you receive a product that is:
please contact us as soon as reasonably possible at [email protected].
For products that arrive visibly damaged in transit or where an incorrect product has been supplied, we ask that you contact us within 7 days of delivery where possible so that we can investigate the matter promptly.
This requested notification period does not limit any rights you may have under the Australian Consumer Law.
To help us assess the issue, please provide where reasonably possible:
We may reasonably inspect or assess a product before providing a remedy.
Where a product has a major failure under the Australian Consumer Law, you may be entitled to choose between a replacement or refund.
Where a product has a minor failure, we will provide the remedy required by the Australian Consumer Law within a reasonable period.
Products returned because they are faulty or otherwise fail to meet a consumer guarantee do not need to be unopened or in their original packaging.
Skincare products contain active ingredients and other substances that may not be suitable for every individual.
We encourage you to review the product ingredients, directions and warnings carefully before purchasing or using a product and to seek professional advice if you have known allergies, sensitivities or concerns about whether a product is suitable for you.
An individual sensitivity, intolerance or allergic reaction does not automatically qualify as a change-of-mind return where the product itself is not faulty.
However, nothing in this section limits your rights under the Australian Consumer Law where, for example, a product is defective, contaminated, unsafe, incorrectly labelled, materially different from its description or otherwise fails to comply with an applicable consumer guarantee.
If you experience a significant or unexpected reaction to one of our products, please stop using the product and contact us.
Please email:
and provide:
We will provide you with the appropriate return instructions.
Please do not send products back without first contacting us, as this may delay the processing of your return.
Once an eligible return has been received and assessed, we will notify you of the outcome.
Approved refunds will be returned to the original payment method used for the purchase.
We aim to process approved refunds within 14 business days of receiving and assessing the returned product. Your bank, card provider or payment provider may require additional time for the funds to appear in your account.
Where payment was made using Afterpay or another third-party payment provider, the refund will also be subject to that provider’s processing procedures and timeframes.
Change-of-mind returns
For an approved change-of-mind return:
We recommend using a tracked postal or courier service, as we cannot be responsible for change-of-mind returns that are lost or damaged before reaching us.
Faulty, damaged or incorrectly supplied products
Where a product is confirmed to be faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee, we will cover or reimburse reasonable return shipping costs where required.
Please retain any postage or shipping receipts.
If you would prefer an exchange rather than a refund, please let us know when contacting us.
Change-of-mind exchanges are subject to the eligibility requirements above and product availability.
Your rights regarding faulty products remain subject to the Australian Consumer Law.
Products purchased during a promotion, using a discount code, or at a reduced price remain protected by the Australian Consumer Law.
We may exclude clearly identified clearance or final-sale products from our voluntary change-of-mind policy, but this does not affect your rights where the product is faulty or otherwise fails to meet a consumer guarantee.
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
Depending on the circumstances, if a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy.
Nothing contained in this Refund and Returns Policy is intended to exclude, restrict or modify those statutory rights.
If you have questions about a return, refund or product you have received, please contact us before sending anything back.
The Skin Wellness Hub
Email: [email protected]
Phone: (02) 4633 9091
We will be happy to assist you.
Sign up to get exclusive updates and a launch offer tailored to your skin health journey.
