Refund Policy
At Skin Citizen, as much as we hope you love our products, we are really sorry if we come up short on that goal. If this is the case, we have some options for you.
Damaged, defective or incorrect items in order:
Please email help@skincitizen.com if your products have arrived and they are damaged, defective or incorrect and make sure to include a photo. We promise that our customer service team will look into it and get back to you as soon as possible with suggestions or replacement items.
Returns:
If you decide to cancel, we will happily assist you.
Just email us at help@skincitizen.com within 14 days from the date of your purchase and clearly state the reason for your return. Any products sent back must be unused and in their original packaging with seals intact. We hope you understand that we need to cover ourselves as well, so any product or packaging needs to be in resalable condition when we get them without any signs of wear and tear or damage.
Unfortunately, it costs us extra for shipping and restocking, so we need you to cover shipping back to us and will have to deduct a $10 AUD restocking fee from your refund. We also cannot refund the cost of the original shipping fee because that’s what we pay to the postal company. Please note that your return package must be postmarked within 14 days of placing your order and once we receive the products back, we will reimburse you with a refund or credit note.
Exchanges:
Please email us at help@skincitizen.com and we will sort something out!
Return Instructions:
Your order number must be written clearly on the outside of the box and all returns need to be sent to the following address.
Suite 114, 20-40 Meagher St Chippendale, NSW 2008, Australia.