Refund policy

We want your OLY SKIN order to arrive safely and for you to feel supported if something isn’t right. For any order concerns, please contact returns@olyskin.com.au with your order number in the subject line.

Change-of-mind returns

Due to the personal-care nature of our body oil and reusable silicone body patches, we do not accept returns or exchanges for change of mind, whether products are opened or unopened.

We do not offer a satisfaction or results guarantee, as everyone’s skin and experience may differ. This does not limit your rights if a product is faulty or does not meet applicable consumer guarantees.

Incorrect, damaged or faulty products

Please check your order when it arrives. If you receive an incorrect, damaged or faulty product, contact returns@olyskin.com.au as soon as reasonably possible with:

Your order number or other proof of purchase.
A description of the issue.
Photos of the product and packaging, where possible.

If you receive an incorrect item, please leave it unused and retain its packaging and protective films where possible while we arrange a solution. If you discover damage or a suspected fault, stop using the product and contact us.

We may request further information or the return of the product to assess the issue before determining the appropriate remedy under applicable consumer law.

We do not accept change-of-mind returns simply because a product has been tried and is no longer wanted. However, opening or using a product, or removing its protective films, does not exclude your rights where it is faulty or otherwise fails to meet consumer guarantees.

Missing items

If an item is missing from your order, please email us with your order number and details of the missing item so we can investigate and resolve the issue.

Returning products

Please contact us before sending an item back so we can provide return instructions. If an item is confirmed to be faulty, damaged or incorrectly supplied, we will cover reasonable return postage costs.

Refunds

We will let you know the outcome after assessing your claim and, where necessary, inspecting the returned product.

Approved refunds will be processed to your original payment method unless otherwise agreed. Your bank or payment provider may take additional time to make the funds available.

Shipping charges will be refunded where required by applicable consumer law.

Your consumer rights

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply to full-price and sale items. Nothing in this policy excludes or limits your rights under applicable consumer law, including any rights that apply to customers in New Zealand.

For assistance, contact returns@olyskin.com.au.