Returns Policy

Effective Date: 28/01/2025

At 28N Skincare, we want you to feel confident and supported when shopping with us. Skincare is personal, and individual results and preferences can vary from person to person.

This Returns Policy explains how we handle returns, exchanges, refunds, and customer care requests. This policy does not exclude or limit any rights you may have under the Australian Consumer Law.

Change of Mind or Personal Preference

We do not usually offer refunds for change of mind or personal preference once a product has been opened or used.

This includes situations where the product is not the customer’s preferred texture, scent, finish, richness, or skin feel.

However, we still want to help. If a product does not feel right for your skin, please contact us and we may be able to provide usage guidance, routine advice, an exchange, store credit, or another suitable solution depending on the situation.

Skin Reactions or Product Concerns

If you experience unexpected irritation, discomfort, or a skin reaction, please stop using the product and contact us at info@28nskincare.com.au.

Please include:

• Your order number
• The product name
• A short description of what happened
• Photos, if relevant
• Any other skincare products used at the same time

Because skin reactions can be complex and may be influenced by many factors, each case will be reviewed individually.

Depending on the situation, we may offer usage guidance, an exchange, store credit, partial refund, or refund.

Faulty, Damaged, Incorrect, or Not-as-Described Products

If your product arrives damaged, faulty, incorrect, or significantly different from what you ordered, please contact us as soon as possible at info@28nskincare.com.au.

We will review the issue and provide a suitable remedy, which may include a replacement, exchange, refund, or store credit, in accordance with your rights under the Australian Consumer Law.

Return Timeframe

Please contact us within 30 days of receiving your order for return, exchange, or product concern requests.

For Australian Consumer Law issues, your rights are not limited to this timeframe where the law provides otherwise.

Condition of Returned Products

For hygiene and safety reasons, opened or used skincare products may not always be eligible for return due to change of mind or personal preference.

Where a return is approved, products should be returned in their original packaging where possible.

Proof of Purchase

To help us process your request, please provide your order number or proof of purchase.

Return Shipping

Customers are generally responsible for return shipping costs for change-of-mind or personal-preference returns.

If the product is faulty, damaged, incorrect, or not as described, we will provide an appropriate solution in line with your consumer rights.

Please keep your return tracking number, as 28N Skincare is not responsible for returned parcels lost in transit without proof of return.

Refunds and Store Credit

Approved refunds will usually be issued to the original payment method.

In some cases, we may offer store credit, exchange, or partial refund as a goodwill solution.

Original shipping fees may not be refundable unless required by law.

How to Request a Return, Refund, or Exchange

Please email us at info@28nskincare.com.au with:

• Your full name
• Your order number
• The product name
• The reason for your request
• Photos, if relevant

Our team will review your request and assist you with the next steps.