Refund Policy

Last updated: 8 June 2026

This Refund Policy explains our position on refunds, returns and exchanges for both treatments and retail products at Aura Skin Boutique. It applies in addition to your rights under the Australian Consumer Law (ACL), which cannot be excluded.

1. Your rights under Australian Consumer Law

Under the ACL, you are entitled to a remedy for products or services that:

• are not of acceptable quality,
• are not fit for a particular purpose, or
• do not match their description.

The remedy depends on whether the issue is major (replacement, refund or compensation at your choice) or minor (repair, or replacement at our choice). Nothing in this policy limits these statutory rights.

2. Treatment services

Treatments at Aura Skin Boutique are tailored to each client and carried out by trained therapists. Because cosmetic and skin treatments depend on individual skin response and aftercare, we cannot guarantee a specific aesthetic outcome.

We will refund or remedy a treatment in the following circumstances:

• A treatment was not performed substantially as described or agreed.
• An adverse reaction occurred that, in our reasonable assessment and following discussion with you, was caused by our error rather than an undisclosed sensitivity.
• A treatment was cancelled by us and could not be rescheduled within a reasonable time.

We will not refund treatments where:

• You were dissatisfied with the cosmetic result, but the treatment was performed correctly to the agreed scope.
• You failed to disclose relevant medical history, medications, or sensitivities at consultation.
• You did not follow the written aftercare instructions provided.

If you have concerns about a treatment, please contact us within seven (7) days of the appointment so we can discuss a remedy.

3. Retail products

Change of mind

We do not offer refunds for change of mind on opened skincare products, for hygiene and safety reasons. Unopened, sealed products in original packaging may be exchanged within 14 days of purchase, with proof of purchase.

Faulty, damaged or incorrect items

If a product is faulty, damaged on arrival, or incorrect, please contact us within 7 days of receipt. We will arrange a replacement, exchange, or refund as appropriate under the ACL. Photographs of the issue will help us process the matter quickly.

Allergic reactions

If you experience an allergic reaction to a product, stop using it immediately and contact us. Subject to a brief discussion of the symptoms and patch-test history, we will offer an exchange or store credit. Doctor's notes may be requested for severe reactions.

4. Gift cards and prepaid treatments

Refer to our separate Prepaid Treatments and Gift Cards policy for full terms. In summary, gift cards are non-refundable but transferable, and prepaid treatment packages are non-refundable but can be transferred to another person with our agreement.

5. How to request a refund or exchange

Email auraskinboutique@gmail.com or call 0450 000 083 with:

• Your name and order or appointment date,
• A clear description of the issue,
• Photographs where relevant.

We aim to respond within two business days and resolve all matters within 14 days.

6. Disputes

If we cannot resolve a refund concern directly with you, you may contact Consumer Affairs Victoria at consumer.vic.gov.au or call 1300 558 181.

7. Contact

Aura Skin Boutique 154B Keilor Road, Essendon North VIC 3041 Phone: 0450 000 083 Email: auraskinboutique@gmail.com