Our Commitment to You
At SkinCandy we handcraft every balm in small batches with the finest natural ingredients. We want you to love every product you receive. If something isn’t right, we’ll do our best to make it right.
Change of Mind Returns
We accept change of mind returns within 30 days of purchase, provided:
- The product is unused and in its original condition
- The product is in its original packaging
- You have proof of purchase (order confirmation email)
Please note: due to the handcrafted and perishable nature of our balms, we are unable to accept returns on opened or used products unless they are faulty.
Faulty or Damaged Products
If your product arrives damaged or faulty, please contact us within 7 days of receiving your order. We will offer a full replacement or refund at no cost to you.
To process a faulty item claim please email us at [your email] with:
- Your order number
- A photo of the damaged or faulty product
- A brief description of the issue
How to Return an Item
- Email us at [your email] with your order number and reason for return
- We’ll reply within 2 business days with return instructions
- Pack the item securely and send it to our return address
- Once received and inspected we’ll process your refund or replacement within 5 business days
Please note: return shipping costs are the responsibility of the customer unless the item is faulty or incorrectly sent.
Refunds
Approved refunds are processed back to your original payment method within 5–7 business days. Processing times may vary depending on your bank or payment provider.
Exchanges
We are happy to exchange an unused product for a different item of equal value. Please contact us to arrange an exchange before sending anything back.
Contact Us
Questions about your order or return? Get in touch:
📧 skincandy9@gmail.com
🌐 skincandy.com.au/contact