Returns & Refund Policy

Your rights under Australian Consumer Law

Nothing in this policy excludes or limits rights that cannot legally be excluded under the Australian Consumer Law. If a product does not meet a consumer guarantee, the remedy available depends on the nature and seriousness of the problem. For a major problem, you may be entitled to choose a refund or replacement. For a minor problem, Skin Grocer may first provide an appropriate remedy within a reasonable time. We may assess the product and request reasonable proof of purchase and information about the issue before confirming a remedy.

Change of mind — 30 days

If you simply change your mind, you can request a return within 30 days of delivery if the product is unopened, unused, undamaged, in its original packaging and in saleable condition. Email customercare@skingrocer.com.au with your order number to request a return. Return shipping for an approved change-of-mind return is at your own cost.

Faulty, damaged, incorrect or not-as-described products

Contact us as soon as reasonably possible at customercare@skingrocer.com.au if a product is faulty, damaged, incorrect or not as described. Please provide:

• Your order number
• The product name
• A description of the issue
• Photographs where reasonably available
• The batch or lot code where available

Skin Grocer may assess the product before confirming the appropriate remedy. Your rights and the available remedy are determined under the Australian Consumer Law and are not limited by the change-of-mind period above.

Opened products and skin reactions

For hygiene reasons, opened or used products cannot be returned for change of mind. Skincare suitability varies between individuals. A sensitivity or reaction does not automatically mean a product is faulty. If you experience significant discomfort, stop using the product and contact us so we can record the concern and explain the available next steps. This does not affect rights available under the Australian Consumer Law.

Order cancellations

If you need to cancel an order, contact us as soon as possible. We will try to help, but cancellation cannot be guaranteed after an order has entered processing. Once an order has been dispatched, it cannot be cancelled and any return must follow this policy. This does not limit rights available under the Australian Consumer Law.

How refunds are processed

Approved refunds are issued to your original payment method via Stripe. Please allow 5–10 business days for the refund to appear, depending on your bank.

Questions

Email customercare@skingrocer.com.au with your order number and we'll walk you through it.