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Refund policy

Effective Date: 1 January 2026

At SKINLY21, we take pride in the quality of our products. Our Return and Refund Policy is designed to protect your customer rights in strict accordance with the Australian Consumer Law (ACL).

1. No Returns for Change of Mind

Due to the hygiene and nature of skincare products, SKINLY21 does not offer refunds, returns, or exchanges for change of mind once an order has been shipped. Please choose your products carefully before purchasing.

2. Damaged or Faulty Items

All products are carefully inspected prior to dispatch. While we take great care in packaging your order, damage may occasionally occur during transit.
If you receive a damaged, faulty, or incorrect item, you are entitled to a remedy under the ACL:
  • Reporting Period: You must contact us within 14 days of receiving your order.
  • How to Claim: Email us at support@skinly21.com.au with your order number, product name, and clear photos of the affected product(s).
  • Outer Packaging: Please note that cosmetic damage to the outer shipping box alone does not qualify for a replacement or refund if the product inside remains intact and safe to use.
  • Time Limit: If more than 14 days have passed since delivery, we are unfortunately unable to offer a refund or exchange for damaged goods, subject to your statutory rights under the ACL.

3. Refund Process

Once your claim for a damaged or faulty item is approved, your refund will be processed back to your original payment method.
If you have been notified of a successful refund but have not yet received the funds, please follow these steps:
  1. Check Your Statement: Double-check your banking or credit card account.
  2. Contact Your Card Provider: Card companies often take time to officially post a transaction.
  3. Contact Your Bank: Processing times vary greatly between financial institutions.
Please allow up to 10 business days for the refund to appear in your account. If you have completed these steps and still have not received your funds, please contact us at support@skinly21.com.au.

4. Consumer Guarantees (ACL)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

5. Contact Us

For all return and refund enquiries, please contact our team:
  • Email: support@skinly21.com.au
  • Return address will be provided via email upon approved claim.