90-DAY RETURNS POLICY*Please note that to ensure the safety and wellbeing of staff, and minimise any possible spread of COVID-19, all returning and incoming deliveries will now be quarantined for 24 hours before being processed. We apologise for any inconvenience this may cause and will process all returns as soon as possible.
Can I return something I've purchased?
We are happy to offer a store credit, exchange, or refund on an item you've purchased from us - simply contact us within 90 days of your order date.
Please note, if you are returning multiple items from different orders, these items must be sent back separately in order for our Returns Team to accurately process your return.
Also note, bundles and packs are only allowable for exchange of items and do not fall under our 90 day returns policy. We will not accept returns on these items for change of mind reasons, even if the item is unused.Change of Mind
If you've had a change of heart about an item you have ordered, we'll need to receive it back to us unopened and unused, in the original packaging.
If the item you have received is faulty, please contact us with a detailed description of the product fault, and a photo if possible.
It is always important to use products as directed on the label. In the unlikely case that your skin becomes irritated or shows signs of an allergic reaction please stop using the product immediately and contact us to speak to one of our skin therapists.
If our skin therapist identifies that the product purchased caused a skin reaction we will exchange the item for another product. Allergy returns must not be more than 20% used and must be reported within 14 days of purchase.Incorrect Item/Damaged on Arrival
If you have received an item that isn't what you ordered, or it arrived damaged, please take a photo and contact us within 7 days of delivery. Please don't dispose of the item until we've had a chance to chat with you!
HERE'S HOW IT WORKS
1. Get in touch
To request a return, please fill out the returns form below. Please ensure this form is submitted before sending your item back to us - it makes the process a lot easier.
2. We'll get back to you
One of our Customer Service team members will contact you via email with instructions on how to create your return shipping label to get your item back to us.
3. Pack & Send
Pack up your item carefully, so it reaches us safely . You can re-use your Defy Skincare packaging, or a similar sized box if you no longer have it. Following the instructions emailed to you, print your return shipping label, and tape it to the front of the box. Drop the parcel off at either an Australia Post Outlet, in a free standing post office box, or in your parcel locker.
4. Then what happens?
Returns from metro areas usually arrive to us within 7 business days, and can be longer from regional or remote areas. We will process your exchange, refund or store credit within 5 business days of your return arriving back to us. We'll be in touch as soon as your return is complete.