Refund policy

Faulty or Damaged Goods

Our Promise: If your order arrives damaged or you believe it’s faulty, please submit a request through our Skinmart Returns Portal as soon as possible so our team can review the issue.

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

Timeframe: Please notify us within 7 days of receiving your order. In some cases we may require the faulty or broken product to be returned within 90 days of receiving your order.

To help us assess the issue, 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 located on the base of the product)

Please do not dispose of the product until we have had the opportunity to review the issue.

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Product Reactions

Reacting to ingredients in skincare products isn't common, but we understand it can be unpleasant when it occurs. If you believe you have experienced a reaction, please submit your request through our Skinmart Returns Portal so our team can assist you.

Our first priority is helping your skin feel comfortable again. After reviewing your request, we can assist you in understanding what may have caused the reaction. This may involve: Returning the product, trying an alternative product or brand, or adjusting how the product is used.

Some active ingredients, such as Retinol, may cause temporary reactions as your skin adjusts.

To assist our team, we may ask you to 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 located on the base of the product)
• Reaction Return form and questions

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Satisfaction Guarantees

120-Day General Guarantee

Buy with confidence knowing you're covered by our 120-day satisfaction guarantee. If you decide you no longer want or need your purchased products, you can return the product in original unopened packaging for a full product refund.

Please note that change-of-mind returns of items that have been opened are not accepted* (Excluding Dermalogica). Shipping costs are non-refundable, and return shipping for change-of-mind returns is at the customer's expense.

Dermalogica Satisfaction Guarantee

If you are not entirely happy with your Dermalogica product, you may return it provided more than 50% of the product remains. To begin this process, please submit your request through the portal and include your order number and product details.

Skinmart Nutrition Guarantee

We believe that everyone deserves to see real, visible improvements in their skin. Our guarantee reflects the confidence we have in our curated skin nutrition products. Read more about our Nutrition Guarantee here.

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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 retailers, including Skinmart. Only devices purchased directly from Omnilux are covered by their satisfaction guarantee.

Omnilux Device Return Policy (Adverse Reactions)

If you believe you have experienced an adverse skin reaction, please contact our team. To help us understand the situation, please provide:

Clear, dated photographs:

• One before photo taken prior to using the device
• One after photo showing the reaction

Detailed description including:

• When the reaction began
• What you noticed (e.g. redness, irritation, dryness)
• How your skin responded over time
• Any actions taken following the reaction

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Refunds & Clearance Items

Once your return is inspected, we will notify you of the approval or rejection. Approved refunds are processed to your original method of payment within 3 business days. Shipping costs are non-refundable.

Clearance and Sale Items: All clearance items are Final Sale. These are not eligible for return, exchange, or refund unless found to be faulty or damaged upon receipt. If faulty, please submit your request via the portal within 7 days.

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How to Initiate a Return

Packaging: If possible, reuse original packaging with additional packing material to secure the product. Damaged products may incur a repackaging fee. Please note that we reserve the right to deny a refund if the product is damaged during transit back to us due to it not being properly protected in wrapping.

Return Processing Window: Once your return has successfully arrived at our warehouse, please note that processing your return, replacement, or refund can take up to 8 business days. This processing timeframe allows our team to thoroughly inspect items and keeps us covered during peak periods or unexpected staff absences.

Shipping: Use a tracked mail service (e.g. Australia Post Parcel Post with Signature). We recommend selecting insurance to protect against loss or damage.

Return to Sender Parcels

1. Incorrect Address: If returned due to an incorrect address provided, we will cover reposting but ask for a $15 contribution to cover the Australia Post return charge.

2. Incorrect Delivery: If returned due to an Australia Post error, we will resend items once the parcel returns to our Head Office.

Late refund or questions? Contact us at hello@skinmart.com.au