Returns & Exchanges

We offer the option to return for a store credit or exchange request as a courtesy within 7 days of purchase, provided all of the following conditions are met:

• The product is unopened
• The seal has not been broken
• The product is unused and undamaged
• The packaging is intact and in resellable condition
• A valid proof of purchase is provided (emailed invoice)
• The return request has been initiated within 7 days of receiving the products

If these conditions are not met, we cannot accept the return. This includes reasons such as:

• Disliking the product after use
• Impulse purchasing
• No longer needing the item
• Choosing the wrong product

Change of mind restrictions:

• To prevent misuse of our returns policy, we reserve the right to refuse returns due to excessive 'change of mind' requests.
• We will provide you with the appropriate exchange, including product exchange or online store credit. We do not provide refunds.
• Please note that the original credit card surcharges will not be refunded.
• There are no returns or exchange on used products for change of mind.

If the product you have received is faulty, please email us a brief description of the product and provide photos of the faulty item within 7 days of receiving your order. You can email us at contactus@estskinlab.com.au.

Please include:

• Clear photos or videos of the issue
• Proof of purchase - invoice/receipt
• A brief description of the fault

We follow ACL guidelines for product faults and will provide a replacement, refund, or store credit depending on the severity of the issue.

If there is a quality issue with your product, contact our customer service team with photo evidence or a description of the quality issue immediately within 7 days of receiving your product.

These include:

• Manufacturing defects, damage, or problems under normal conditions of use.

Once your case has been assessed, we will inform you of the outcome. If sufficient evidence is provided and eligibility criteria are met, you may receive a refund, exchange, or store credit.

If you have received incorrect products that are different to what you have ordered, or items that are damaged upon arrival, please email us at contactus@estskinlab.com.au with a detailed description and photos of the product as you received them. Please do not discard the product/s before we get in touch with you.

Once your case has been assessed, we will inform you of the outcome. If sufficient evidence is provided and eligibility criteria are met, you may receive a refund, exchange, or store credit.

1. Check that you meet the above returns and exchange conditions.

2. Fill out the 'Returns & Exchange Request Form'.

3. Our customer service team will contact you with an outcome regarding your return or exchange via email. Please keep an eye out for our email.

4. Package your items securely and send it back to us. You can reuse the original packaging from EST Skinlab to return your goods to us! Pack the products securely and send them to our return address in good condition.

5. Upon receiving your package, we will then further process your enquiry as soon as possible.

Return Shipping Cost: Customers are responsible for the cost of return shipping, unless the item received is faulty, damaged, or not as described.

If your return is due to a product defect or an error on our part, EST skinlab will cover the return shipping fee. In such cases, we will provide a prepaid return label.

Restocking Fee: No restocking fees apply to returns. However, items must be returned in their original condition and packaging to be eligible for a full refund.

Refund Method: Refunds will be issued in the form of a store credit, unless otherwise stated (e.g. product exchange).

Refund Processing Time: Once your return is received and inspected, we will notify you via email. Store credits are typically processed within 1-10 business days from the date we received your returned item.

Please note that processing times may vary case-by-case.