Refund policy

In2Skin Australia Pty Ltd supplies products to approved wholesale Salon Partners. As a wholesale B2B business, we do not accept returns or provide refunds for change of mind, ordering errors or circumstances where products are no longer required.

This policy does not exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law (ACL).

Damaged, Faulty or Incorrect Items

Please inspect your order promptly upon delivery and contact us as soon as possible if:

  • products have been damaged during transit;

  • products are faulty or defective;

  • you have received an incorrect product or quantity; or

  • the products received do not correspond with your order.

Please contact us at orders@ultraderm.com.au or 1300 660 297 with your order number and details of the issue. Where appropriate, we may request photographs or other information to assist us in assessing the issue.

If a product is confirmed to be faulty, damaged, incorrect or otherwise eligible for a remedy under the Australian Consumer Law, we will work with you to determine the appropriate remedy, which may include a replacement, repair, credit or refund, depending on the circumstances and your rights under the ACL.

Where a return is approved, we will provide instructions for returning the affected product. Please do not return products without first contacting us and receiving approval.

Change of Mind and Ordering Errors

We do not accept returns or provide refunds or credits where:

  • you have changed your mind;

  • you have ordered the incorrect product, size or quantity;

  • the products are no longer required;

  • you have over-ordered; or

  • you have ordered products that are unsuitable for your business or client requirements;

  • a customer or client experiences an individual skin reaction, sensitivity or intolerance to a product, where the product has been supplied as intended and is not found to be faulty or defective.

We encourage wholesale customers to carefully review their order before submitting it, particularly product selections and quantities. Salon Partners are responsible for assessing product suitability for their clients and following the relevant product information, directions, and training manuals for use and professional prescribing guidelines.

Products Not Eligible for Return

Unless required under the Australian Consumer Law, products cannot be returned simply because they are unwanted or no longer required.

For hygiene, safety and product integrity reasons, opened or used skincare and personal care products are generally not eligible for return. Products that have been altered, damaged, used, opened or stored incorrectly after delivery may also not be eligible for return where the issue is not attributable to In2Skin Australia.

Sale, promotional and clearance items are not eligible for change-of-mind returns.

Refunds and Credits

Where a refund or credit is approved, we will advise you of the outcome following assessment of the relevant circumstances.

Approved refunds will generally be processed to the original payment method. Please allow up to 10 business days for us to process an approved refund. Your financial institution may require additional time for the funds to appear in your account.

Where a wholesale account credit is agreed as the appropriate remedy, the credit will be applied to your account and may be used against future eligible wholesale orders.

Contact Us

If you believe you have received a faulty, damaged or incorrect product, please contact us as soon as possible at:

Email: orders@ultraderm.com.au
Phone: 1300 660 297

Please include your order number, details of the issue and, where relevant, photographs of the product and packaging.

We will assess each claim on its individual circumstances and in accordance with our obligations under the Australian Consumer Law.