Refund Policy

Our commitment

We stand behind every product we send. If something isn't right, we'll make it right. This policy outlines how we handle returns and refunds to ensure you have a seamless experience with Yuli Skin.

We accept returns when:

•    The product arrives damaged or broken
•    The product is faulty or defective
•    The product does not match its description on our website
•    The wrong item was sent to you

Change of mind returns

We also accept change-of-mind returns on sealed, unopened, and unused products. Change-of-mind returns are subject to the following conditions:

•    The product must be in its original, sealed packaging
•    The product must be unused and in resaleable condition
•    You must contact us to initiate a return before sending the item back
•    Refunds for change-of-mind returns are issued as store credit only
•    You are responsible for return shipping costs

What we cannot accept

We are unable to accept returns on:

•    Opened, used, or contaminated skincare products (for health and safety reasons)
•    Items without prior approval from our team
•    SPF/sunscreen products and therapeutic goods (these are subject to separate compliance requirements)

Your rights under Australian Consumer Law

Our policy is in addition to, and does not limit, your rights under the Australian Consumer Law. If a product has a major failure, you are entitled to:

•    A replacement of the same product
•    A full refund
•    Repair of the product

 

Where applicable, the choice of remedy is yours. We will honour whichever option you prefer.

How to initiate a return

To start a return or claim, please contact us within a reasonable time of receiving your order at hello@yuliskin.com.au
Please provide:

•    Your order number
•    A clear description of the issue
•    High-quality photos of the product and packaging (if applicable)
•    For change-of-mind: confirmation that the product is sealed and unused

 

We aim to respond to all return requests within 2 business days.

Return shipping

For faults, defects, and wrong items: We will cover the cost of return postage. We will either provide a prepaid return shipping label or reimburse reasonable return shipping costs upon receipt of your return.

 

For change-of-mind returns: You are responsible for paying return shipping costs.

Refund processing

Once we receive and assess your return:

•    Approved refunds will be processed to your original payment method or issued as store credit within 5–7 business days
•    For change-of-mind returns, credit is issued as store credit only
•    You will receive an email confirmation once your refund or credit has been processed

Special product notes

Biodance Bio-Collagen Mask (refrigerated items): Due to temperature-sensitive requirements, claims for damage must be reported within 48 hours of delivery with photographic evidence. We will assess eligibility based on cold chain compliance.

Questions?

If you have any questions about this policy or need to process a return, please contact us at hello@yuliskin.com.au
We're always happy to help.