Refund policy

Return Policy

At Skin Goods, we want you to feel complete confidence in the purity, gentleness, and formulation quality of our skincare products. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because topical skincare and cosmetic products are personal sanitary goods that come into direct contact with human skin, fingers, and environmental air upon opening, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Cosmetic Hygiene Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following strict sanitary criteria:

  • The skincare bottle, jar, tube, or cosmetic kit must be completely unopened, unpumped, untested on skin, and in its original, factory-sealed condition.
  • STRICT PERSONAL COSMETICS HYGIENE RESTRICTION: In compliance with Australian public health and personal care safety standards, any skincare product where the outer cellophane wrap, tamper-evident neck sticker, or inner jar induction foil seal has been broken, peeled, or primed CANNOT be returned for change of mind (once an airless pump is primed or a jar seal is broken, microbial cross-contamination and oxidation occur, rendering the product strictly unsellable).
  • Product cartons and frosted glass or recyclable bottles must be 100% free of bathroom water splashes, fingerprints, lotion smudges, or dented corners.
  • All original packaging—including outer printed cartons, inner cardboard dividers, batch code labels, and usage leaflets—must remain 100% complete and undamaged inside the return parcel.
  • Sample discovery kits, opened skincare bundles, or clearance items are strictly ineligible for change-of-mind returns.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because glass dropper bottles and frosted jars require rigid protective cushioning against breakage in transit, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Skin Goods cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@skingoods.shop within 30 days of delivery. Please include your order number, product name, batch code, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a serum formula, bundle option, or delivery address), contact us immediately at support@skingoods.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our cosmetic quality control inspectors will examine each item under bright lighting (verifying unbroken tamper-evident seals, unprimed pump nozzles, undamaged outer cartons, and valid batch codes). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@skingoods.shop for further assistance.