Refund policy

Fresh Face Skin - Faulty Product Policy

We take product quality seriously and comply with the Australian Consumer Law.

If you believe a product is faulty, please contact us as soon as possible via email: info@freshfaceskin.com.au so we can get back to you with next steps and properly assess the issue.

To investigate properly, the product must be returned with the original packaging, the batch code visible, and a reasonable amount of product remaining.

Please note:

  • Products that have been significantly used (more than 50% used) cannot be assessed as faulty and are not eligible for replacement.

  • Faults should be reported within 30 days of purchase, unless the fault is clearly present upon first use (e.g. broken pump on first use, compromised product).

  • If a product is found to be faulty upon assessment, we will provide a replacement or remedy in line with the Australian Consumer Law.

  • For hygiene and safety reasons, we do not accept change-of-mind returns on skincare products.

If you notice an issue, please contact our team immediately so we can help.

“What happens if my product is faulty?”

If something doesn’t seem right, please reach out to us as soon as possible so we can help.

To assess a fault, the product must be returned with the original packaging, the batch code visible, and a reasonable amount of product remaining. Because skincare is a consumable, we’re unable to replace items that have been significantly used (more than 50% used), as we can’t verify when the issue occurred.

If the product is found to have a genuine manufacturing fault, we will replace it in line with the Australian Consumer Law.