Returns and Refund Policy

Last Updated: 31st March 2025

At Touchy Skin, we are committed to ensuring your satisfaction with our products. If you are not entirely happy with your purchase, this policy outlines your rights and the process for returns, refunds, and exchanges.

1. Australian Consumer Law (ACL)

Our Returns and Refund Policy complies with the Australian Consumer Law (ACL). Under the ACL, you are entitled to a replacement, refund, or repair if the product you purchased is:

  • Faulty or defective.
  • Not fit for its intended purpose.
  • Significantly different from its description or sample.

This policy does not cover change-of-mind returns, except where explicitly stated below.

2. Change of Mind Returns (If Applicable)

We may accept change-of-mind returns at our discretion, provided:

  • The item is unused, unopened, and in its original packaging.
  • The request is made within 14 days of receiving your order.
  • Proof of purchase is provided.

Note: Change-of-mind returns are not subject to a restocking fee and return shipping costs are the responsibility of the customer. (No final sale items).

3. Return Process

To request a return or refund:

  1. Contact us at hello@touchyskin.com or call +61 439 282 657 with your order details and reason for the return.
  2. We will review your request and provide instructions for returning the product.
  3. Once the item is received and inspected, we will process your refund, replacement, or exchange.

4. Refunds

  • Refunds will be processed to the original payment method within 7 business days of approving your return.
  • Shipping costs are non-refundable, except where the item is faulty or not as described.

5. Exclusions

Returns and refunds are not available for:

  • Items damaged due to misuse, neglect, or improper storage.
  • Products marked as "final sale" or "clearance."
  • Personal care products (e.g., skincare) that have been opened or used, for hygiene reasons, unless faulty.

6. Faulty or Damaged Products

If your item is faulty, damaged, or not as described:

  • Contact us at hello@touchyskin.com within 14 days of receiving your order.
  • Provide a description and, if possible, photos of the issue.
  • We will arrange a replacement, repair, or refund at no cost to you.

7. Shipping Returns

  • Customers are responsible for shipping costs for change-of-mind returns.
  • For faulty or damaged items, we will cover the cost of return shipping or provide a prepaid return label. 
  • Return items to:
    Touchy Skin
    Suite 226 / Shop 30, Easy T Centre,
    514 Christine Avenue,
    Robina QLD 4226, Australia
  • Please note, prior to any return being finalised, please email hello@touchyskin.com

8. Contact Us

For any questions or concerns about this policy, please contact us:

  • Email: hello@touchyskin.com
  • Phone: +61 439 282 657
  • Address: Shop 3, Easy T Centre, 514 Christine Avenue, Robina QLD 4226, Australia