Refund policy

RETURNS + REFUNDS

Changed your mind? Something gone wrong? Let’s sort it out.

We hope you love your Pops but parcels get bumped around, people accidentally order things twice and sometimes minds change.

Here’s how returns and refunds work at Skin Pops.

CHANGE OF MIND

Changed your mind? That’s okay.

We accept change-of-mind returns within 30 days of delivery, provided your product is:

• unopened
• unused
• in its original packaging
• in its original condition

Because skincare is a personal-use product, we can’t accept change-of-mind returns once a product has been opened or used.

To start a return, email hello@getskinpops.com with your order number and the item/s you’d like to return.

Return postage for change-of-mind returns is the responsibility of the customer, and original shipping charges are non-refundable.

SKIN REACTIONS + SENSITIVITIES

Skin is personal. What one face loves, another may not.

A product simply not suiting your individual skin is generally considered a change of mind rather than a product fault. For this reason, we generally can’t offer a refund or return for an opened or used product solely because it wasn’t right for your skin.

We recommend patch testing before first use and following the directions and warnings provided with each Pop.

If you experience an unexpected reaction, stop using the product and contact us at hello@getskinpops.com with your order number and details of what happened. If you’re concerned about the reaction itself, please seek appropriate professional advice.

If there may be an issue with the product, we’ll investigate it with you.

This doesn’t affect any rights you may have if a product is faulty, unsafe or otherwise doesn’t meet applicable consumer guarantees.

 

DAMAGED OR FAULTY PRODUCTS

Your Pops should arrive looking exactly as good as they did when they left us.

If something arrives damaged, faulty or not quite right, please contact hello@getskinpops.com as soon as possible.

For damage that appears to have occurred in transit, we ask that you contact us within 48 hours of delivery where possible, as this helps us investigate the issue with the carrier.

Please include:

• your order number
• a quick description of the problem
• clear photos of the product and packaging

Once we’ve reviewed everything, we’ll organise the appropriate replacement, refund or other remedy.

If a faulty or damaged product needs to be returned, Skin Pops will cover reasonable return postage where required.

This timeframe does not limit any rights you may have under applicable consumer law.

WRONG POP?

Ordered CALM and somehow received BOOST?

Not ideal.

If we’ve sent you the wrong product, email hello@getskinpops.com as soon as possible.

We’ll fix it at no cost to you.

LOST OR MISSING PARCELS

If your tracking hasn’t moved for an unusually long time or your parcel appears to have gone missing, check your tracking information first and contact the carrier if required.

If your parcel is marked as delivered but you can’t find it, check around the property, any nominated safe place and with anyone else at the delivery address.

Still no Pops?

Email hello@getskinpops.com with your order number and we’ll help investigate with the carrier.

Lost and missing parcel claims are assessed individually once we have the available information from the delivery provider.

 

THE POP COLLECTION + BUNDLES

Bought the whole good-looking line-up?

For change-of-mind returns, collections, sets and bundles must be returned in full, with all products unopened, unused and in their original condition.

Individual products from a discounted collection or bundle can’t be returned separately for change of mind.

If an individual product within your collection is faulty or damaged, that’s different. Get in touch and we’ll sort it out.

SALE ITEMS

Sale items are not eligible for change-of-mind returns unless otherwise stated at the time of purchase.

If a sale item is faulty, damaged or incorrect, your consumer rights still apply.

GIFT CARDS

Gift cards are not eligible for change-of-mind returns or refunds, except where required by law.

REFUNDS

Once your eligible return has been received and approved, your refund will be issued to your original payment method.

We aim to process approved refunds within 5 business days. Once processed, your bank or payment provider may take additional time for the funds to appear in your account.

Original shipping charges are non-refundable for change-of-mind returns.

RETURN SHIPPING

For change-of-mind returns, return postage is paid by the customer.

For faulty, damaged or incorrectly supplied products, Skin Pops will cover reasonable return shipping where a return is required.

Please contact us before sending anything back so we can give you the correct return instructions.

Unexpected Pops arriving back at HQ helps nobody.

NEW ZEALAND RETURNS

Our 30-day change-of-mind policy also applies to eligible orders shipped to New Zealand.

Products must be unopened, unused, in their original packaging and in their original condition.

Customers are responsible for international return postage for change-of-mind returns.

Any customs duties, taxes or import charges paid directly to customs authorities or other third parties are generally not refundable by Skin Pops.

If your order is faulty, damaged or incorrect, contact us and we’ll help from there.

YOUR CONSUMER RIGHTS

Nothing in this policy is intended to exclude or limit any rights or remedies you may have under the Australian Consumer Law, New Zealand Consumer Guarantees Act or other applicable consumer laws.

If there’s genuinely something wrong with your order, talk to us. We’re reasonable people.

READY TO MAKE A RETURN?

Email hello@getskinpops.com with:

• your name
• order number
• what you’d like to return
• the reason for your return
• photos, if something has arrived damaged, faulty or incorrect

We’ll let you know what happens next.

Easy. Clear. No seventeen-step returns routine required.