skinfriend.com for sensitive skin
skinfriend.com for sensitive skin
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Returns & Refunds Policy

Returns

Please let us know if an item you have ordered from us is defective as we will happy replace it. Customer satisfaction is important to us so contact us if you have any concerns via support@skinfriend.com. 

Our refund and return policy lasts for 30 days. If 30 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange.

Note we do not refund postage and we do not offer a refund after the 30-day period. 

Do not send back products that have been opened, 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

To complete 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.

Partial refunds

There are certain situations where only partial refunds are granted (if applicable). 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.

Postage is also not refunded. 

Refunds (if applicable)

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 of the approval of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or PayPal account.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank and PayPal account again. Then contact your credit card company, it may take a few days before your refund is received by the bank. If you’ve 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 15 days after we have posted your item and received a tracking number. After the 15-day period, Australia Post will attempt to find your product using your tracking number. If they cannot find your parcel within 30 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

To return your product, use the original packaging and write "Return To Sender" and ensure our address is clearly visible. 

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

Contact us

For more information about returns, please contact us by e-mail at support@skinfriend.com

After speaking with our staff via email, returns can be sent to:

Skin Friend Pty Ltd
PO Box 70
Paddington
NSW  2021 Australia