OUR RETURNS & REFUNDS POLICY

What if I don’t like the look of what I ordered, or made a mistake?

That’s easy to fix… Simply contact US on 0418481580 within 7 days of receiving your order to lodge your return. We will happily provide a refund for any product returned within 30 days of purchase that is exactly as you received it. That means unopened, unused, in a resaleable condition with all security seals in tact. Please be sure to carefully package and protect your returned product so we receive it in great condition. A $4 restocking fee may be applicable.

What happens if I receive a faulty or broken product in my order?

Give us a call on 0418481580 as occasionally packaging faults (such as pump dispensers) just need a little ‘help’ to get started, and we can easily assist you over the phone. In any case, contact us to lodge your concern within 7 days of receiving your order. Please note, to meet our individual supplier Return guidelines, we often require the return of the faulty/broken product within 30 days of receiving your order.

What happens if the product is not what I ordered, or is different to what I selected?

Oops, how did that happen?… Apologies if the manufacturer or Skin Envy has unknowingly sent you an incorrect product; we still employ humans! Contact us on 0418481580 within 7 days of receiving your order to lodge this mistake, so we can quicksmart correct it for you. We can provide you with a Reply Paid address to return the incorrect product in exchange for the correct item. Again please ensure the returned product is carefully wrapped and packaged to avoid damage in transit. A $4 restocking fee may be applicable.

What happens if I have a reaction to a product?

So I have this rash… All jokes aside, we want you to enjoy your purchase and have categorised our products based on your skin type / concern to best provide a perfect match for you. Should you experience a reaction please contact us on 0418481580 or email dsam@skinenvy.com.au immediately to lodge your concern. Our experienced team of Professional Skin Therapists will need to gather information surrounding your reaction to best seek approval with the corresponding manufacturer. Please note that all information is gathered to meet our supplier’s Reaction Returns Guidelines, which often requires photographic evidence of the irritation and no more than 20% of the product used. Please make sure to lodge your reaction return request within 30 days of purchase.

More information on Refunds, Postage and our Free Delivery Threshold. 

All approved returns will receive a credit refund back to the original Credit Card, Afterpay or PayPal account used to make the purchase. We do not offer exchanges for incorrect items, only refunds. Therefore, all approved returns are firstly refunded before a new order is created. The customer is responsible for all delivery charges associated with a returned item, unless deemed an error on behalf of Skin Envy or the manufacturer. A delivery fee of $4.95 will be incurred if the returned product and subsequent refund reduces the original order below the Free Delivery Threshold (currently $50.00).