Refund policy

Refund Policy – Skin Alchemy by Emma Jensen

Effective date: 14 August, 2025 

Contact: info@skinalchemybyemmajensen.com.au

1. Eligibility for Returns

We accept returns for both defective and non-defective products if: The return request is made within 14 days of receiving your order; Items must be unused, in their original packaging, and in new condition; Proof of purchase (e.g., receipt or order confirmation) is provided.

2. Non-Returnable Items

We do not accept returns for: Digital/downloadable products; Customised or personalised items; Products marked as 'final sale' or 'non-returnable.'

3. How to Return

Returns can be made through the following methods: In-store – drop off your item at our clinic; Drop-off location – contact us for details; By mail – follow instructions provided after initiating the return.

4. Fees and Refunds

Return Label: Customers are responsible for return shipping costs unless the return is due to our error. Restocking Fee: A 10% restocking fee will be deducted from the refund amount. Processing Time: Refunds will be processed within 14 days of receiving your returned item.

5. Damaged or Defective Products

If your item arrives damaged or defective: Contact us within 48 hours with photos of the issue. We will replace the item or issue a refund at no additional cost.

6. Cancellations

Orders can be cancelled within 24 hours of placement. After shipping, cancellations are not possible.