Shipping policy

WEBSITE TERMS OF SALE

  1. APPLICATION OF TERMS

Thank you for visiting our website. This website is owned and operated by Cutolab Pty Ltd (trading as The Skin Lab), ABN: 41 644 545 700.

By accessing and/or using our website and services, you agree to be bound by these Terms. If you do not agree to these Terms, you are not authorised to access and use the Website, and you must immediately stop doing so.

These Terms apply to your use of www.theskinlab.com.au (the “Website”).

You agree to be bound by these terms and conditions.

We reserve the right to withdraw or amend the content on our Website at any time without notice. We will not be liable for any reason our Website is unavailable at any time or for any period. We may restrict access to some parts of or the entire Website, from time to time.

We may amend these terms and conditions from time to time and these changes will be deemed to be immediately incorporated into and form part of these Terms. By continuing to visit and use our website and purchase our services, you will signify your agreement to be bound by the amended Terms. We encourage you to read our Terms and check back often.

These Terms are governed by the laws of Australia.

  1. DEFINITIONS

In these Terms:

Delivery Address is the address you nominate at the time you pay for your Products for the delivery of your Products.

Delivery Fee means the fee we charge you to deliver your Products, calculated when you enter your Delivery Address.

Including and similar words do not imply any limit.

Loss includes loss of profits, savings, revenue or data, and any other claim, damage, loss, liability and cost, including legal costs on a solicitor and own client basis.

Order means a completed purchase of a Product or Products.

Personal Information means information about an identifiable, living person.

Privacy Policy means our Privacy Policy available on our Website at theskinlab.com.au/privacy-policy/.

Products means the products we offer for sale via our Website from time to time.

Terms means these terms and conditions titled ‘Website Terms of Use’.

We, us or our means Cutolab Pty Ltd (trading as The Skin Lab).

Website means www.theskinlab.com.au.

You means you or, both you and the person on whose behalf you are acting.

  1. ABILITY TO ACCEPT TERMS

You affirm that you are either more than 18 years of age, or an emancipated minor, or possess legal parental or guardian consent, and are fully able and competent to enter into the terms, conditions, obligations, affirmations, representations, and warranties set forth in these Terms, and to abide by and comply with these Terms.

  1. COLLECTION

We may collect Personal Information about you in order to provide our services, such as responding to your enquiry or processing a request, and for other purposes as detailed in our Privacy Policy.

We may disclose that information to third parties that help us deliver our services (including information technology suppliers, communication suppliers and our business partners) or as required by law. If you do not provide this information, we may not be able to provide all of our services to you.

Our Privacy Policy explains:

  1. how we store and use, and how you may access and correct your Personal Information;
  2. how you can lodge a complaint regarding the handling of your Personal Information; and
  3. how we will handle any complaint.

If you would like any further information about our privacy policies or practices, please contact us at info@youlegal.com.au or 1300 860 665.

By providing your Personal Information to us, you consent to the collection, use, storage and disclosure of that information as described in the Privacy Policy and these Terms.

  1. PRODUCTS

We offer our Products for purchase as set out on the Website.

We reserve the right to amend the prices of our Products at any time. All prices are listed in AUD.

  1. PAYMENT METHODS FOR PRODUCTS

You must create an account with us before you can purchase Products. You must ensure that all information you provide us with are up to date and accurate.

We accept payment via the following payment methods:

  1. Cash
  2. Bank Deposit
  3. Humm
  4. PayPal
  5. Afterpay
  6. Selected credit cards such as Mastercard, Visa and AMEX.
  1. ORDERING OF PRODUCTS

We may, in our sole discretion, limit or cancel quantities of Products purchased per person or per Order. These restrictions may include Orders placed by or under the same customer account, the same credit card or other payment method, and/or orders that use the same billing and/or shipping address.

In the event that we make a change to or cancel an Order, we may attempt to notify you by contacting the email and/or billing address/phone number provided at the time the Order was made.

We reserve the right to limit or prohibit Orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

  1. DELIVERY OF ORDERS

Delivery Address

You must ensure and it is your responsibility to ensure, that the Delivery Address for the recipient of the Order you provide us is correct and accurate. We will only deliver to the Delivery Address you provide us.

In some circumstances, the Delivery Address you provide us may result in a delivery to reception, front office or similar type of delivery point. You unconditionally release us and we accept no liability arising out of any failed delivery or other issue because the Delivery Address you provide us is not correct or inaccurate or if the Delivery Address results in a delivery to a reception, front office or similar type of delivery point. We are under no obligation to confirm your Delivery Address or resolve an incorrect or inaccurate Delivery Address with you.

