ABL Skincare

Returns, Refunds & Exchanges

Draft. Under legal review.

Last updated: [DATE]

Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies those rights.

You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have products repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

A major failure includes where a product is unsafe, is significantly different from its description, or would not have been bought by a reasonable consumer aware of the problem. Where a failure is minor, we may choose to repair, replace or refund.

Our change-of-mind policy below is offered in addition to these rights, not instead of them.

Change of mind

We accept change-of-mind returns on unopened, unused products in their original sealed packaging, within 30 days of delivery.

For hygiene and safety reasons we cannot accept change-of-mind returns on products that have been opened, used, or have a broken seal. This does not apply where a product is faulty, unsafe, incorrectly supplied or not as described — those are covered below and by the Australian Consumer Law.

For change-of-mind returns:

• return postage is paid by you
• we refund the price of the products, not the original shipping charge
• the product must reach us in resaleable condition
• a restocking fee does not apply

Faulty, damaged or incorrect items

If a product arrives damaged, is faulty, is not what you ordered, or is not as described, contact us at info@ablskincare.com.au within 30 days of delivery with:

• your order number
• a description of the problem
• photographs of the product, the packaging and any damage
• the batch number and expiry date printed on the product, if visible

We will assess the report and, where the product has failed — including items that arrive damaged, leaking, expired or incorrect — offer a replacement or a full refund including the original shipping charge, or a repair as appropriate to whether the failure is major or minor under the Australian Consumer Law. Where a return is required, we pay the return postage.

Adverse reactions

If you have a reaction to a product, stop using it immediately and seek medical advice if the reaction is severe or does not settle.

Please tell us at info@ablskincare.com.au with your order number, the product and batch number, a description of the reaction and, if you are comfortable doing so, photographs. We record every report as part of our product safety obligations.

Where a reaction is reported within 30 days of delivery we will work with you to reach a fair outcome, which may include a refund or replacement, including where the product has been opened. A reaction is not treated as a change of mind. Reporting a reaction does not affect your rights under the Australian Consumer Law, and our assessment does not limit them.

Exchanges

We are happy to exchange an unopened, unused product within 30 days of delivery, subject to availability. Contact us before returning anything. If the replacement costs more, we will send you a payment link for the difference; if it costs less, we will refund the difference.

How to request a return

1. Email info@ablskincare.com.au with your order number and the reason for the return. Please contact us before sending anything back — returns sent without prior contact may not be processed.
2. We will confirm whether a return is needed and give you the return address and any return label.
3. Pack the product securely. Where you are paying return postage, we recommend a tracked service — until it reaches us, the return remains your responsibility.

Return address: [RETURN ADDRESS — supplied when a return is approved]

Refunds

Approved refunds are made to the original payment method. We will process the refund within 5 business days of receiving and assessing the return, or of approving a refund where no return is required. Your bank or card provider may take a further 3–5 business days to show it. Allow 5–10 business days overall.

Where the original order attracted free shipping and a change-of-mind return takes the order below the free-shipping threshold, the original shipping cost may be deducted from the refund.

Sale, promotional and gift items

Products bought on sale or with a discount code are covered by the Australian Consumer Law in exactly the same way as full-price products.

Change-of-mind returns are not accepted on products marked final sale or clearance. Where a product bought as part of a bundle or multi-buy is returned, the discount is recalculated across the items you keep.

Gift recipients should contact us at info@ablskincare.com.au with the order number or the purchaser's details. Refunds are issued to the original payment method, or as store credit where the purchaser agrees.

Products we cannot accept back

• opened or used products, on change of mind only
• products returned outside the 30 day window, on change of mind only
• products damaged after delivery through misuse or failure to follow directions
• products not purchased directly from us — please contact the retailer you bought from

These exclusions do not apply where a product is faulty, unsafe, incorrectly supplied or not as described.

Contact

ABL Skincare Pty Ltd trading as ABL Skincare ABN 85 702 933 159 75 King Street, Caboolture QLD 4510 Email: info@ablskincare.com.au

ABL Skincare Pty Ltd · ABN 85 702 933 159 · 75 King Street, Caboolture QLD 4510