Refund & Returns Policy

Due to the nature of skincare products, we have strict hygiene and safety standards in place for returns:

• We do not accept returns on opened or used skincare products for hygiene and safety reasons
• Change-of-mind returns are not accepted once a product has been dispatched
• All sales are final unless the item is faulty, damaged, or incorrectly supplied

We will offer a full replacement or refund in the following circumstances:

• The product arrives damaged during transit
• The product is faulty or defective
• You received the wrong item

To qualify for a replacement or refund, the following conditions must be met:

• The issue must be reported within 7 days of delivery
• Photo evidence of the damage or fault must be provided
• The item must be unused (unless the fault was discovered during first use)

The following conditions apply to shipping-related issues:

• We are not responsible for delivery delays caused by third-party couriers or circumstances beyond our control
• We are not liable for orders delivered to an incorrect address provided by the customer at checkout
• Lost parcels will be investigated with the courier before any resolution or replacement is offered
• Once an order has been dispatched, risk of loss transfers to the customer

If you believe your order has been lost in transit, please contact us at sale@motanicskincare.com and we will open an investigation with the courier on your behalf.

All clinic services at Motanic Skin Clinic are non-refundable once the treatment has been performed.

If you have concerns about your treatment experience or outcome, we encourage you to contact us directly so we can discuss the best way forward. Your satisfaction and skin health are important to us.

Our cancellation policy is designed to be fair while protecting the time of our therapists:

• A minimum of 24 hours notice is required for all appointment cancellations or rescheduling
• Late cancellations (less than 24 hours notice) may incur a cancellation fee
• No-shows without prior notice may result in a fee or loss of deposit
• Repeated cancellations or no-shows may restrict future booking access

To cancel or reschedule, please use your Fresha booking confirmation or contact us at sale@motanicskincare.com.

Skincare treatments and products produce different results for different people. The following conditions apply:

• Results vary depending on individual skin type, condition, age, and lifestyle
• We do not guarantee specific outcomes from any treatment or product
• Multiple sessions may be required to achieve desired results
• Clients must follow all recommended aftercare instructions for best outcomes

The following conditions apply to deposits and prepaid treatment packages:

• Deposits paid to secure appointments are non-refundable
• Prepaid treatment packages are non-refundable once purchased
• Prepaid packages may be transferred to another person upon written request
• Packages must be used within 12 months of purchase unless otherwise agreed

Nothing in this Refund & Returns Policy overrides or limits your rights under the Australian Consumer Law (ACL).

Under Australian Consumer Law, you are entitled to a replacement, repair, or refund for:

• Products with a major fault or defect
• Products that do not match their description
• Products that are unsafe or unfit for their intended purpose

To request a refund or report an issue with your order or treatment, follow these steps:

Once a refund has been approved, the following processing times apply:

• Approved refunds are processed within 5–10 business days
• Refunds are returned via the original payment method used at purchase
• Processing times may vary depending on your bank or payment provider
• You will receive an email confirmation once your refund has been processed