Refund policy

Returns & Refund Policy

Last updated: 19 July 2026

At Peptova Skin, we want you to shop with confidence. If you are not completely satisfied with your purchase, we're here to help.

This Returns & Refund Policy explains your rights, our return process, and how refunds, replacements and exchanges are handled.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

30-Day Return Policy

We offer a 30-day return period from the date your order is delivered.

To be eligible for a return, your item must:

  • Be returned within 30 days of delivery.
  • Be unused and in its original condition.
  • Be returned with all original packaging, accessories and manuals where applicable.
  • Not be damaged through misuse or accidental damage.

Proof of purchase is required for all returns.

Change of Mind Returns

If you change your mind after receiving your order, we may accept a return provided the product:

  • Has not been used.
  • Is in original saleable condition.
  • Is returned in its original packaging.
  • Is received within 30 days of delivery.

For approved change-of-mind returns:

  • Return shipping costs are the responsibility of the customer.
  • Original shipping charges (if applicable) are generally non-refundable.
  • Refunds are processed once the returned item has been inspected and approved.

For hygiene reasons, products that have been opened, used or damaged by the customer may not be eligible for change-of-mind returns unless required under Australian Consumer Law.

Faulty, Damaged or Incorrect Products

If your order arrives:

  • Damaged
  • Faulty
  • Defective
  • Incorrect
  • Missing parts

please contact us as soon as possible.

To help us assess your request, please provide:

  • Your order number
  • A description of the issue
  • Clear photographs or video of:
    • the product
    • the packaging
    • the shipping label

Depending on the circumstances, we may offer:

  • A replacement product
  • A repair (where appropriate)
  • A full refund
  • A partial refund
  • Another remedy available under Australian Consumer Law

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

  • A replacement or refund for a major failure.
  • Compensation for any other reasonably foreseeable loss or damage.
  • A repair or replacement where goods fail to be of acceptable quality and the failure is not a major failure.

Nothing in this policy limits your legal rights.

Products That Cannot Be Returned

For health and hygiene reasons, we may decline change-of-mind returns for:

  • Used skincare products
  • Opened skincare products
  • Conductive gels
  • Consumable items
  • Products that have been opened after delivery where resale is not possible

This does not affect your rights if the product is faulty or does not meet Australian Consumer Law guarantees.

Return Process

To request a return:

  1. Contact our customer support team.
  2. Include your order number.
  3. Explain the reason for your return.
  4. Attach photographs if the product is damaged or faulty.

Do not return any item until return instructions have been provided.

Returns sent without prior approval may experience delays in processing.

Return Shipping

Where the return is due to:

Customer change of mind

  • The customer is responsible for return postage costs.

Faulty, damaged or incorrect product

  • Peptova Skin will work with you to provide an appropriate solution in accordance with Australian Consumer Law, which may include covering reasonable return shipping costs where required.

Refund Processing

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, refunds will be processed back to your original payment method.

Please allow approximately 5–10 business days for your financial institution to process the refund after it has been issued.

Processing times may vary depending on your payment provider.

Order Cancellations

Orders may be cancelled before they have entered processing.

Once an order has been processed or dispatched, cancellation may no longer be possible.

If your order has already been shipped, it will need to be handled under this Returns & Refund Policy.

Exchanges

We do not currently offer direct product exchanges.

If you require a different product, colour or variation, please contact us and we will advise the best available option.

Contact Us

If you have any questions about returns or refunds, please contact:

Peptova Skin

Email: [Insert Customer Service Email]

Website: https://peptovaskin.com.au

Please include your order number with all enquiries so we can assist you as quickly as possible.