Refund policy
Return & Exchange Policy
At The Skin Lab, we believe that a skincare experience should feel safe, supported, and
guided by professionals. For this reason, our return and exchange policy is designed to
be clear, flexible, and fully aligned with the Australian Consumer Law (ACL), ensuring
your peace of mind during both online and in‑clinic purchases.
1. Change of Mind Returns and Incorrect Product
When your needs change, we’re here to support you.
You may request a change within 7 days of your in‑clinic purchase or receiving your
online order.
Applicable cases
- Change of Mind
- Exchange Product
- Purchase error or incorrect product
Conditions
- The product must be unopened, unused, and in its original packaging.
- You must provide your order number or proof of purchase.
- Sale or clearance items are not eligible for returns.
Available Options
- Exchange for another product
- Store credit
- Refund (only if the product is completely unopened; shipping or return costs will be deducted)
Our team will assist you in choosing the option that works best for you.
2. Skin Reactions or Allergies
Your wellbeing is our priority.
We understand that every skin type responds differently. If you experience a reaction:
1. Discontinue use immediately
2. Seek medical attention if needed
3. Report the reaction within 30 days of purchase at the clinic or receiving your online order
Possible Solutions
- Exchange for another product
- Store credit
- Partial or full refund, depending on the evaluation
Requirements
- Photos or video of the reaction
- A detailed description of how the product was used (amount, frequency, method
- of application) and product characteristics (Scent, Colour, Texture)
- The product must be at least 80% full
Each case is assessed with clinical sensitivity and personalized care.
3. Defective Product or Packaging Damaged
We ensure quality in every order.
If you receive a damaged, faulty, or defective product, please contact us within 30 days
of purchase or delivery.
Solutions
- Replacement of the product
- Full refund
Requirements
- Photos or videos clearly show the defect or damage, including packaging.
- A brief description of the issue: Defective Product (Scent, Colour, Texture) or Packaging Damaged (e.g. lid, pump, leaking, bottle)
- The product must be at least 80% full
4. Evidence & Validation
To process any return or exchange request, we require:
- Clear photos and/or videos
- A complete description of your case (Return & Exchange Product Form at the clinic, Online Return Form on the website or Request sent to orders@theskinlab.com.au)
This information allows us to evaluate the situation accurately and communicate with our suppliers or courier partners when necessary.
5. How to Submit a Request
We aim to make this process simple, respectful, and supportive.
Step 1: Contact Us
Official email: orders@theskinlab.com.au
Please include:
- Reason for the return or exchange.
- Order number or proof of purchase.
- Photos and/or videos as evidence.
Step 2: Based on Your Purchase Type
➢ In‑Clinic Purchases
You may submit your return at:
The Skin Lab Clinic
Level 12, Morris Towers
149 Wickham Terrace
Spring Hill QLD 4000
- Do not leave products unattended.
- Hand them directly to a member of our Customer Care team.
- Complete the return and exchange product form available at reception.
- Some returns require assessment; the credit or refund may not be issued immediately.
➢ Online Purchases
You can begin your request in two ways:
1. Email us at orders@theskinlab.com.au with your request and attached evidence,
or
2. Complete the online return form available on our website, attaching the same evidence.
If your request is approved:
- You will receive a prepaid return shipping label and instructions.
- Please pack the product carefully and follow the steps provided.
Step 3: Confirmation
You will receive an email confirming your request has been received.
Step 4: Assessment
Our team will conduct an internal and clinical review and evaluation.
If needed, we may consult with suppliers or the delivery carrier.
Step 5: Resolution
Within 7 to 15 business days, you will receive:
- Approval or reject your request.
- Instructions and the next steps.
Some returns or exchanges reported at the clinic can be resolved immediately,
depending on the case. Others will need to be escalated for validation and approval.
6. Shipping Costs (Online Orders)
Preparing to return your item, here are the steps to follow:
- Pack your item carefully so it reaches us safely.
- Following the instructions emailed to you, print your return shipping label (if applicable) and tape it securely to the front of the box.
- Drop off the parcel at any Australia Post outlet, a free‑standing post office box or your parcel locker.
- Return shipping costs are the responsibility of the customer unless:
- The product is defective or damaged.
- There was an order error.
- A validated adverse reaction has occurred.
Important:
Refunds are processed to the original payment method.
Sale or clearance items are not eligible for returns.
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 personalised 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.
Refunds and Exchanges for gift cards or vouchers
Change of mind refunds are not available for gift cards or vouchers.
Nothing in this policy excludes your rights under Australian Consumer Law.
Where a refund is required under law, it will be issued to the original purchaser and to the original payment method only.
For fraud prevention, we may require photo identification and verification of the original transaction, particularly for contactless payments.
Refund requests may take 24 hours to process and up to 7 days where verification checks are required.
