Refund policy

Returns & Refunds Policy

At Sonder skin, we want you to love your purchase. We comply with the Australian Consumer Law (ACL), which means you are entitled to a repair, replacement, or refund if your product is faulty, not as described, or significantly different from what was advertised.

 

 

Change of Mind

  • For hygiene and safety reasons, we do not accept returns or exchanges for change of mind on skincare products once they have been opened or used.

  • If your item is unopened and in its original condition, please contact our customer service team within 14 days of receiving your order to discuss your options. Return postage costs for change of mind are the responsibility of the customer.

 

 

Damaged or Incorrect Items

  • If your order arrives damaged, is incorrect, or has a manufacturing fault, please contact us within 7 days of delivery with:

    • Your order number

    • Photos of the item and packaging

  • We will arrange a replacement, exchange, or refund at no extra cost to you.

 

 

Refund Processing

  • Approved refunds will be processed to your original payment method within 5–10 business days.

  • Original shipping charges are non-refundable, unless your item is faulty or the wrong product was sent.

 

 

Return Conditions

  • Returns must be authorised by our team before being sent back.

  • All items must be securely packaged to avoid damage in transit.

  • We recommend using a trackable shipping method, as we are not responsible for returned items lost in transit.

 

 

How to Request a Return or Refund

Email our customer service team at info@sonderskin.com.au with your order details and reason for return. Our team will respond within 2 business days with next steps.