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Refund policy

SKYNZ COLLECTION PTY LTD · ABN 81 692 711 336 · Unit 601/87 Overton Rd, Williams Landing VIC 3027, Australia

Effective Date: 14 September 2026  ·  Version 4.0 (supersedes the policy dated 10 March 2026)  ·  Governing Law: Victoria, Australia (ACL)

www.skynz.skin  ·  subscription@skynz.skin

At SKYNZ, we want you to be completely satisfied with your purchase. This policy sets out your rights and our obligations under the Australian Consumer Law (ACL) and our voluntary store policy. It applies to all orders placed at skynz.skin on or after the effective date above.

1. Our 30-Day Voluntary Returns Policy

You may return a product bought at skynz.skin within 30 days of the delivery date under either of the two categories below. In both cases you pay the return postage and we refund the full price you paid for the product.

1.1  Change of mind — unopened

The box is unopened, with its seal intact and all 24 sachets present.

1.2  Patch test and first use — opened

We recommend a patch test before your first full application. Apply a small amount to one underarm, leave it on for 8 hours, then wash it off. Keep an eye on the area for the remainder of the 24 hours from the time you applied it. If no redness, itching or irritation appears, go ahead and start using SKYNZ.

A patch test is a precaution rather than a guarantee, as some reactions appear only after repeated applications. Either way — if the product does not suit your skin, or you change your mind after opening the box — you may return it for a refund, provided at least 22 of the 24 sachets are returned unopened and the return is limited to one box per order.

For hygiene and safety reasons, returned opened product is destroyed on receipt. It is never resold or repackaged.

If you experience a skin reaction, stop using the product immediately, wash the area with water, and seek medical advice if the reaction is severe, spreading or persistent.

1.3  What this voluntary policy does not cover

The exclusions below apply to our voluntary returns only. They do not apply to, and do not limit, a claim under the Australian Consumer Law — see section 2.

  • An opened box beyond the allowance in clause 1.2. If a product is faulty or unsafe, the fact that it has been opened or used never affects your right to a remedy.
  • A return requested more than 30 days after delivery.
  • Products damaged by misuse, by exposure to heat or direct sunlight, or by storage outside the conditions printed on the label.
  • Products bought from a retailer, marketplace or distributor other than skynz.skin — please ask that seller about their returns policy. Your ACL rights against SKYNZ as manufacturer are unaffected: wherever you bought a SKYNZ product, you may claim directly against us if it is not of acceptable quality or does not match its description.
  • Parcels returned without any order number or sender details, which we cannot identify and therefore cannot refund.

2. Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits, restricts or modifies those rights.

A major failure includes a product that is unsafe, that is significantly different from its description, that cannot easily be made fit for its ordinary purpose within a reasonable time, or that a reasonable consumer would not have bought had they known about the problem. For a major failure you choose between a refund and a replacement, and you may also be entitled to compensation for other reasonably foreseeable loss. For any lesser failure we will provide a replacement or a refund within a reasonable time. SKYNZ products cannot be repaired, so repair is never offered and you will never be asked to accept one.

Time limits. Your ACL rights are not limited to 30 days. They last for whatever period is reasonable for a product of this kind and price, including up to and beyond the printed expiry or period-after-opening date. Every timeframe elsewhere in this policy applies to our voluntary returns only and must not be read as limiting your ACL rights.

No conditions on statutory claims. Where you are exercising an ACL right, we will not refuse your claim because the product has been opened or used, because the box or packaging is missing, because the item was on sale, or because you did not contact us first. We will not deduct any handling, restocking or delivery charge from a refund made under the ACL.

3. How to Initiate a Return

  1. Email us at subscription@skynz.skin with your order number, the reason for return, and photographs where section 7 applies. We will reply within 2 business days.
  2. Pack and send. Write your order number on the outside of the parcel and include a note with your name inside it. Send it with a tracked service to the address below, and reply to our email with the tracking number.

SKYNZ Returns
Unit 601, 87 Overton Road
Williams Landing VIC 3027
Australia

Emailing us first is a convenience, not a condition. A return that arrives without notice will still be honoured provided we can identify the order.

