Refund policy

 

Faulty or Damaged Goods

 

• Our Promise: If your order arrives damaged or you believe it’s faulty, please contact our customer service team as soon as possible.

• Resolution: We’ll work with you to resolve the issue—whether it’s a replacement, repair, or refund.

• We often require the return of the faulty/broken product within 90 days of receiving your order. Please notify us within 7 days of receiving your order.

 

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.

 

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

 

Dermalogica Satisfaction Guarantee

 

• Product Guarantee: Dermalogica products purchased from us come with a satisfaction guarantee. If you are not entirely happy with your Dermalogica product, you may return it provided more than 50% of the product remains.

• No-Hassle Returns: Simply contact our customer service team with your order number and product details, and we’ll guide you through the process.

 

 

Devices (e.g., Omnilux)

 

No Returns Once Opened

For devices such as Omnilux, we are unable to accept returns once the packaging has been opened in any way.

 

Omnilux Guarantee

Please note that Omnilux does not extend a satisfaction guarantee to it's retailers, including GLO Skin Body. Only devices purchased from Omnilux are covered by their satisfaction guarantee, if this is important to you - we recommend purchasing directly from Omnilux.

 

Omnilux Device Return Policy Due to Adverse Skin Reactions

At Skinmart, your skin health and overall wellbeing are at the heart of everything we do. While the Omnilux LED device is a scientifically-backed, non-invasive treatment designed to support skin rejuvenation and healing, we recognise that individual responses can vary.

If you believe you have experienced an adverse skin reaction following the use of your Omnilux device, we ask that you contact us directly to initiate an assessment. To help us fully understand your experience and provide appropriate support, please supply the following:

• Clear, dated photographs:

  • One before photo taken prior to using the device

  • One after photo showing the reaction, clearly dated

• A detailed written description of your experience, including:

  • When the reaction began

  • What you noticed (e.g. redness, irritation, dryness)

  • How your skin responded over time

  • Any actions you took following the reaction

We assess each case individually with care and integrity. This process helps us ensure the device was used correctly, and allows our team to support you with personalised skincare guidance moving forward.

This policy is in place to support genuine cases where a client’s skin health has been affected. Misuse of this process undermines our ability to care for our clients responsibly and ethically.

If you have any questions, or need help documenting your experience, our team is here to guide you every step of the way.

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.


How to Initiate a Return

 

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 our team will provide return options to make this process easy!

 

Some things 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.