Returns Policy

if you are unhappy with your product choice and want to return your items, no problems.
We accept returns 14 days from the date of purchase under thefollowing circumstances!

Change Of Mind

The product MUST NOT be opened, in any way. Once a returned item has been accepted we will issue a refund using the same method of payment you originally paid for the item. Skin Matrix is not liable for any return postage costs.

Faulty / Allergic Reaction

If your product is faulty or in the rare case you have an allergic reaction please email us a photo of the reaction and invoice to Our Skin Care Professionals will then be in contact to gather information surrounding the reaction to best seek approval with the applicable manufacturer. Product Reactions must be lodged within 30 days of the product purchase. Products must be less than 20% used when returned to us. *see extra terms and conditions below

Incorrect Or Damaged Item Received

If you receive an incorrect item please email us within 2 days. The product MUST NOT be used in any way. If the item is damaged, please take a photo and email us. Please do not use or dispose of the product.

If your return meets the above criteria, here is what you do:

Contact us

Contacts us via email or phone #1300 455 792.
Please contact us before sending the items back to us

Send it back to us

If your return has been approved by one of our Skin Matrix staff please send the return to:
182 Brunker Road Adamstown, NSW, 2289.

A refund or return will be sent to you

If applicable we will refund you once we have received your items. Replacement products will be assessed case by case.

Extra Terms and Conditions

  • Items must be in original packaging
  • Your receipt must be with the returned item
  • We do not reimburse return postage costs unless the item is being returned due to an error of Skin Matrix.
  • If the returned product brings the original order below the free shipping threshold of $50, postage charge of $7.99 will be payable.
  • If you have returned 2 products to Skin Matrix due to an allergic reaction or a negative reaction, Skin Matrix reserves the right to refuse all future sales unless the product the customer wishes to purchase has been used prior with no reaction. We understand the rare incidences of reactions, but we are unable to facilitate future purchases without the customer having tested the product prior to purchase.

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