Returns & Refunds

At CUSKIN Australia, we want you to be completely satisfied with your purchase. If something isn't right, we're here to help. This policy outlines your options for returns, refunds, and exchanges.

1. Change of Mind Returns

We accept change of mind returns within 30 days of delivery, subject to the following conditions:

• Products must be unopened, unused, and in their original packaging with all seals intact.
• Products must be in a resaleable condition.
• Return shipping costs are the responsibility of the customer.
• Original shipping fees are non-refundable for change of mind returns.

2. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on the following items:

• Skincare products that have been opened or used (except in cases of allergic/adverse reactions — see Section 3)
• Gift cards and vouchers
• Items marked as final sale or clearance at the time of purchase
• Free samples or promotional gifts

3. Allergic or Adverse Reactions

We understand that skincare products may not suit every skin type. If you experience an allergic or adverse reaction to a product, we will accept a return of the partially used product, provided:

• Less than approximately 20% of the product has been used
• You provide photographic evidence of the reaction and the batch code on the product packaging
• You contact us within 14 days of first use

In these cases, we will cover the return shipping costs and offer a full refund or store credit at your choice. If you experience a severe reaction, please consult a healthcare professional immediately.

4. Damaged, Defective, or Wrong Items

If you receive a product that is damaged, defective, or not what you ordered, we will provide a full refund or replacement at no additional cost to you. Please:

• Contact us within 7 days of receiving the item
• Provide photographs of the damaged or incorrect product and its packaging
• Retain the product and packaging until we advise next steps

We will cover all return shipping costs for damaged, defective, or incorrect items.

5. How to Return an Item

To initiate a return, please follow these steps:

1. Contact us — email orders@cuskin.com.au with your order number, the product(s) you wish to return, and the reason for the return.
2. Receive return authorisation — we will respond within 1–2 business days with a Return Authorisation (RA) number and return instructions.
3. Pack securely — place the product(s) in their original packaging (if possible) inside a secure outer box or padded envelope to prevent damage in transit.
4. Post with tracking — send the parcel to the return address provided, using a tracked shipping service. We recommend keeping your tracking number and proof of postage until your refund is processed.

Please do not send returns without first obtaining a Return Authorisation number. Unauthorised returns may not be processed.

6. Refund Processing

• Refunds are processed to your original payment method once the returned item has been received and inspected.
• Please allow 5–10 business days from the date we receive your return for the refund to appear in your account.
• For change of mind returns, original shipping fees are non-refundable.
• For damaged, defective, or incorrect items, we will refund the full order amount including any shipping fees paid.

7. Exchanges

We do not offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order through the Site. This ensures the fastest processing and that your preferred product is reserved for you.

8. Your Rights Under Australian Consumer Law

9. Contact Us

If you have any questions about our returns policy or need help with a return, please contact us:

See also our Terms & Conditions and Privacy Policy.