Thank you for shopping with Jamila Skin Pty Ltd (“Jamila Skin”, “we”, “us”, “our”). We want you to feel confident in your purchase. This policy explains when returns, replacements, and refunds are available under Australian Consumer Law (ACL) and our store guidelines.

By purchasing from www.jamilaskin.com, you agree to this Return & Refund Policy.

1. Australian Consumer Law Rights

Our products come with guarantees that cannot be excluded under the ACL.

You may be entitled to a repair, replacement, or refund if a product:

• Is faulty or defective;
• Is not safe;
• Is significantly different from its description; or
• Otherwise fails to meet a consumer guarantee.

Where the issue is major, you are entitled to a refund or replacement.
Where the issue is minor, we may choose to offer a repair, replacement, or refund.

Nothing in this policy limits your ACL rights.

2. Change of Mind

Due to hygiene and health regulations, we cannot accept change-of-mind returns for skincare or cosmetic products — whether opened or unopened.

This includes situations where you:

• Decided you no longer want the product;
• Ordered the wrong item;
• Prefer a different scent or texture;
• Don’t achieve the personal results you expected.

Cosmetic products cannot be resold once they leave our warehouse, which is why change-of-mind returns are not permitted.

3. Skin Sensitivities & Reactions

Our products are cosmetic only and not
medical treatments. Individual skin responses vary.

We do not offer refunds or returns based
on:

• Sensitivities, breakouts, or irritation;
• Allergic reactions;
• Personal mismatch with skin type.

Customers are responsible for reviewing
ingredient lists and performing patch tests prior to use.

If you have a known allergy or medical skin condition, consult a healthcare professional before use.

4. Faulty, Damaged, or Incorrect Products

If your item arrives damaged, faulty, or incorrect, we will fix the issue in line with the ACL.

To lodge a claim, you must contact us
within 7 days of delivery at
📧 Hello@jamilaskin.com

Please include:

• Your order number;
• A description of the issue;
• Clear photos of the product and packaging.

We may require the product to be returned for assessment. If the product is confirmed to be defective or incorrect, we will offer:

• A replacement; or
• A refund; or
• A credit (if preferred).

We cover return postage for valid claims.

5. Exclusions

We cannot offer returns or refunds for:

• Products damaged through misuse, neglect, or improper storage;
• Products that have been used for an unreasonable period before reporting a fault;
• Damage caused by failure to follow product instructions;
• Products past expiry;
• Loss or damage caused by couriers after successful delivery to your address (unless covered under ACL);
• Cosmetic reactions or sensitivities (see Section 3).

6. Returns Process (For Eligible Items Only)

If your return is approved:

1. We will provide you with a return address and instructions.
2. Products must be returned in their original packaging (where possible).
3. Once received and inspected, we will process your refund or replacement.
4. Refunds are issued to the original payment method only.

We aim to process approved returns within 5 business days of receiving the item.

7. Order Cancellations

Orders cannot be cancelled after they have been processed or shipped.

If you contact us before processing begins, we will attempt to cancel your order — but this is not guaranteed.

Pre-orders and limited-edition items cannot be cancelled.

8. Lost, Stolen, or Unclaimed Deliveries

Once an order is shown as delivered by the courier, responsibility transfers to the recipient.

We are not responsible for:

• Theft after delivery;
• Deliveries to incorrect addresses provided by the customer;
• Unclaimed parcels returned to sender.

If a parcel is returned to us due to an incorrect or undeliverable address, reshipping fees apply.

9. International Orders, Customs & Refusals

For international customers, you are
responsible for:

• Import laws in your country;
• Customs duties, taxes, or fees;
• Any customs delays, holds, refusals, or seizures.

We do not refund orders that are:

• Delayed by customs,
• Refused entry,
• Seized or destroyed by authorities, or
• Returned due to unpaid taxes or duties.

10. How to Contact Us

If you believe your product is defective or you wish to lodge a return request, contact our support team:

📧 Hello@jamilaskin.com

We aim to respond within 2 business days.