Refund policy

Returns & Refunds Policy:

 

We will happily refund an order that has not been dispatched (less any transaction fees) charged by financial institutions.

 

Due to the nature of cosmetic products, we are unable to process a return if the item has been opened. In order to be eligible for a return, the product must be in the same condition that you received it and in its original packaging unopened and undamaged. We do not accept returns for a change of mind, or if your product has been opened or unboxed. When the packaging is returned to our warehouse it is stored in quarantine location within the warehouse for processing and usually there is a handling period required of up to 7 days from the date of receipt by our warehouse.

 

During this time both the product and packaging are inspected in order to confirm that they are still in merchantable standards. If the product has been opened or damaged, we cannot process the refund or return, and the buyer will be given the option to have it shipped back at buyer’s expense as per our advertised shipping costs. If the packaging has been damaged and is not in a presentable manner by the time it reaches our warehouse, we will be unable to process a return or refund.

 

To start a return, contact us at info@skinlab.com.au and we’ll send you detailed return shipping instructions on where to send your package. Shipping costs for returns are borne by the buyer and will be deducted from your refund amount. All unopened products are eligible for return within 7 days of delivery. For our SKINLAB® products this means that the product must still be wrapped up in its clear wrapping, and in the branded box to be eligible for return with the adhesive seal still intact and must be returned in the original packaging.

 

To initiate a return, please attach a picture of your unopened product(s) and email it to us.

 

Please note:

 

Returns do not apply to Sale items.

 

Refunds only apply to the cost of products (unless the products have not been shipped) any shipping fees incurred are excluded from our refund policy post shipment as these would have been already exercised and paid to the nominated shipper.

 

We do not cover any Paypal or credit card transaction reversal fees that may be applied by any credit institution to the purchase and these usually cost around 2.5%, this is the customers responsibility and will be calculated for each order.

 

Shipping costs become applicable on all free shipping items or orders. That is to say if you free shipping was applied to your item and it was delivered, however you have chosen to engage a return, exchange, cancellation, credit note request or refund the original shipping fees incurred by us become due and payable against any credit or refund issued.

 

We have a strict 7-day return policy, which means you have 7 days after receiving your item to request a return.

 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

 

Returns will need to be sent to the following address:

 

TIFS 3PL Warehouse

c/o Skinlab Australia

Warehouse 1B/35 Stennett Rd,

Ingleburn NSW 2565

 

Returns must be labelled with the order number and senders details.

 

Please do not ship products to our warehouse without first contacting us so that we can flag this return as returning an item without prior notice leads to items potentially being lost. If your return is accepted, it will be your responsibility to organise for and ship the return at your cost. Items sent back to us without first requesting a return will not be accepted.

 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Exceptions / non-returnable items Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

 

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges:

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds:

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@skinlab.com.au

 

Refunds for change of mind or buyer remorse will be considered at the discretion of Skinlab Australia.

 

In Summary:

1. Transaction fee 2.5%

2. Cancellation fee $5.00 per order

3. Restocking fee $5.00 per order

3. Carton fee $5.00 per product (only if required)

4. Shipping costs if incurred excluded from refund