Returns & Refunds

Effective Date: 9 July 2026

At Face Clinik, we are committed to providing high-quality services and products while complying with the Australian Consumer Law (ACL). This Returns & Refunds Policy outlines our approach to refunds, exchanges, cancellations, and prepaid services.

1. Your Rights Under Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

If a product or service has a major failure or does not meet the consumer guarantees under the ACL, you may be entitled to a repair, replacement, refund, or other remedy as provided by law.

2. Treatment Services

Payment for consultations and treatments is for the professional time, expertise, and services provided.

As treatment outcomes vary between individuals, we do not provide refunds simply because the desired or expected results were not achieved.

Where appropriate, your practitioner may recommend a review appointment or additional treatment based on your clinical assessment.

3. Consultation Fees

Consultation fees are generally non-refundable once the consultation has taken place, as they cover the professional advice, assessment, and time provided by your practitioner.

4. Deposits and Appointment Cancellations

Some appointments may require a deposit to secure your booking.

If you need to cancel or reschedule your appointment, we kindly ask that you provide at least 24 hours' notice.

Late cancellations, missed appointments, or failure to attend may result in:

• forfeiture of your deposit;

• a cancellation fee; or

• payment of the full consultation fee, where permitted and advised at the time of booking.

5. Skincare Products

We accept returns of unopened, unused skincare products in their original packaging within 14 days of purchase, provided proof of purchase is supplied.

For hygiene and safety reasons, we cannot accept returns or offer refunds for:

• opened or used skincare products;

• products with damaged or missing packaging;

• products that have been improperly stored after purchase.

If a product is faulty, damaged, or not of acceptable quality, we will provide a remedy in accordance with Australian Consumer Law.

6. Gift Cards and Gift Vouchers

Gift cards and vouchers:

• are not redeemable for cash;

• are non-refundable except where required by law;

• may not be replaced if lost or stolen; and

• must be used before any applicable expiry date, where permitted by law.

7. Treatment Packages

Prepaid treatment packages are generally non-refundable after treatments have commenced.

If you choose not to continue with a package before all treatments have been used, any refund request will be assessed on a case-by-case basis and may take into account:

• treatments already received;

• promotional discounts applied at purchase;

• administrative costs where permitted by law; and

• your rights under Australian Consumer Law.

Unused package balances are not redeemable for cash unless required by law.

8. Promotional Offers

Special offers, promotional pricing, and discounted packages are available only during the advertised promotional period and cannot be applied retrospectively.

Unless required under Australian Consumer Law, promotional purchases are not refundable simply because a promotion has ended or changed.

9. Refund Processing

Where a refund is approved, it will generally be processed using the original payment method.

Please allow 5–10 business days for the refund to appear in your account, depending on your financial institution.