Returns Policy
Effective Date: October 2025
Last Updated: November 9, 2025
This Returns Policy outlines the conditions under which Skin Ethos accepts returns, exchanges, and refunds for products and services. It should be read in conjunction with our Terms & Conditions, Cancellation Policy, and Shipping Policy.
1. Services
Once a service or treatment has been provided, it is non-refundable, except as required under the Australian Consumer Law (ACL).
2. Retail Products
Skin Ethos retails professional skincare products both directly and through our supplier partner, Salon Lane.
- Image Skincare products are sold and fulfilled directly by Skin Ethos. Returns or exchanges for these products are managed by us under this policy.
- Dermalogica, Murad, and other professional brands supplied via Salon Lane are subject to Salon Lane’s return terms. Skin Ethos will assist in coordinating any such return or exchange on your behalf.
To initiate a product return, please refer to our Returns Process below. Returns must not be sent to the clinic without prior authorisation.
3. Return Eligibility
- The product must be unused, unopened, and in its original packaging.
- Proof of purchase (e-receipt or Salon Lane invoice) is required.
- Return requests must be made within 14 days of receiving the item.
We do not accept returns for change of mind.
4. Damaged, Faulty, or Incorrect Items
If a product arrives damaged, faulty, unsafe, or not as described, you are entitled to your choice of a refund, exchange, or replacement in accordance with the Australian Consumer Law. Where a product is damaged through misuse, accident, or abnormal use, a refund or exchange may not be provided.
5. Allergic Reactions
Products cannot be returned due to allergic reaction, irritation, or personal preference once opened or used, unless otherwise required under the Australian Consumer Law. We encourage clients to book a consultation before purchasing new products to ensure suitability.
6. Returns Process
- Contact Skin Ethos by email at info@skinethos.com.au or by phone on 0466 976 444 to request a return.
- Provide your name, order details, and reason for the return.
- If approved, you will receive instructions on where and how to return the product.
- Once your return is received and inspected, we will notify you of the outcome and process any applicable refund or exchange.
Refunds are processed to the original payment method within 5–10 business days after approval.
7. Gifted or Promotional Items
Gifted items, promotional products, complimentary samples, or gifts-with-purchase are not eligible for return, exchange, or refund, unless the item is faulty or not as described, in which case your rights under the Australian Consumer Law still apply.
8. Australian Consumer Law
This policy operates in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes or limits your statutory rights.
9. Updates
Skin Ethos may amend this policy periodically to reflect operational changes or updates to consumer law. The latest version will always be available on our website with the effective date clearly displayed above.
10. Related Policies
- Terms & Conditions
- Cancellation Policy
- Shipping Policy
- Privacy Policy
- Gift Voucher Terms & Conditions
- Buy Now, Pay Later Information
11. Contact Us
A.C.N. 676 748 959 PTY LTD trading as “Skin Ethos”
Studio 10, Salon Lane, 488 Pacific Hwy,
St Leonards NSW 2065, Australia
📞 0466 976 444 ✉️ info@skinethos.com.au
