refund policy

overview

we want your arpy order to arrive safely and as expected.

because skincare is a personal-care product, returns need to be handled carefully for hygiene and safety reasons.

change of mind

we may accept change-of-mind returns within 14 days of delivery where the product is unopened, unused and in its original condition.

for hygiene reasons, opened or used skincare products cannot usually be returned for change of mind unless required by law.

change-of-mind returns must be approved by us before being sent back.

return condition

to be eligible for a change-of-mind return, the product should be:

• unopened and unused;
• in its original packaging;
• in a resaleable condition; and
• returned within 14 days of delivery.

please do not send any product back before contacting us and receiving return instructions.

damaged, faulty or incorrect items

if your order arrives damaged, faulty, leaking, missing an item or different to what you ordered, contact us as soon as possible.

please include your order number, a brief description of the issue, and clear photos of the product, outer packaging and shipping label where relevant.

after reviewing the issue, we may offer a replacement, refund, store credit or another suitable solution depending on the situation and your rights under law.

skin reactions

skincare is personal, and reactions can happen even with carefully formulated products.

please read the ingredient list before use and patch test if you are prone to sensitivity.

if you experience irritation, discontinue use and contact a qualified health professional if needed. you can also contact us with your order details so we can review the situation.

how to request a return

to request a return, email operations@arpyskin.com with:

• your order number;
• the product you want to return;
• the reason for the return;
• whether the product has been opened or used; and
• photos if the product is damaged, faulty or incorrect.

if your return is approved, we will provide return instructions.

return shipping

for approved change-of-mind returns, return shipping costs are the responsibility of the customer unless we agree otherwise.

where a product is damaged, faulty, incorrect or otherwise covered by consumer guarantee rights, return shipping will be handled in accordance with australian consumer law.

refund timing

once an approved return has been received and inspected, we will notify you whether the refund has been approved.

if approved, refunds are processed back to the original payment method where possible.

your bank or payment provider may take additional time to make the funds available.

items we usually cannot accept

unless required by law, we usually cannot accept returns for:

• opened or used skincare products returned for change of mind;
• products returned outside the return window;
• products not in their original condition;
• items damaged after delivery due to misuse, storage or handling; and
• gift cards or digital products, if offered.

sale items and promotions

sale, promotional or discounted items may have different change-of-mind return conditions.

however, your rights under australian consumer law still apply.

contact

for returns, refunds or order issues, contact us at operations@arpyskin.com.