Our Commitment to Excellence
Effective Date: 13/02/2022
At The Skin Lab, we are committed to delivering exceptional care, high-quality treatments, and premium skincare products. We understand that clarity and transparency are essential for our clients, and we aim to provide a clear and fair refund policy in accordance with Australian Consumer Law (ACL).
1. Refund Policy for Cosmetic Procedures
All cosmetic treatments at The Skin Lab are elective, and results may vary between individuals. Refunds are not provided for change of mind or dissatisfaction where the treatment has been performed correctly and in line with industry standards.
- We work closely with our clients to ensure realistic expectations are set during consultation.
- If a client has concerns about their results, we encourage open communication and may offer alternative treatment solutions to optimise the outcome.
- If a refund is considered under exceptional circumstances, it will be assessed by management and processed in accordance with Australian Consumer Law.
- Refunds, if granted, are based on the full-price rate of treatments received, and any package discounts do not apply.
2. Rescheduling, Cancellation & Deposit Policy
To ensure fair access to appointments and maintain a high standard of care, we ask that all clients reschedule or cancel with a minimum of 48 hours’ notice.
All appointments must be confirmed in advance to remain secure. We send reminders in the lead up to your booking. You can confirm your appointment by responding via SMS, email, Timely, or by calling the clinic.
If your appointment is not confirmed, your booking may be released, and both your appointment time and deposit will be forfeited.
Deposits for prepaid packages or individual treatments will also be forfeited if:
- You fail to confirm your appointment.
- You cancel or reschedule with less than 48 hours’ notice.
- You do not attend your scheduled appointment.
Missed sessions from prepaid packages may be deducted from the remaining balance if adequate notice is not given. Repeated late cancellations or no-shows may result in restrictions on future bookings.
3. Refund Policy for Skincare Products Purchased In-Store
We stand by the quality of our skincare products and want you to feel confident in your purchase. For all returns, either in-store or online, proof of purchase is required to proceed with any refund or exchange process. Our risk-free product exchange policy applies under the following conditions:
- Change of Mind: Products may be exchanged for another item of equal or lesser value if less than 25% of the product has been used and the exchange request is made within 14 days of purchase.
- Faulty or Defective Products: If a product is deemed faulty, defective, or does not perform as described, you are entitled to a repair, replacement, or refund under Australian Consumer Law.
- Returns for Faulty Products: Must be requested within 30 days of purchase unless otherwise covered under statutory consumer guarantees.
- Opened or Used Products: If a product has been opened and used inconsistently with the manufacturer’s instructions, a refund may not be granted.
4. Consumer Rights
The Skin Lab adheres to Australian Consumer Law, which provides guarantees for products and services. If a product or service is found to be faulty, defective, or not delivered as promised, we will offer a suitable remedy, which may include a replacement, repair, or refund where applicable.
5. How to Request a Refund or Exchange
If you believe you are eligible for a refund or exchange, please follow these steps:
- For Treatments: Contact our team at hello@theskinlab.com.au with details of your concern.
- For Skincare Products: Return the item to our clinic with proof of purchase within the required timeframe.
- Refund Processing Time: If a refund is approved, it will be processed within 7-10 business days via the original payment method.
6. Contact Us
We are always happy to help and strive to provide the best possible outcomes for our clients. If you have any questions about our refund policy, please contact us at:
📧 Email: hello@theskinlab.com.au
📍 Clinic Address: 12th Floor, Morris Towers, 149 Wickham Terrace, Brisbane QLD 4000
We appreciate your trust in The Skin Lab and look forward to supporting you on your skincare and cosmetic journey.
