Refund policy

Last updated: 11/07/2026


Our Commitment

At FormuLab, we want you to love your skincare routine. If something isn't right, we're here to help — in line with your rights under Australian Consumer Law.

Change of Mind

We accept returns for change of mind within 14 days of delivery, provided:

  • The product is unopened, unused, and in its original packaging
  • Proof of purchase (order number or receipt) is provided
  • The item is not a final sale / clearance item (see below)

For hygiene and safety reasons, opened or used skincare products cannot be returned for change of mind. This does not affect your rights if the product is faulty (see below).

Change-of-mind returns are offered at our discretion as a customer service — this is separate from your legal rights, which apply regardless.

Faulty, Damaged, or Incorrect Items

If your product arrives damaged, faulty, or isn't what you ordered, you're entitled to a remedy under the Australian Consumer Law — this applies whether or not the product has been opened.

Please contact us within 7 days of delivery at info@formulabskincare.com with:

  • Your order number
  • A description of the issue
  • A photo of the product/packaging (where relevant)

Depending on the situation, we'll offer a replacement, repair, or refund, in line with your consumer guarantee rights. Major issues (product doesn't do what it's meant to, is significantly different from its description, or is unsafe) entitle you to choose a refund or replacement. Minor issues may be remedied with a repair or replacement first.

How to Start a Return

  1. Email info@formulabskincare.com with your order number and reason for return
  2. We'll confirm eligibility and provide return instructions
  3. Once received and inspected, we'll process your refund or replacement within 5–10 business days

Return shipping costs are the customer's responsibility for change-of-mind returns. For faulty or incorrect items, we'll cover return shipping.

Refunds

Approved refunds are issued to your original payment method. Please allow 3–5 business days for the refund to appear, depending on your bank or payment provider.

Shipping costs are non-refundable for change-of-mind returns, except where required by law.

Sale & Promotional Items

Items purchased at a discounted or promotional price (including bundle pricing) follow the same policy above, unless stated otherwise on the specific product or promotion.

Order Cancellations

If you need to cancel an order, contact us as soon as possible at info@formulabskincare.com. We can only guarantee cancellation if the order hasn't already been processed for shipping.

Your Rights Under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded — 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Contact Us

Questions about your order or this policy? Reach out at info@formulabskincare.com— we're here to help.