If you provide us with an incorrect or inaccurate Delivery Address, it may result in undelivered or misdelivered Order. If we decide to attempt to deliver the Order to a corrected address, we may charge you a mis-delivery or redelivery fee.

Once we deliver your Order in accordance with the instructions you have provided to us (whether through the Website or as amended before delivery), risk to the Order transfers to you and we have no further responsibility to you in relation to the Order.

For the safety of your Order, our delivery agent may (acting reasonably) determine that the address you have provided to us is unsafe to deliver the Order. Where this occurs, we will attempt to communicate this to you and seek an alternate address. If this communication is Failed Communication, we reserve the right to have the delivery agent return the Order to the place of origin and if you subsequently either authorise the delivery of the Order to the address or provide us with a new address for the Order, we reserve the right to charge you a redelivery fee.

In the event the Order is dispatched with Australia Post and the recipient is not available to accept delivery of the Order and there is no safe drop-off point, the Order will be returned to the closest Post Office and a calling card will be left notifying the recipient to pick up the Order. The delivery agent (including Australia Post) has the discretion to determine whether to leave the Order at the recipient’s address or not even where you have authorised us to leave it at the recipient’s address.

In the event that you authorise us to leave the Order at the Delivery Address we deemed to be unsafe for delivery, you unconditionally release us and indemnify us against all claims where that Order is, after delivery, not received by the recipient.

We have no control over our third party delivery agents. You unconditionally release us and we have no liability to you for any delay in the delivery of your Order where that delay is occasioned by a third party agent such as Australia Post or a freight/courier delivery service.

Delivery Fee

We will state the Delivery Fee at the time you complete your Order. Your Delivery Fee depends on your choice of delivery method.

At the time we receive a delivery notification from our delivery agent, you agree that this is prima facie evidence of your Order having been delivered.

Delivery time

We do not guarantee a specific delivery time. Delivery times are determined by various factors some of which are outside our control.

Deliveries on Sundays and public holidays are not available, except when stated otherwise.

We do not provide a track and trace service or an estimated time of arrival once your Order is in transit for delivery. If our delivery agent provides a track and trace service, we are not responsible for any estimated delivery times advised to you by our delivery agent.

When your Order arrives, it is important that you check immediately the condition and quantity. If your Order has been damaged in transit, you must immediately contact us to minimise your inconvenience.

  1. CHANGES TO ORDERS

An Order is final at the time we accept your payment for an Order. You are responsible for and must ensure that your Order is correct before payment. In limited circumstances, we may, at our sole discretion agree to a variation of your Order but in no circumstances will we agree to vary your Order within 48 hours of the Order being dispatched.

We are unable to provide any alterations or amendments (including cancellations) for Orders that are already in transit.

We may, in our sole discretion and without having to provide you with a reason, refuse to alter or amend any Order at any time. If we do not have all of your Order in stock, we will offer you alternatives. If this happens, you may:

  1. accept the alternatives we offer;
  2. cancel all or part of your Order.
  1. CANCELLATION OF ORDERS

We may consider and agree to a cancellation request for an Order.

If the cancellation request is agreed to by us, the net payment (the Order cost less a reasonable administration fee) will be refunded to the same payment method you used to pay for the Order. We are not liable for any costs or charges you incur by your financial institution.

We cannot cancel an Order that is already with our delivery agent.

  1. REFUNDS

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:

  1.  Pack your item carefully so it reaches us safely.
  2.  Following the instructions emailed to you, print your return shipping label (if applicable) and tape it securely to the front of the box.
  3. Drop off the parcel at any Australia Post outlet, a free‑standing post office box or your parcel locker.
  4. 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.

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

  1. PRODUCTS GENERALLY

We may use models on our Website for advertising purposes (Models). You should read the itemised Product description available on the product page of the Website carefully because it outlines the contents of each of the Products that we sell and other important information.

We have made every effort to display as accurately as possible the colours and images of our Products that appear on our Models. We cannot guarantee that your computer monitor’s display of any colour will be accurate.

We reserve the right, but are not obligated, to limit the sales of our Products to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any Products that we offer. All descriptions of Products are subject to change at any time without notice, at our sole discretion. We reserve the right to discontinue any product at any time.

Occasionally, there may be information on our Website that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information on the Website or on any related website is inaccurate at any time without prior notice (including after you have submitted your Order).

  1. CARE OF PRODUCTS

We provide care instructions for our Products. We recommend that you follow them carefully to maximise the shelf life of your Products. We are not responsible for and you release us entirely for any claim, cost or injury you or any party suffer as a result of incorrect care of your Products.

  1. PRICING

Prices for our Products are subject to change without notice (Prices).

All Prices quoted, unless otherwise stated, are inclusive of GST.

