Refund policy

At Elementary Skin Care, every product is handcrafted in small batches in our Melbourne studio. Because of the nature of natural, handmade skin care, our returns policy works a little differently to mass-produced cosmetics — here’s exactly where you stand.

1. CHANGE OF MIND

For hygiene and safety reasons, we can’t accept returns or exchanges on opened or used skin care products — this applies whether you’ve changed your mind about a scent, texture, or simply decided the product isn’t for you.

If a product is unopened, unused and in its original packaging, we’re happy to offer a return or exchange within 7 days of delivery. You’ll need to cover the cost of return shipping and the item must arrive back with us in resaleable condition.

2. FAULTY, DAMAGED OR INCORRECT ITEMS

If your order arrives damaged, faulty or isn’t what you ordered, you’re covered — this is separate from change of mind, and nothing in this policy limits your rights under Australian Consumer Law.

Please contact us within 48 hours of receiving your order at [shop@elementaryskincare.com.au] with:

•      Your order number

•      A description of the issue

•      A photo of the product (and packaging, if damaged in transit)

We’ll arrange a replacement, repair or full refund, including return shipping costs, depending on the issue and your preference.

3. A NOTE ON NATURAL VARIATION

Our products are handmade in small batches using naturally derived, plant-based ingredients. Because we don’t rely on synthetic stabilisers or artificial colourants, you may notice slight differences in colour, scent, or texture between batches — this is a natural result of working with real botanicals rather than a fault with your product. If you’re ever unsure whether something looks or smells as it should, reach out and we’ll happily talk it through with you.

4. SHELF LIFE AND STORAGE

Because our formulations minimise synthetic preservatives, our products have a shorter shelf life than typical mass-market skin care. We’re not able to accept returns on products that have passed their best-by date or been stored outside the guidance on our Storage FAQ / product labelling. For storage tips, see our FAQ.

5. SALE AND CLEARANCE ITEMS

Items purchased at a discount of 30% or more, or marked as clearance/final sale, are not eligible for change-of-mind return or exchange, but are still covered for faults under Australian Consumer Law.

6. IN-PERSON PURCHASES

If you purchased at our home store (Templestowe Lower, Victoria) by appointment, the same policy applies — please bring your receipt or order confirmation, and contact us in advance to arrange a return or exchange.

7. INTERNATIONAL ORDERS

We’re able to offer the same faulty-item protections to international customers. Because of the cost of international return shipping, change-of-mind returns from outside Australia are assessed case by case — please contact us before sending anything back.

8. HOW REFUNDS ARE PROCESSED

Approved refunds are returned to your original payment method within 5–10 business days of us receiving and inspecting the returned item. You’ll receive an email confirmation once it’s processed.

9. CONTACT US

Before sending anything back, please get in touch so we can guide you through the process:

Elementary Skin Care

[shop@elementaryskincare.com.au]

Templestowe Lower, Victoria, Australia