(a) Skinned Pty Ltd (ACN 641 182 845 (we, us, or our) supplies cosmetic goods, including body and face oils. We want you to be completely satisfied with your purchase.
(b) You should read this returns policy prior to making a purchase from Skinned, so you are familiar with:
(i) our policy on refunds and returns; and
(ii) your rights under the Australian Consumer Law (ACL).
2. Returns and Change of Mind
(a) If for any reason you are dissatisfied with any product purchased from us, please let us know via email at firstname.lastname@example.org and we will be happy to discuss your concerns.
(b) When you buy, you should choose carefully. In the event that you are not satisfied with Skinned’s products, we will be happy to provide a replacement, exchange or full refund. However, you will need to provide us with the details of your purchase and in some cases, you may need to return the product to us.
(c) Please note we do not offer refunds if you simply change your mind about a purchase from us.
3. Consumer Guarantees
(a) Where the ACL applies, our goods come with guarantees that cannot be excluded under the ACL, including guarantees that the products will be of acceptable quality (Consumer Guarantees).
(b) You are entitled to:
(i) a replacement or refund for a major failure (the product is unsafe); and
(ii) compensation for any other reasonably foreseeable loss or damage.
(c) You are also entitled to have the goods replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
(d) Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.
4. Remedies Available
(a) We will arrange for the replacement (at our discretion) of any defective products directly purchased from us.
(b) If we elect to replace the defective goods, we will replace the goods with the same type of goods or a comparable or close equivalent, taking into account quality and availability of the goods.
(c) If we are unable to replace the defective goods, we will provide you with credit for the value of the price paid for the goods, unless we are required to provide a refund under the ACL. In order for a refund to be issued, you will need to return the product back to us. After it is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. If you have not received a refund after 5 business days following our approval notification, follow the steps below:
(i) Check your bank account.
(ii) Contact your credit card company, noting it may take some time before your refund is officially posted.
(iii) Contact your bank, noting there is often some processing time before a refund is posted.
(iv) If you have done all of this and you still have not received your refund yet, please send us an email at email@example.com.
5. Conditions for Claiming a Refund
We are confident you will love our products, however if they do not work for you, we will offer you a refund and request that the product be returned back to us for quality assurance.
To claim a refund or a credit, the following additional conditions must be met:
(a) you must have used the goods in accordance with our instructions and, if applicable, the manufacturer’s instructions, in normal environmental conditions;
(b) you must be the original purchaser of the goods from us;
(c) you must provide proof of purchase of the goods (eg order number, receipt or invoice);
(d) you must follow the claims procedure outlined in section 6 below; and
(e) the goods must not have been subject to accident, neglect, abuse, abnormal use, misuse, acts of God, extreme weather condition or other force majeure event.
(f) you will also need to return the item. Returns should be addressed to:
PO Box 6234 Maroochydore BC Queensland AU 4558
6. Claims Procedure
(a) You should follow these steps to make a claim for refund or credit:
(i) contact the Skinned customer support team by sending an email to firstname.lastname@example.org;
(ii) provide proof of purchase of the goods (eg order number, receipt or invoice); and
(iii) provide complete details about the issues you are experiencing with the goods.
(b) We need to be satisfied:
(i) that the product is faulty;
(ii) with the cause of the fault; and
(iii) that the problem with the goods was not your fault.
(c) We reserve the right to have returned goods assessed within a reasonable timeframe by the manufacturer to determine this, including whether the goods are defective.
(d) Where a product is damaged through misuse, accident or abnormal use, the ACL or any manufacturer’s warranty may not apply, and we may choose not to provide a refund, exchange or repair (if applicable).
Skinned’s returns policy does not cover the following:
(a) costs associated with return freight, transportation or delivery of the goods, unless expressly authorised by us at our discretion;
(b) service call fees for the defective goods;
(c) any damage to, or loss of, the goods that occurs during or as a result of transportation or delivery;
(d) any physical damage to the goods that is not caused by us; and
(e) damage to goods caused by misuse or negligence, whether accidental or intentional.
Despite the above, we may be required to pay some of the above costs under the ACL.
8. Contact Us
For any questions about Skinned’s returns policy, please send us an email at email@example.com.
Last updated: 7 April 2021