Returns Policy

While we fully stand by every product that we sell, we understand that sometimes you might change your mind or realise the product you ordered wasn't exactly what you were hoping for. That's why we offer a 30-Day Return Policy.

If you decide you want to return an item for any reason within 30 days after receipt of your order, please email us at info@thesustainableskincompany.com with your order number and we will provide detailed instructions on how to process the return.

Please note, you as the customer will be responsible for paying the return shipping costs of the item(s) in your order.

Once your return item(s) have been received and inspected at our warehouse, we will send you an email notification that we have processed your return payment.

*Please note: In order to receive a refund for the item(s) ordered, the item(s) must arrive back to our distribution centre in "Like New" condition and must contain all original packaging and accessories. "Like New" means that the items you ordered must be unused and unopened with all hygiene seals and packaging intact for resale.

If items are returned opened/broken seal, or not in a saleable condition, or have been damaged during return shipping due to improper packaging, it will not be accepted, and no refund will be given.

If you decide you want to return your order, please email us at info@thesustainableskincompany.com with your order number and we will assist you. We want to make this as simple of a process as possible for you. Please note that all refunds will be processed via the original payment method. Costs of delivery will not be included in the refund.

Damages

If the product is damaged, you must make note of it immediately when signing for delivery and send photos to info@thesustainableskincompany.com on the day of delivery.

The Sustainable Skin Company will pay for shipping defective, damaged, or incorrect merchandise at our cost. Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorised by our customer service department prior to being processed.

We will ensure you get the product you ordered, undamaged, as soon as possible. Items that become damaged after use are non-refundable unless specified under warranty.

Changes to order

Once you have placed your order, we are unable to make any changes, additions or amendments. Please ensure all delivery details are correct at the time of the order, as The Sustainable Skin Company does not take responsibility for lost parcels due to an incorrect shipping address.

Please contact our customer care team at info@thesustainableskincompany.com Monday – Friday 9am–5pm AWST for further assistance, write URGENT in the subject box, and we will do our best to correct any details if possible.