Refund policy

All treatment and product sales are final.

Product returns or exchanges are only accepted for defective or damaged items, following Australian consumer law. In the rare case of an adverse reaction to a product, please contact us for assistance. Please report any issues within 7 days of receiving the product.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at reception@twandskin.com. Please note for online orders that returns will need to be sent to the following address: Shop #8 | 23-31 Mansfield Avenue Caringbah, NSW 2229.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as facial devices). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Treatment Packages

If you discontinue a prepaid treatment package, the cost of completed treatments will be recalculated at the non-discounted rate. Please schedule a review appointment ensure that any changes to your program will be the best choice for you and your skin.

Client FAQs

Can I get a refund or exchange on my products? No, product sales are final as per Australian consumer law. However, in the unlikely event of an adverse reaction, please contact us, and we’ll work with you to find a suitable solution.

Can I return my product if it’s damaged?
Yes, if your product arrives damaged, please contact us within 7 days. We will assist you with a replacement or refund as required. Please inspect your order as soon as you receive it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at reception@twandskin.com.

What happens if I want to cancel my prepaid package? If you choose to discontinue a prepaid package, any used sessions will be recalculated at the standard rate, and the balance may be credited toward another treatment.