Returns and refunds

Our goods come with guarantees that can't be excluded under the Australian Consumer Law. This page is in addition to those rights and does not limit them.

• If there is a major problem (for example, the item is unsafe, very different from its description, or has a serious fault that would have stopped you buying it), you can choose a refund or a replacement. You may also be entitled to compensation for the drop in value or for other losses that were reasonably foreseeable.
• If there is a minor problem, we'll repair or replace the item or, if we can't or won't fix it in a reasonable time, give you a refund. We may choose between repair, replacement or refund.
• There's no fixed deadline for faults. How long you can claim depends on the product and the problem, and what is reasonable.
• Reasonable costs of returning a faulty item are on us.
• Refunds are made in the same form as your original payment.

If an item arrives damaged, faulty, or isn't what you ordered, email us at support@skinovadiary.com with your order number and photos of the item and packaging. We'll replace it or refund it, and we'll cover reasonable return postage. We won't charge restocking, handling or inspection fees.

The Australian Consumer Law doesn't require a refund just because you've changed your mind. We offer one anyway:

• You can return an item within 14 days of delivery.
• It must be unused, unopened and in its original packaging (for hygiene reasons).
• You pay the return postage.
• You choose a refund, or an exchange if the item you want is available.
• This is an extra offer. It never reduces your rights above.

We can't accept change-of-mind returns on items that have been opened or used, or after 14 days. If an item has a fault, it isn't a change-of-mind return: use the faulty items process above.

1. Email support@skinovadiary.com with your order number and the item or items. Please do this before you post anything.
2. We'll confirm where to send it.
3. Post it back (we suggest a tracked service for your own protection) and send us the tracking number.

For a faulty or damaged item, include photos so we can sort it out quickly.

We refund you within 5 business days of the returned item arriving and being checked. Refunds go to your original payment method. Your bank or card provider may take a few more days to show it.

Stop using it. If your reaction is severe or doesn't settle, see a doctor. Then email us. Whether you're entitled to a refund depends on the circumstances (for example, whether there's a fault or the product isn't as described), and we'll look at your options. If it's unopened and within 14 days, you can return it under our change-of-mind returns. We always suggest a patch test before using a new product: see our FAQ.

You can return a whole set or, if you haven't opened an item, a single unopened item from it. If a set item is faulty, tell us which one, and your rights above apply.

Email us as soon as you can with your order number. If we haven't posted it yet, we'll cancel it and refund you in full to your original payment method, within 5 business days of confirming the cancellation. If it has been posted, you can return it under change-of-mind returns when it arrives, or under the faulty items process if there's a problem.

Email support@skinovadiary.com. We reply within 1-2 business days. See also Shipping and delivery and our Contact page.