Product prices on the Website do not include Delivery Fees.

  1. DISCOUNTS

Discounts:

  1. apply to the Product value and exclude the Delivery Fee;
  2. may not be combined with any other offers, discounts or gift vouchers;
  3. must be applied prior to payment;
  4. may not be redeemed for cash or transferred; and
  5. will not be applied to an Order after an Order has been paid.

These terms and conditions apply in conjunction with any terms and conditions, written on or associated with the discount given to you.

  1. INTELLECTUAL PROPERTY

The Website and its content contain intellectual property owned by us, including trademarks, copyrights, proprietary information and other intellectual property.

You may not modify, publish, transmit, participate in the transfer or sale of, create derivative works from, distribute, display, reproduce or perform, or in any way exploit in any format whatsoever any of our intellectual property, in whole or in part, without our prior written consent.

  1. DISCLAIMERS

To the extent permitted by law, we and our licensors have no liability or responsibility to you or any other person for any Loss.

We make no representation or warranty that the Website is appropriate or available for use in all countries or that the content satisfies the laws of all countries. You are responsible for ensuring that your access to and use of the Website is not illegal or prohibited, and for your own compliance with applicable local laws.

The Website, and all blog articles, resources, tools, and other resources on the Website are educational and informational resources only and are not a substitute for any kind of professional or specialist advice. We cannot guarantee the outcome of following any recommendations provided and any statements made regarding the potential outcomes are expressions of opinion only.

By continuing to use and read our Website and all blog articles, resources, tools, and other resources, you acknowledge that we cannot guarantee any particular results, as such outcomes are based on subjective factors that are not within our control. Therefore, following any information or recommendations provided on our Website and in our blog articles, resources, tools, and other resources is at your own risk.

We are not liable to you or anyone else if interference with or damage to your computer systems occurs in connection with the use of this Website or a linked website. You must take your own precautions to ensure that whatever you select for your use from our Website is free of viruses or anything else (such as worms or Trojan horses) that may interfere with or damage the operations of your computer systems.

Our Website may contain links to websites operated by third parties. Those links are provided for convenience and may not remain current or be maintained. Unless expressly stated otherwise, we do not endorse and are not responsible for the content on those linked websites and have no control over or rights in those linked websites.

  1. LIABILITY

To the maximum extent permitted by law:

  1. you access and use the Website at your own risk; and
  2. we are not liable or responsible to you or any other person for any Loss under or in connection with these Terms, the Website, or your access and use of (or inability to access or use) the Website. This exclusion applies regardless of whether our liability or responsibility arises in contract, tort (including negligence), equity, breach of statutory duty, or otherwise.
  1. ACCEPTABLE USE POLICY

You must not do any act that we would deem to be inappropriate, is unlawful or is prohibited by any laws applicable to our Website, including but not limited to:

  1. any act that would constitute a breach of privacy or any legal rights of any other person;
  2. use this Website to defame any person or entity; and
  3. upload any virus, malware or other malicious software that is, or is likely to be detrimental to or in violation of our systems or a third party’s systems or network security.
  1. SUSPENSION AND TERMINATION

Without prejudice to any other right or remedy available to us, if we consider that you have breached these Terms or we otherwise consider it appropriate, we may immediately, and without notice, suspend or terminate your access to the Website (or any part of it).

On suspension or termination, you must immediately cease using the Website and must not attempt to gain further access.

  1. GENERAL

If we need to contact you, we may do so by email or by posting a notice on the Website. You agree that this satisfies all legal requirements in relation to written communications.

These Terms, and any dispute relating to these Terms or the Website, are governed by and must be interpreted in accordance with the laws of Australia. Each party submits to the non-exclusive jurisdiction of the Courts of Australia in relation to any dispute connected with these Terms or the Website.

For us to waive a right under these Terms, the waiver must be in writing.

Clauses which, by their nature, are intended to survive termination of these Terms, including clauses 7, 17 and 18, continue in force.

If any part or provision of these Terms is or becomes illegal, unenforceable, or invalid, that part or provision is deemed to be modified to the extent required to remedy the illegality, unenforceability or invalidity. If a modification is not possible, the part or provision must be treated for all purposes as severed from these Terms. The remainder of these Terms will be binding on you.

These Terms set out everything agreed by the parties relating to your use of the Website and supersede and cancel anything discussed, exchanged or agreed prior to you agreeing to these Terms. The parties have not relied on any representation, warranty or agreement relating to the Website that is not expressly set out in the Terms, and no such representation, warranty or agreement has any effect from the date you agreed to these Terms.

  1. FEEDBACK

If you have any feedback or a complaint, please contact our receptionist team on 07 3832 4370 or at hello@theskinlab.com.au.