Return and Refund Policy

At The Skincare Lab, we are committed to providing high-quality skincare products. If you are not completely satisfied with your purchase, please review our return policy below.

1. Eligibility for Returns

• Returns are accepted within 30 days of receiving your order.
• Items must be unused, unopened, and in their original packaging to be eligible for a return.
• For hygiene and safety reasons, we cannot accept returns of used or opened products.
• Proof of purchase (order number or receipt) is required for all returns.

2. Non-Returnable Items

• Opened or used skincare products.
• Gift cards or promotional items.
• Items purchased during clearance or final sale events.

3. Damaged or Defective Products

If you receive a damaged or defective product, please contact us within 7 days of receiving your order at support@theskincarelab.com.au. Provide a photo of the damaged item, and we will arrange a replacement or refund at no extra cost.

4. Return Process

1. Contact our customer service team at support@theskincarelab.com.au with your order details and reason for return.
2. Once approved, you will receive return instructions, including the return shipping address.
3. Pack the item securely and send it back using a trackable shipping method.
4. After we receive and inspect the returned item, we will process your refund or exchange.

5. Refunds

• Refunds will be issued to the original payment method within 5 - 10 business days after we receive the return.
• Shipping fees are non-refundable, except in cases of incorrect or defective items.
• If your return does not meet the eligibility criteria, it may be rejected, and we will notify you accordingly.

6. Exchanges

• We offer exchanges only for defective or damaged products. If you wish to exchange for a different item, please place a new order and return the unwanted item separately.

7. Return Shipping Costs

• Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong item sent or defective product).
• We recommend using a trackable shipping service to ensure safe delivery of your return. The Skincare Lab is not responsible for lost return shipments.

8. Contact Us

If you have any questions about our Return Policy, please contact us at support@theskincarelab.com.au.