After purchase
Returns & Refund Policy
Your rights under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. If a product you receive is faulty, not as described, or arrives damaged, you're entitled to a repair, replacement or refund regardless of the timeframes below — contact us and we'll sort it out.
Change of mind — 30 days
If you simply change your mind, you can return any unopened, unused product in its original packaging within 30 days of delivery for a refund or exchange. The item needs to be in resaleable condition. Email customercare@skingrocer.com.au with your order number to start a return. Return shipping for change-of-mind returns is at your own cost unless the item arrived faulty or incorrect.
Our glow-or-refund guarantee
If you followed a routine we personally recommended (through the skin quiz or direct advice) and it didn't work for your skin, we'll make it right within 30 days of delivery — even if the product's been opened. Email customercare@skingrocer.com.au with your order number and a note on what didn't work.
Faulty, damaged or incorrect items
If something arrives faulty, damaged in transit, or isn't what you ordered, email us within 30 days with your order number and a photo of the issue. We'll cover return shipping and send a replacement or refund, your choice.
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.
What can't be returned
For hygiene reasons, we can't accept change-of-mind returns on opened skincare unless it falls under the glow-or-refund guarantee above.
Questions
Email customercare@skingrocer.com.au with your order number and we'll walk you through it.