⭐ REFUND & RETURNS POLICY — AUS SKINLAB
At AUS SKINLAB, we want you to feel confident with every purchase. Our refund policy is designed to be clear, simple, and supportive while ensuring the safety and hygiene of all skincare devices.
✅ Refunds for Damaged or Faulty Products
If your item arrives damaged, faulty, or not working as intended, we will offer a replacement or refund.
To qualify, please provide clear photo or video evidence within 7 days of delivery.
We will then process a replacement or refund immediately.
🚫 Refunds Not Accepted For:
For hygiene and safety reasons, we cannot accept returns or offer refunds if:
- The item has been opened or used
- The wrong item was purchased by mistake
- A change of mind occurs
- The incorrect address was entered at checkout
- The device was mishandled, dropped, or damaged after use
This policy protects all customers and ensures all devices remain sanitary and safe.
🔁 Wrong or Incomplete Addresses
If a wrong address is entered, we cannot issue a refund.
If you made a mistake, contact us within 12 hours so we can update the order before it ships.
📦 Lost or Stuck Parcels
If an order seems delayed or tracking does not update:
- Contact us at support@ausskinlab.com
- We will investigate with the courier
- If the item is confirmed lost, we will resend it at no cost
We always prioritise getting your product to you.
🔄 Replacements Only (Not Returns)
Due to the nature of skincare devices (hygiene standards), we do not accept returned items back to our facilities.
Instead, we provide replacements for:
- Faulty Devices
- Damaged on arrival
- Incorrect item received
This ensures every customer receives a brand new, unused product.
💬 How to Request Support
Please email: ausskinlab222@gmail.com
Include:
- Your name
- Order number
- Clear photos/videos of the issue
- Short description of the problem
Our team will respond within 24–48 hours.
