Refund policy
RETURNS AND REFUNDS
Change-of-Mind Returns
We accept change-of-mind returns within 30 days of delivery, provided the product is:
- unopened and unused
- in its original packaging
- in a condition suitable for resale
To request a return, please contact hello@milqskin.com with your order number and reason for return.
Please do not send products back without prior approval. Once your return has been approved, we will provide the return address and instructions.
Returns sent without prior approval may not be accepted or processed.
Customers are responsible for return shipping costs for change-of-mind returns. We recommend using a trackable postal service, as MILQ cannot accept responsibility for returns lost in transit.
Original shipping charges are not refundable for change-of-mind returns.
This voluntary change-of-mind policy is provided in addition to your rights under the Australian Consumer Law. Businesses are not required to accept returns simply because a customer changes their mind, but any voluntary policy offered must be applied according to its stated terms.
Damaged, Faulty or Incorrect Products
Please inspect your order when it arrives.
If your order is damaged, faulty or incorrect, please contact us as soon as possible, ideally within seven days of delivery, so we can assist you promptly. Contacting us outside this timeframe does not affect any rights you may have under the Australian Consumer Law.
Please include:
- your order number
- a description of the issue
- clear photographs of the product and packaging, where relevant
We will assess the issue and provide an appropriate remedy in accordance with the Australian Consumer Law. Depending on the circumstances, this may include a replacement, refund or another suitable remedy.
Where a product has a major problem, the customer may be entitled to choose between a refund and replacement. For a minor problem, the business generally has the opportunity to provide an appropriate remedy.
If a product is confirmed to be faulty, damaged or incorrect, we will reimburse reasonable return postage costs where required. Please retain proof of any postage costs.
Faulty products do not need to be returned in their original packaging. We may ask you to provide proof of purchase.
Skin Reactions
Every skin journey is unique, and individual responses to skincare can vary depending on skin type, sensitivities, existing routines and external factors.
If you experience a reaction to a MILQ product, please discontinue use and contact us at hello@milqskin.com.
We take all customer experiences seriously and may ask for information about the product used, your existing routine and the nature of the reaction so that we can document and assess your experience carefully.
We recommend patch testing before full use, particularly if your skin is sensitive or reactive.
An individual skin reaction does not automatically qualify as a change-of-mind return, particularly where the product has been opened or used. Each concern will be considered individually, and nothing in this section limits any rights or remedies available under the Australian Consumer Law.
Items Not Eligible for Change-of-Mind Returns
The following items are not eligible for return under our voluntary change-of-mind policy:
- opened or used products
- gift cards
- sale or clearance items
- complimentary gifts or promotional items
- products purchased from a stockist or third-party retailer
Products purchased from another retailer should be returned to the original place of purchase, subject to that retailer’s policies and your rights under the Australian Consumer Law.
These exclusions do not apply where a product is faulty, damaged, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.
Exchanges
We do not offer direct exchanges for change-of-mind returns at this time.
Where a change-of-mind return is approved, you are welcome to place a new order once your refund has been processed.
This does not affect any right you may have to choose a replacement where a product has a major problem under the Australian Consumer Law.
Refunds
Once your approved return has been received and inspected, we will notify you of the outcome.
For approved change-of-mind returns, the refund will be issued to the original payment method within 10 business days. The time taken for the funds to appear in your account may vary depending on your financial institution.
Original shipping charges are not refundable for change-of-mind returns.
Where a product is faulty, damaged, unsafe, incorrect or otherwise fails to meet a consumer guarantee, refunds and any reimbursement of reasonable return costs will be handled in accordance with the Australian Consumer Law.
If more than 15 business days have passed since we confirmed that your refund was processed, please contact hello@milqskin.com.
Australian Consumer Law
Our voluntary change-of-mind policy is provided in addition to your rights under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You may also be 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.
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.