Returns

We want you to love your products. If something isn’t right, we’re here to help.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To start a return, you can contact us at info@eliaskin.co.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note that returns will need to be sent to the following address: PO Box 122, Berwick, Victoria, 3806.

CHANGE OF MIND RETURNS

Due to hygiene and health regulations, we do not accept returns, exchanges, or refunds for change of mind. This can include unwanted items and incorrect selections.

Please choose carefully before purchasing.

DAMAGED, FAULTY OR INCORRECT ITEMS

If you receive the wrong item or your product arrives:

  • Damaged
  • Leaking
  • Defective

Please contact us within 14 days of receiving your order at info@eliaskin.co and include the following details:

  • Your full name
  • Order number
  • Photos of the item and the packaging
  • A brief description of the issue

Once assessed and approved, we will provide you with a replacement product, store credit or full refund to your original payment method at no cost to you.

ALLERGY OR SKIN REACTION

Your skin’s safety matters to us. If you experience an adverse skin reaction, please:

  1. Stop using the product immediately

  2. Take photos of the reaction (if possible)

  3. Contact us within 14 days at info@eliaskin.co including a brief description and where possible, pictures of the reaction so we can access the situation and provide you with support

     

     

Depending on the assessment, we may provide a refund or a store credit. Please note that individual sensitivities vary; however, your consumer rights remain protected where a product is faulty or unsafe.

REFUNDS

Once your return has been received and assessed, we will notify you of the outcome.

Approved refunds will be processed within 7–10 business days back to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Shipping costs are non-refundable, except in cases where the product is faulty, damaged, or sent in error.

EXCEPTIONS / NON-RETURNABLE ITEMS

We are unable to provide returns or refunds for:

  • Change of mind
  • Products purchased from unauthorised retailers or resellers
  • Free gifts or promotional items
  • Gift cards
  • Returns requested outside the 14-day timeframe

CONTACT US

For any questions about this policy, please contact us at info@eliaskin.co.

This policy applies to purchases made via www.eliaskin.co and does not limit your rights under the Australian Consumer Law or the New Zealand Consumer Guarantees Act.