Returns Policy

Overview

Last updated: 6 October 2026

This policy explains when Haddie Skin offers a refund or replacement for orders placed at haddieskin.com. In short:

we do not offer refunds or exchanges for change of mind;
if your order arrives faulty, damaged or incorrect, we will put it right with a replacement or refund; and
your rights under the Australian Consumer Law always apply.

Change of mind

Please choose carefully. For hygiene and safety reasons, skincare cannot be resold once it has left our warehouse, so we do not offer refunds or exchanges for change of mind. This includes where you:

ordered the wrong product, size or quantity;
no longer want or need the product;
found the product cheaper elsewhere; or
do not like the texture, scent or feel of a product that is otherwise as described.

This applies to full-price and sale items.

Please do not send products back to us without contacting us first. We cannot refund items that are returned without our agreement.

Your consumer rights

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 and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply to every product we sell, including sale and discounted items. Nothing in this policy limits them.

Faulty, damaged or incorrect items

If something is wrong with your order, we will fix it. Please check your order when it arrives and contact us as soon as you can if a product:

arrived damaged, broken or leaking;
is faulty, for example a pump or seal that does not work;
is not the product you ordered, or is missing from your parcel; or
does not match its description on the Site.

How to make a claim

Email support@haddieskin.com with your order number, a short description of the problem, and clear photos of the product and its packaging.
Keep the product and all packaging until your claim is resolved.
We will review your claim and reply by email as quickly as we can.
If your claim is approved, we will offer a replacement or refund in line with the Australian Consumer Law.

If we need the product sent back, we will give you return instructions and cover the cost of return postage.

What is not covered

We may decline a claim where the problem was caused after delivery, for example by misuse, incorrect storage or not following the directions on the packaging. Brands sometimes update their packaging or formulas, and small differences of that kind are not a fault.

Skin reactions

Everyone's skin is different, and a product that suits one person may not suit another. A reaction to a product does not by itself mean the product is faulty.

We recommend reading the full ingredient list and patch testing every new product before use. If you have a reaction, stop using the product and seek medical advice if you need it.

Please also email support@haddieskin.com with your order number and details of what happened. We look at each case individually and in line with the Australian Consumer Law.

Refunds and replacements

Refunds

Approved refunds are paid to your original payment method within 10 business days of approval. Your bank or card provider may take a few more days to show the refund in your account.

If you paid with Afterpay, Zip or another buy now, pay later service, the refund goes back through that provider and your payment plan is adjusted.

If we refund a whole order because it was faulty, damaged or incorrect, we also refund the shipping fee you paid for it.

If more than 15 business days have passed since your refund was approved and you have not received it, email support@haddieskin.com.

Replacements

Replacements are sent at no cost to you and are subject to stock. If the product is no longer available, we will refund you instead.

Cancellations and missing parcels

Cancelling an order

If you need to cancel an order, email support@haddieskin.com as soon as possible. We can cancel and fully refund an order that has not yet been packed or dispatched. Once an order has been dispatched, it cannot be cancelled.

Missing parcels

If your tracking has stopped updating or your parcel has not arrived when expected, email support@haddieskin.com and we will follow it up with the carrier.

If you chose to have your parcel left without a signature, you are responsible for it once the carrier records it as delivered. Our Terms of Service explain this in full.