Returns
We are happy to exchange or refund on an item you have purchased from us. Simply contact us within 30 days upon receipt of items with the reason for return.
We only accept returns unused and sealed items purchased from www.skinhaven.com.au. Similar products purchased in all other locations must be returned to their original point of purchase.
We will not accept returns without prior notice and will forfeit your eligibility for buyer protection.
Upon receiving returned items, we will assess and process your returns within 1-3 business days.
We will not be liable on any damage caused by return shipping. Returned orders remain under the responsibility of the customer until they arrive back at our returns address.
Change of mind returns
We will happily accept returns due to change of mind within 30 days upon receipt of items. Please contact us at info@skinhaven.com.au with the subject “Change of mind returns [Order Number]” to arrange a refund. A 10% processing fee and return shipping fee may occur.
Items must be in original and unused condition. We do not offer refunds simply for change of mind returns that are 30 days after delivery.
Issue with your order
In case of allergic reactions, damaged or faulty items and incorrect order, we are happy to offer free returns and full refunds within 30 days
We will accept returns outside of the above conditions in the case of allergic reactions, damaged products, incorrect items or faulty items.
We only accept returns purchased from www.skinhaven.com.au. Similar products purchased in all other locations must be returned to their original point of purchase.
Damage or Faulty Items
If you receive any products that are damaged or faulty please contact us at info@skinhaven.com.au with the subject “Damaged or Faulty Items [Order Number]” to arrange a replacement or refund. To expedite your request, please include subject “Damaged or Faulty Items”, a detailed description and photo of the product in question within 7 business days of receiving your delivery.
Incorrect Order Items
If you receive any incorrect products please contact us at info@skinhaven.com.au with the subject “Incorrect Order [Order Number]” to arrange a replacement or refund.
To expedite your request, please include a detailed description and photo of the product in question within 7 business days of receiving your delivery.
Allergic Reaction
If you experience any allergic reactions to our products, please stop use of the product immediately.
In this rare and unfortunate situation, we will accept the return of your product. Please contact us at info@skinhaven.com.au with the subject “Allergic Reaction [Order Number]” to initiate this process.
To the extent permitted by law, please provide us with a photo of the reaction and proof of purchase. We request that the product not be more than 15% used to be eligible for a refund.
Report a problem with your order
If your order is missing a product or you have any other concerns, please Contact Us at info@skinhaven.com.au with the subject “Incorrect Order [Order Number]”.
How to start a return
1. Contact us at info@skinhaven.com.au with the subject “Return [Order Number]”.
To expedite your request, please include the below details:
• Address
• Date of product purchase
• Products requested to be returned
• Return reason
• Product condition (unopened, used, damaged, faulty)
2. Within 72 hours, a customer service representative will get in contact with you.
• For change of mind returns: a customer service representative will submit your return and email you the return shipping label
• For orders with other issues: a customer service representative will request that you provide a photo, and any other relevant details. For more information, see section “Issue with your order”
3. Package your item securely.
4. Drop off your return at Australia Post Office
You can print your return shipping label at the post office - simply present your returns label email on your phone. Please note that from the date of receiving the return shipping label, the parcel must be posted within 30 days to qualify for a full refund.
5. You can track the delivery of your return to our warehouse via the Australia Post Portal.
Simply enter the tracking number you received via email when you booked your return at the Post Office.
6. Once the parcel arrives at our warehouse, our returns team will inspect the condition of your return.
If accepted, the refund will be processed and you will be contacted via email.
7. Once refund is accepted, it may take approximately 7 to 14 business days to be credited to your account.
Refunds
Once a refund has been approved, you’ll be automatically refunded to your original payment method. Depending on the bank's processing time, refunds may take 7 to 14 business days to show on your bank account.
If the card that you have refunded is expired or canceled, the customer's new card is credited with the refund. In the rare case that the customer doesn't have a new card, the bank usually sends the refund to the customer's bank account.
Cancellations
We will happily accept cancellations before the order has been dispatched. Please contact us within 24 hours from your order date. Beyond 24 hours, a 5% cancellation fee may occur.
If an order has already been dispatched, please refer to our return policy.