Customer satisfaction is paramount at The Skin Factory. If for some reason you are not completely happy with your purchase, please contact us within 24 hours of receiving your product/s with your intent to return. The goods will then need to be returned within 24 hours for a full refund.

Unfortunately, we cannot refund goods that have been opened and / or security seals have been removed.

The Skin Factory must be notified within 24 hours of receipt of purchase of any product discrepancies. No product discrepancies will be considered beyond 24 hours of receipt of order.

The Skin Factory must be notified within 24 hours of receipt of order of any faulty products. No faulty products will be considered for return beyond 24 hours of receipt of order.

No returns on sale items except as required by law.


The products we stock are medical grade and it is important to always use products as directed on the label.  If you choose a product that does not suit your skin and wish to return it, a handling and restocking fee may apply up to 50% of the value of the item. You will be responsible for the shipping charges to return the product to us.

In the rare case that your skin becomes irritated or shows signs of an allergic reaction, please stop using the product immediately and call us on 07 3161 8408.

  • Notify us immediately should a reaction occur and provide proof (photos will suffice).
  • We will authorise the return and supply a Reply Paid address but you are responsible for any additional packaging.
  • Once we receive the product back, we will process the refund or supply replacement.

We strongly suggest that you find out your skin type before selecting any skincare products, as this will make it much easier for you to be able to select products that will suit you. If you’d like us to recommend the products that will be best suited to your skin, please click here to contact us.