Returns & Refunds Policy

Thanks for visiting our website. Skin Friend supplies quality products that are made within Australia to strict Australian standards. We are here to help and we listen to our customers.

Important

Please note our Skin Friend supplements and books supply nutritional support for skin health and should be used in conjunction with advice from your health care practitioner.
We do not claim our products cure eczema or any other disease or disorder. We provide nutritional support and feel we provide this in a caring, well researched and supportive way.
Karen Fischer has spent more than 15 years developing these products and they are gentle and well tolerated. Adverse reactions to our supplements are very rare. If this occurs, please reduce your dose to half a scoop per day (or a tiny pinch for children) and take it when you are relaxed and happy. Laughing helps to switch off the stress response in people with skin inflammation.
People with skin inflammation often have allergies and intolerance so please check the product ingredients before purchase (refer to the tabs on the purchase pages). Once you have received the product, we do not offer a refund for change of mind if you did not check the ingredients before purchase.

To request your return or exchange, please email us at support@skinfriend.com with your order number. We will advise if you need to return the product to us. Just in case, please keep your original packaging (mailing box).

Defective items

Please let us know if an item you have ordered from us is defective as we will happily replace it. Our refund and return policy lasts for 30 days. If 30 days have gone by since you received your purchase, unfortunately we cannot offer you a refund or exchange. Do not send back products before chatting to us. Please email us for instructions via support@skinfriend.com.

Non-returnable and non-refundable items:

1. Gift cards

2. Downloadable software products such as e-books or shopping lists

3. Consultations

4. pH kits and books (unless faulty)

Partial refunds

There are certain situations where only partial refunds are granted (if applicable). Postage is not refunded. These include items returned to us if you did not pay your country's customs tax and your goods were sent back to us as a result. Note: customs tax is often charged in Canada and the United Kingdom if you order vitamin supplements or skin care products.

Refunds (if applicable)

Please do not send back the product unless instructed by our staff. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you with the approval of your refund.

Then your refund will be processed, and the money will automatically be applied to your credit card or PayPal account. Please note that it may take up to a week to see the refund in your account.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank AND PayPal account again. It may take a few days before your refund is received by the bank. If you have done all of this and you still have not received your refund yet, please contact us at support@skinfriend.com and we will be happy to help.

Lost items

If your order is lost during transit or does not turn up, please let us know via email so we can attempt to track down your order. Australia Post do not regard packages as missing until 1 month after we have posted your item and received a tracking number. After the 1 month period, Australia Post will attempt to find your product using your tracking number. If they cannot find your parcel within 20 days after we posted your item, we will refund your entire order or send a replacement, whichever you prefer.

You can track your parcels within Australia here: auspost.com.au/mypost/track

Once your parcel leaves Australia, you will need to use your country's local postal company to track your item. For more information on how to track your order, read our shipping page: skinfriend.com/pages/shipping.

If, after tracking your item, you suspect your item is lost, please email us for more information using the contact information below.

Exchanges (if applicable)

We only replace items if they are defective, lost or damaged. If you need to exchange it for the same item, send us an email first via support@skinfriend.com and once we have replied to your email and confirmed the details, then send your item to the address below.

Shipping

Please DO NOT send back products unless asked to. If we ask you to return your unopened product, use the original packaging and write "Return To Sender" and ensure our address is clearly visible. Please DO NOT send back opened items.

Depending on where you live, the time will vary for your exchanged product to reach you. Please be patient.

Contact us

For more information about returns, you can contact us by e-mail via support@skinfriend.com or call +61 7 5663 8001 during office hours. We are on the Gold Coast in Queensland, Australia (AEST).