Cancellations & Returns

Appointment Changes & Cancellations

We understand that situations can change and we don’t want to penalise you for that!

If you need to change or cancel an appointment, where possible we ask you to inform us at least 24 hours in advance. You wont be penalised if you cancel or change within 24 hours but we would love the opportunity to offer your appointment to someone else.

 

Returns, Exchanges & Refunds on Treatments and Services

Our Skin Experts will work with you to determine the most suitable treatments for you to achieve your skin goals. We will make recommendations based on the information you provide to us which include (but are not limited to) your health, skincare routines, work and home activities, etc. It is important that you give accurate and honest guidance to ensure that the treatments recommended to you are suitable to your situation.

We do not provide refunds on services or treatments if you change your mind about those services or treatments which you have purchased or committed to.

Where a service, treatment or product has a major issue, you will have the right to cancel a contract for that service and receive a refund or store credit for the value of any unconsumed treatments or services.

A major issue is when the service or treatment:

  • Is found to have a problem that would have stopped someone from purchasing this service had they had known about this problem
  • Is substantially unfit for the purpose it was marketed and sold as, and cannot be fixed or rectified within a reasonable timeframe
  • Does not specifically meet the purpose for which it was marketed and sold to you for, and cannot be easily rectified within a reasonable timeframe
  • Creates an unsafe situation for you

If there is an issue with a service or treatment that is not major, we will make our best attempts to work with you to rectify the issue within a reasonable timeframe; if the issue cannot be rectified then we will treat it as a major issue.

Services or treatments you have purchased or committed to, are not transferrable to other clients, friends or family.

In all cases, we will comply with Australian Consumer Law when assessing your individual situation.

 

Returns, Exchanges & Refunds on Retail and Homecare Products

For items Purchased at full-price or member-price:
If you change your mind about a product you purchased from us, we will happily offer you an Exchange, Store Credit or Refund for the full value paid within 30 days of your purchase. If a refund is requested, we will attempt to return the funds to the same form of payment that was made for them initially.

To be eligible for an exchange, refund or store credit, the item must:

  • Be in the same condition that you received it in (including packaging, tags, labels, etc.)
  • If the item you are returning belongs to a set, you must return the set as a whole.
  • Have been purchased at full price or member price.

Where a product is found to be faulty or have a major issue, you will be entitled to your choice of an exchange, store credit or refund within the consumer warranty period. The supplier reserves the right to assess the product to determine faults within a reasonable timeframe.

For items Purchased on-sale:
If you change your mind about a product you purchased on-sale from us, we will happily offer you an Exchange or Store Credit for the full value paid within 7 days of your purchase.

To be eligible for an exchange or store credit, the item must:

  • Be in the same condition that you received it in (including packaging, tags, labels, etc.)
  • If the item you are returning belongs to a set, you must return the set as a whole.

Where a product is found to be faulty or have a major issue, you will be entitled to your choice of an exchange, store credit or refund within the consumer warranty period. The supplier reserves the right to assess the product to determine faults within a reasonable timeframe.

In all cases, we will comply with Australian Consumer Law when assessing your individual situation.

 

Gift Card Purchases

Gift Card sales are final and cannot be returned for refund or store credit. You should treat your Gift Card like cash. Gift Cards are not transferrable or redeemable for cash.

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