Refund policy

Due to the hygienic, personal-care nature of skincare and cosmetics, we do not offer returns, refunds or exchanges for change of mind, incorrect selection or personal preference once an order has been dispatched.

Nothing in this policy limits your rights under the Australian Consumer Law. If a product is faulty, damaged, not as described or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy.

Damaged or Defective Items

We inspect every product for quality before it's packed. If your item arrives damaged (e.g. a leaking or broken container):

1. Contact us at hello@skincupid.com.au within 14 days of receiving your order.
2. Include your order number and clear photos of the damage. Damage to the outer shipping box alone doesn't qualify if the product inside is intact.
3. Once approved, we'll provide instructions for returning the item. Approved refunds go to your original payment method within a few business days.

Sale & Clearance Items

Promotional, sale and clearance items are not eligible for change-of-mind returns or exchanges.

However, these items remain covered by the Australian Consumer Law. If an item is faulty, damaged, not as described or otherwise fails to meet a consumer guarantee, and the issue was not clearly disclosed before purchase, you may be entitled to a repair, replacement, refund or another remedy.

Skin Reactions & Patch Testing

Skin responds differently from person to person. We recommend checking the ingredients list and doing a small patch test before full use, especially if you have sensitive skin. We're not liable for reactions caused by individual sensitivity, misuse, or skipping a patch test — this doesn't affect your right to a remedy under the Australian Consumer Law if a product itself is faulty or not of acceptable quality.