Refunds

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at [email protected] If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at [email protected]

The products we stock are cosmeceutical & paramedical grade and it is important to always use products as directed by a skin specialist.

If you notice any skin changes not expected from using your prescribed products , please stop using the product immediately and call us on 03 52615560 or email at [email protected] Please provide photos if relevant.

Whilst we do our best with packaging unfortunately sometimes products get damaged or maybe  faulty. You must contact us within 24 hours of receiving your product/s

We require photo/visual proof of the damage products

Once we receive the product/s, we will process the refund or supply replacement in accordance with the relevant companies procedure..

Whilst we do our best with packaging unfortunately sometimes products get damaged or maybe faulty. You must contact us within 24 hours of receiving your product/s

  • We require photo/visual proof of the damage products
  • Once we receive the product/s, we will process the refund or supply replacement in accordance with the relevant company’s procedure.
  •   In the rare instance you’ve had a reaction to a product, please take a photo of the reaction and discontinue use of the product immediately. Allergy returns must be less than 20% used upon arrival back with us.
  • For More information on Refunds, Postage and our Free Delivery Threshold contact us at (03) 5261 5560.

All approved returns will receive a credit refund back to the original Credit Card, Afterpay or PayPal account used to make the purchase. We do not offer exchanges for incorrect items, only refunds. Therefore, all approved returns are firstly refunded before a new order is created. The customer is responsible for all delivery charges associated with a returned item, unless deemed an error on behalf of soul skin or the manufacturer. A delivery fee of $4.95 will be incurred if the returned product and subsequent refund reduces the original order below the Free Delivery Threshold (currently $200.00).

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.