Refund policy

Returns & Refunds Policy

We want you to feel confident when purchasing products from our online store. Please read the following policy before placing your order.

Change of Mind

We do not offer refunds, exchanges or returns for change of mind.

This includes situations where you:

purchase the wrong product;
decide you no longer want or need the product;
change your mind after placing an order;
find the product cheaper elsewhere; or
decide that the product is not suitable for your personal preferences.

Please carefully review product information, ingredients, directions for use and any available product information before purchasing.

Adverse Reactions or Personal Intolerance

We do not offer refunds or exchanges where a product has been used and the customer experiences an individual adverse reaction, sensitivity, irritation or intolerance, provided the product is not faulty, defective or otherwise in breach of the Australian Consumer Law.

Products can affect individuals differently, and we recommend reviewing the ingredients and intended use of a product before purchasing. If you have known allergies, sensitivities or a history of reactions to particular ingredients, please seek appropriate professional advice before use.

If you experience a reaction, discontinue use of the product and seek appropriate medical advice if required.

This section does not limit your rights under the Australian Consumer Law where a product is defective, unsafe, faulty, not as described or otherwise fails to meet a consumer guarantee.

Faulty, Damaged or Incorrect Products

If you believe you have received a faulty, damaged or incorrect product, please contact us as soon as reasonably possible at orders@rosaceacareclinic.com.au Please provide:

your order number;
the name of the product;
a description of the issue; and
photographs where relevant.

We may request the product to be returned for assessment.

Where a product is found to have a problem covered by the Australian Consumer Law, we will provide the appropriate remedy in accordance with your consumer rights. Depending on the nature and severity of the problem, this may include a repair, replacement or refund.

Products Damaged During Delivery

If your order arrives damaged, please contact us promptly with photographs of the packaging and product so that we can assess the issue and assist you with the appropriate remedy.

Incorrect Products

If we have sent you an incorrect product, please contact us before using it. We will arrange an appropriate remedy at no additional cost to you where the error is ours.

Change of Mind After Dispatch

Once an order has been dispatched, we are unable to cancel the order due to change of mind.

If you refuse delivery or return the parcel to us, this does not constitute acceptance of a return, and any applicable shipping or return costs may not be refundable.

Sale Items

Unless otherwise stated, sale and promotional items are subject to the same consumer guarantees under the Australian Consumer Law.

We do not offer change-of-mind returns on sale items.

Consumer Guarantees

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.

Where a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

Our change-of-mind policy does not affect these rights.