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Refund policy

Satisfaction Guarantee

Buy with confidence knowing you're covered with our 120-day satisfaction guarantee.

If you decide you no longer want or need your purchased products, you can simply return the product in original un-opened packaging to us for a full product refund.

Please note change of mind returns of items that have been opened are not accepted*

Contact us or call on 1300 30 25 35 for further information or to process return items under our satisfaction guarantee.

 *excluding Dermalogica

 

Product Reactions

Reacting to ingredients in products isn't common, but it is never nice.

The first step is for us is to get you the right help for your reaction now, so Contact us straight away. After that, we can assist you in understanding what caused the reaction and get a solution for you. This may mean returning products, trying another product, another brand or even trying different application/usage as active ingredients such as Retinol may cause reactions. This is generally normal as your skin acclimates to the Retinol.



Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Shipping costs are non-refundable.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a 3 business days.

Late or missing refunds
If you haven’t received a refund yet, first check your online statement.
Then contact your credit card company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@skinmart.com.au.



Shipping

Step 1 - The returns process starts with contacting us and discussing the product you would like to return. As we are a professional skin centre, If you are returning the product for satisfaction reasons, we will like to understand further to ensure we are able to ensure you are using the right products for your skin and your able to use them in a way that is best for your skin goals.

Step 2 - For Satisfaction or Change of Mind Returns, securely package the product and use the link below to generate the shipping label to use for a fixed cost of $9.50 from anywhere in Australia:

https://return.auspost.com.au/SKINMART_RETURNS

You will have the option to print the parcel label on your own printer OR simply visit any Australia Post Office and they will print the label for you when you bring in your phone with details. You will find all the details to organise the return on the page.

Alternatively, you can arrange for your own postage to:

Skinmart, 8/252 Allambie Road, Allambie Heights, NSW 2100

 

Somethings to consider when posting products:

a. If you still have packaging that we sent you the item, please re-use that with additional packing material such as newspaper to secure your products. Damaged products may incur a repackaging fee if new packaging is required.

b. Use a tracked mail service such as Australia Post Parcel Post with Signature - You will have the option of insurance that we recommend to ensure your product is protected against damage and loss.

Step 3 - We will notify you when we receive the returned article and begin our returns process. This can take up to 5 days for a refund to be processed.

Step 4 - We will process the refund via the method of payment that you initially made. This process can take up to 5 business days.

 

Return to Sender Parcels:

If your parcel is returned to sender, our customer service team will be in touch to provide you with the next course of action.

1. If the parcel was returned to sender due to an incorrect address being provided prior to shipment, we will cover the additional cost of re-posting the order to you again. We do ask, as we are covering the re-postage cost, for a contribution to covering the Australia Post Return to Sender charge of $10. This will be emailed through to you as a payable invoice in which we will proceed to re-dispatch your order upon payment.

2. If the parcel was returned to sender due to an incorrect delivery made by Australia Post, we will endeavour to repost the items back out to you once the parcel returns to our Head Office.

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