Refund & Returns Policy
Last updated: September 2026
This Refund & Returns Policy applies to retail products purchased through the Facial Harmony Skin & Dental online store at facialharmony.au.
Facial Harmony Skin & Dental is operated by Facial Harmony Clinic Pty Ltd (ABN 72 633 473 560).
This policy applies to retail product purchases only. Dental treatments, skin treatments, appointments, deposits and other clinical services may be subject to separate booking, cancellation, consent and treatment policies.
Nothing in this policy limits or excludes your rights under the Australian Consumer Law.
Change-of-mind returns
We offer a 30-day change-of-mind return period for eligible products.
You must contact us within 30 days of receiving your order to request a return.
To be eligible for a change-of-mind return, the product must be unused, unopened, in its original sealed packaging and in a condition suitable for resale. You will also need to provide proof of purchase.
For hygiene and product-integrity reasons, opened or used skincare, cosmetics, personal-care products or other products with a broken hygiene or tamper seal cannot be returned simply because you have changed your mind.
Change-of-mind returns are also not available for gift cards, personalised or special-order products, or sale and clearance items.
These exclusions apply only to change-of-mind returns and do not affect your rights where a product is faulty, damaged, unsafe, incorrectly supplied or otherwise does not meet the consumer guarantees under Australian Consumer Law.
How to request a return
Before returning an item, please contact us at:
Please include your name, order number, the product you would like to return and the reason for your return.
If your return is eligible, we will provide instructions for returning the product.
Please do not send products back without first contacting us, as this may delay the processing of your return.
Approved returns should be sent to:
Facial Harmony Skin & Dental
3/1A Carrington Rd
Box Hill VIC 3128
Australia
Return postage
For an eligible change-of-mind return, the customer is responsible for return postage costs unless we agree otherwise. We recommend using a tracked shipping service, as we cannot process a return until the product has been received.
Original shipping charges are not refundable for a change-of-mind return.
Where a product is confirmed to have a fault or other problem covered by Australian Consumer Law, we will provide the remedy required by law and reimburse reasonable return postage costs where applicable.
Damaged, faulty or incorrect products
Please inspect your order after delivery.
If you receive an item that appears faulty, damaged, incorrect or different from what you ordered, please contact us as soon as reasonably possible at info@facialharmony.au so we can investigate.
Where helpful, we may ask you to provide photographs of the product, packaging or shipping label to assist us with the investigation.
Your rights in relation to faulty or defective products are governed by Australian Consumer Law and are not limited to 30 days.
Depending on the circumstances and whether the issue is considered major or minor under Australian Consumer Law, you may be entitled to a repair, replacement, refund or another remedy.
Skincare and personal-care products
For hygiene, safety and product-integrity reasons, skincare, cosmetics and other personal-care products that have been opened, used or had their hygiene seal broken are generally not eligible for a change-of-mind return.
However, this does not affect your rights if the product is faulty, unsafe, incorrectly described or otherwise fails to meet the consumer guarantees under Australian Consumer Law.
If you believe there is a problem with a skincare or personal-care product, please contact us before disposing of the product or its packaging.
Sale items
Sale or clearance products are not eligible for a change-of-mind return unless otherwise stated at the time of purchase.
This does not affect any rights you may have under Australian Consumer Law if the product is faulty or otherwise fails to meet a consumer guarantee.
Gift cards
Gift cards are not redeemable for cash and are not refundable for change of mind, except where required by law.
Any applicable gift-card terms, expiry requirements and consumer protections continue to apply.
Exchanges
For change-of-mind requests, the simplest way to obtain another product is generally to return the eligible item in accordance with this policy and place a new order once the return has been approved.
Where a product is faulty or otherwise covered by Australian Consumer Law, your available remedy will depend on the circumstances and applicable consumer guarantees.
Refunds
Once we receive and inspect an eligible return, we will let you know whether the return has been approved.
Where a refund is approved, it will generally be processed back to the original payment method within 10 business days.
Your bank, credit-card provider or payment provider may require additional time to process the refund after it has been issued by us.
If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at info@facialharmony.au.
Australian Consumer Law
Our change-of-mind policy operates in addition to your rights under Australian Consumer Law.
Consumer guarantees may apply where goods are faulty, unsafe, not of acceptable quality, do not match their description or are not fit for a stated purpose.
Nothing in this Refund & Returns Policy is intended to exclude, restrict or modify any right or remedy that cannot lawfully be excluded.
Contact us
For questions about returns, refunds or an online order, please contact:
Facial Harmony Skin & Dental
Facial Harmony Clinic Pty Ltd
ABN 72 633 473 560
3/1A Carrington Rd
Box Hill VIC 3128
Australia
Email: info@facialharmony.au
Phone: (03) 8899 6497
Website: facialharmony.au