Refund policy

Returns, Refunds and Cancellations

Last updated: 25 August 2026

This policy applies to retail and approved salon orders placed with Skin & Co Australia. Nothing in this policy excludes or limits rights available under the Australian Consumer Law.

Faulty, damaged, incorrect or not as described

If an item is faulty, damaged in transit, incorrect or materially different from its description, contact us as soon as possible with your order number and clear photos of the item, packaging and shipping label. We will assess the issue and provide an appropriate remedy, which may include replacement, repair, refund or another remedy required by Australian Consumer Law. We will cover reasonable return costs where the product is confirmed to have a covered problem.

Change of mind

You may request a change-of-mind return within 14 days after delivery. The product must be unopened, unused, in its original sealed packaging, undamaged and suitable for resale. For hygiene and safety reasons, opened or used cosmetics, haircare products, tools and professional chemical products cannot be returned for change of mind.

Approved change-of-mind return postage is paid by the customer. Original shipping charges and any additional split-shipment or redelivery charges are not refundable for change-of-mind returns. Any refund is processed after the returned item has been received and inspected.

Professional and salon products

Professional-use products must be ordered by an approved salon account. Please check the product, size, variant and quantity before payment. Opened professional products and chemical-service products are not returnable for change of mind. Statutory rights for faulty, unsafe, incorrect or misdescribed goods still apply.

Cancellations

Contact us immediately if you need to cancel. We will try to cancel an order before procurement, packing or dispatch, but cancellation is not guaranteed once an overseas warehouse request, consolidated shipment or Aramex label has been processed. If cancellation is possible, the refund will be made to the original payment method.

How to request a return

Email mucotamaster@gmail.com with your order number, the reason for the request and supporting photos where relevant. Do not send a return until we provide return instructions. Unauthorised returns may be delayed or refused where permitted by law.

Refund processing

Approved refunds are issued to the original payment method. Banks and payment providers may take additional time to display the refund. We will notify you when the refund has been processed.