Refund policy

Our promise: If your order arrives damaged or you believe it is faulty, please submit a request through our Skinmart Returns Portal as soon as possible. We will work with you to resolve the issue — whether that is a replacement, repair, or refund.

Notification timeframe: Please notify us within 7 days of receiving your order. This timeframe is a requirement of our product stockists and suppliers and helps us investigate and resolve issues promptly.

Return of product: In some cases we may ask you to return the faulty or damaged product within 90 days of receipt. Please do not dispose of the product until our team has had the opportunity to review your request.

To help us assess your claim, we may ask you to provide:

• A photo of the product clearly showing the product name
• A short video clearly showing the fault
• Approximately how much product remains
• The product batch number (usually found on the base of the product)

Reacting to skincare ingredients is not common, but we understand it can be unpleasant when it occurs. If you believe you have experienced a reaction, please submit a request through our Skinmart Returns Portal and our team will assist you.

Our first priority is helping your skin feel comfortable again. After reviewing your request, we will work with you on the best resolution — which may include returning the product for a refund or exchange, trying an alternative product or brand, or adjusting how the product is being used.

Some active ingredients such as retinol may cause temporary adjustment reactions as your skin acclimates. Our team can help you distinguish between a purging or adjustment phase and a true reaction.

To assist our team, please provide:

• Your order number
• A photo of the skin reaction
• How many times you applied the product
• A photo of the product clearly showing the product name
• The product batch number (usually found on the base of the product)
• Answers to any reaction questions provided in the portal

Shipping on returns: Original shipping costs are non-refundable. Return shipping for change-of-mind returns is at the customer's expense.

No Returns Once Opened

For devices such as Omnilux light therapy devices, we are unable to accept returns once the packaging has been opened in any way. This applies for hygiene and safety reasons and is a condition of the product category.

For detailed information about Omnilux devices — including usage, safety, and warranty — please visit our Omnilux FAQ page.

Omnilux Satisfaction Guarantee

Please note that Omnilux does not extend its satisfaction guarantee to retailers, including Skinmart. The Omnilux satisfaction guarantee applies only to devices purchased directly from Omnilux. We recommend reviewing Omnilux's own guarantee terms before purchasing if this is important to you.

Omnilux Adverse Skin Reactions

If you believe you have experienced an adverse skin reaction from using an Omnilux device, please contact our team immediately. To help us assess your case, please provide:

Clear, dated photographs:

• One photo taken before using the device
• One photo taken after, clearly showing the reaction

A detailed description 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

Refund Processing

Once your return is received and inspected, we will notify you whether it has been approved or declined. Approved refunds are processed to your original payment method within 3 business days of approval.

Please allow up to 8 business days from when your return arrives at our warehouse before your refund or replacement is processed. This allows our team to thoroughly inspect items and accommodate peak periods. Original shipping costs are non-refundable.

Sale Items

Items purchased during a sitewide percentage-off promotion are eligible for change-of-mind returns under our standard 120-day satisfaction guarantee, provided they are returned in original unopened packaging.

Clearance Items — Final Sale

All clearance items are Final Sale and are not eligible for return, exchange, or refund for change of mind. If a clearance item arrives faulty or damaged, please submit your request via the Returns Portal within 7 days of receipt. Your rights under the Australian Consumer Law apply regardless of sale status.

All returns are managed through our Skinmart Returns Portal. Please do not send items back without first submitting a request.

Packaging

Please reuse original packaging where possible, with additional packing material to protect the product in transit. Products that arrive back damaged due to inadequate packaging may incur a repackaging fee, and we reserve the right to decline a refund if the product is damaged in transit due to insufficient protection.

Shipping Your Return

We recommend using a tracked mail service (e.g. Australia Post Parcel Post with Signature) and selecting insurance to protect against loss or damage. Skinmart is not responsible for returned items lost or damaged in transit.

Return shipping for faulty or damaged items confirmed by our team will be covered by Skinmart. Return shipping for change-of-mind returns is at the customer's expense.

A parcel may be returned to us as "Return to Sender" for a number of reasons, including an incorrect delivery address entered at checkout, or a parcel not being collected from the post office within Australia Post's holding period.

Incorrect address or uncollected parcel

If your parcel is returned to us for either of these reasons, you will have two options:

Australia Post delivery error

If a parcel is returned to us due to an error on Australia Post's part, we will resend your order at no cost once it arrives back at our warehouse.

If you received a Skinmart product as a gift and need to arrange a return, please contact our team via our contact page with your gift details and we will assist you directly.