Refund policy

At Skin Deep Medispa, we want you to feel confident when shopping with us. If your order is not quite right, please review the return options below and contact our team so we can assist you.

This policy applies to online purchases made through Skin Deep Medispa.

Nothing in this policy limits your rights under the Australian Consumer Law.

Change of Mind Returns

We accept change-of-mind returns within 30 days of purchase, provided the item is:

  • unopened
  • unused
  • in its original packaging
  • in a resaleable condition

For hygiene and safety reasons, we cannot accept change-of-mind returns on certain products. Please refer to the Excluded Products section below.

All samples, free gifts and promotional items included with your order must also be returned in unopened and unused condition. If these items are not returned, the value of the gift or promotional item may be deducted from your refund.

Change-of-mind returns are at the customer’s cost. Original shipping fees are not refunded.

Where Skin Deep Medispa has covered the original postage cost, a $12 postage fee will be deducted from the refund to reimburse the original shipping cost. International return shipping costs will vary and will be confirmed once your return request has been reviewed.

Incorrect Item Ordered

If you have ordered the incorrect item, you may return it within 30 days of purchase, provided the product is unopened, unused and in its original packaging.

Return shipping costs are the responsibility of the customer. Original shipping fees are not refunded.

Sale Items and Discounted Orders

Items purchased on sale or with a discount code will be refunded at the final price paid after the discount has been applied.

This does not affect your rights under Australian Consumer Law if the product is faulty or does not meet consumer guarantees.

Gift Cards, Vouchers and Store Credit

Gift cards and vouchers cannot be returned and are not redeemable for cash.

Orders paid with a gift card or store credit will usually be refunded back to a replacement gift card or store credit. In some circumstances, an alternative refund method may be offered at the discretion of Skin Deep Medispa.

Incorrect Colour Match

For hygiene reasons, we cannot accept returns on opened or used makeup, including foundation, where the return is due to an incorrect colour match.

We recommend contacting our team before purchasing complexion products if you are unsure which shade is most suitable.

This does not affect your rights if the product is faulty or does not meet consumer guarantees.

Allergic Reaction

In the rare event that you experience a reaction to a product, please discontinue use immediately and contact Skin Deep Medispa.

Please provide:

  • a photo of the reaction
  • a photo of the product
  • a photo of the batch number
  • details of how and when the product was used

Once reviewed, we may provide a prepaid return label so the product can be returned to us for assessment.

Allergy-related returns must be less than 10% used when received back by Skin Deep Medispa. Once assessed, we may offer a replacement product, store credit or refund, depending on the circumstances. Any difference in product cost may be payable by the customer or refunded where applicable.

Damaged in Transit

If your order arrives damaged, please contact us within 7 days of delivery.

Please include:

  • your order number
  • clear photos of the damaged item
  • photos of the outer packaging
  • photos of the internal packaging

Please do not dispose of the item or packaging until our team has reviewed your claim, as these may be required for assessment with the delivery provider.

Incorrect Item Received

If you have received an incorrect item, please contact Skin Deep Medispa as soon as possible.

Where we have sent the wrong item, Skin Deep Medispa will cover the cost of return shipping and arrange a suitable resolution, such as a replacement, exchange or refund.

Faulty Items

If you believe an item you have received is faulty, please contact us with:

  • your order number
  • a description of the fault
  • clear photos or videos showing the issue where possible

We may provide a prepaid return label so the product can be returned for assessment.

Once the item has been received and assessed, Skin Deep Medispa will provide a remedy in accordance with Australian Consumer Law. This may include a replacement, repair or refund depending on the nature of the fault.

Excluded Products

For hygiene and safety reasons, the following products are excluded from our change-of-mind returns policy:

  • electrical devices
  • oral care products
  • liquid and powder foundations
  • eye and lip care products with direct applicators or applicator tips
  • makeup brushes
  • opened or used makeup
  • gift cards and vouchers

These exclusions apply to change-of-mind returns only and do not apply where a product is faulty or does not meet consumer guarantees.

How to Request a Return

To request a return, please contact Skin Deep Medispa via our Returns Form or contact our team directly.

Please include:

  • your order number
  • the item you would like to return
  • the reason for return
  • photos where relevant

Returns must be approved by Skin Deep Medispa before items are sent back. Items returned without approval may not be accepted.

Refund Processing

Once your return has been received and assessed, we will notify you of the outcome.

Approved refunds will be processed back to the original payment method where possible. Please allow time for your bank or payment provider to process the refund after it has been issued.