Returns and 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.

Guarantee

We have a "gentle on skin" 90-day guarantee, which means we guarantee your skin will not adversely react to our skin care products or supplements. If your skin does react (due to an uncommon allergy you might have) we will refund what you paid for the product minus the actual cost of shipping if you contact us within 90 days of receiving your product. After 90 days we cannot offer a refund. This guarantee does not apply to other products such as books, shipping or PDFs. Note our shipping costs are high so we cannot refund shipping costs. If you qualified for free shipping we reserve the right to not refund the actual cost of shipping as we had to pay this to a third party supplier. Furthermore, we do not guarantee to cure any ailment or disease so we do not offer refunds for results not achieved.

To request a refund or exchange, please email support@skinfriend.com with your order number and complaint. We will advise if you need to return the product to us. DO NOT send the product back if it has been opened. 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. For defective products, our refund and exchange policy lasts for 30 days from the time you receive your item/s. If 30 days have passed 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 Carmen 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. Books (if faulty, the publisher will send a replacement)

Partial refunds

There are certain situations where only partial refunds are granted. 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 account 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, 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 via support@skinfriend.com and once we have replied to your email and confirmed the details, then send your item (return address will be supplied by email).

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 5650 1107 during office hours on Monday, Wednesday and Friday. We are on the Gold Coast in Queensland, Australia (AEST).