For voluntary returns, the parcel is your responsibility until it reaches us, so please keep your proof of postage. Where you are returning a product because it is faulty, damaged, incorrect or otherwise under the ACL, SKYNZ bears the risk in transit — if the parcel goes missing, you still receive your remedy.

4. Return Shipping Costs

  • Standard delivery is free of charge on all SKYNZ orders, so there is no delivery charge to withhold and none is deducted from your refund.
  • Where you chose and paid for an express service, that fee is not refunded on a voluntary return, because the service was provided. It is refunded in full where you are exercising an ACL right.
  • You pay the return postage on a voluntary return under section 1. Any carrier is fine; we recommend a tracked service.
  • SKYNZ pays the return postage where the product is faulty, defective, damaged in transit or incorrect, and in every case where you are exercising an ACL right. We will provide a prepaid label or reimburse your postage on production of a receipt. You will never be asked to pay to return a product that is not as it should be.

5. Refund Processing

  • We inspect returns within 2 business days of receipt and email you the outcome.
  • Approved refunds are issued to the original payment method, including Shop Pay, within 5–7 business days. Your bank may take a further 3–5 business days to display the funds.
  • A refund is the full price you actually paid for the returned product. Where a discount or promotion applied, refunds are calculated pro rata on the amount actually paid.
  • Where a return does not meet the conditions of our voluntary policy, we will tell you why. The product remains yours — we will send it back to you at our cost, or dispose of it if you ask us to.
  • If an approved refund has not reached you within 14 days, contact us and we will trace it.

6. Exchanges

We do not offer exchanges on voluntary returns; please return the product and place a new order at www.skynz.skin. If a product is faulty or otherwise fails a consumer guarantee, you may choose a replacement instead of a refund under section 7, at no cost to you.

7. Damaged, Defective, or Incorrect Items

Email subscription@skynz.skin with your order number, a description of the issue, and photographs of the product, the packaging and the shipping label.

Please contact us as soon as reasonably possible so that we can investigate with our carrier and manufacturer while the evidence is available — ideally within 7 days for transit damage, and within 30 days for a defective, incorrect, missing or undelivered item. These are requests, not conditions. Contacting us later does not affect your entitlement to a remedy under the ACL.

We will assess your claim within 2 business days and may ask for the batch or expiry code printed on the sachet or box. You may choose a replacement or a full refund of everything you paid, at no cost to you, including the cost of returning the product. We will not require you to accept a store credit or an exchange in place of a refund the ACL entitles you to.

8. Additional Terms

  • Order changes and cancellations. Email us as soon as possible after ordering and we will amend or cancel it if it has not yet been picked. Once dispatched, an order must be handled as a return.
  • Undeliverable parcels. Where a parcel comes back because the address you supplied was incorrect or delivery was refused, we refund the product price less the carrier’s actual return-to-sender fee, which we will tell you before refunding. No deduction applies where the failure was ours or the carrier’s, or where you returned the parcel because the product was faulty.
  • Subscription orders. You may cancel, pause or skip a subscription at any time before your renewal date, without charge. A dispatched subscription order is treated as a standard order under this policy.
  • Sale items. Sale items are returnable on the same terms as full-price items, and carry the same consumer guarantees.
  • International orders. Return postage and any duties or taxes on a returned parcel are your responsibility on a voluntary return. Where you are exercising an ACL right, we reimburse duties, taxes and other reasonably foreseeable costs on production of evidence.

9. Contact Us

SKYNZ COLLECTION PTY LTD (ABN 81 692 711 336)

  • Address: Unit 601, 87 Overton Road, Williams Landing VIC 3027, Australia
  • Returns address: As above
  • Email: subscription@skynz.skin
  • Website: www.skynz.skin
  • Business Hours: Monday – Friday, 9:00 AM – 5:00 PM AEST
  • Response Time: 1–2 business days

We may update this policy from time to time. The version in force at the time your order is placed applies to that order.