Refund policy

At Original Skin, we aim to provide a clear and transparent experience before, during and after your purchase. This Returns, Refunds and Cancellations Policy outlines how we handle order changes, returns, refunds and our product guarantee. This policy applies to customers located in Australia and New Zealand.

If you have any questions at any stage, or need assistance with your order, please contact us at support@originalskinau.com and include your order number so we can assist you as efficiently as possible.

Cancellations

We begin processing orders shortly after they are placed to ensure fast dispatch and delivery. Because of this, if you need to cancel your order, it is important that you contact us as soon as possible.

Cancellations are generally only possible within 1 to 2 hours of placing your order, and we cannot guarantee that changes can be made once your order has entered processing. If your order has already been packed, assigned a tracking number, or shipped, it will no longer be eligible for cancellation.

In these cases, you may follow the returns process outlined below once your order has been delivered.

Returns for Unused Items

We accept returns for unused items under certain conditions. If your item is unused, unopened and still in its original packaging, you may request a return within 30 calendar days of receiving your order.

To be eligible for a return, your item must meet all of the following criteria:

  • It must be unused and unopened
  • It must be in its original packaging
  • It must be in the same condition that you received it
  • You must be able to provide proof of purchase

To initiate a return, please contact support@originalskinau.com with your order number and the reason for your return request.

If your return is approved, we will provide detailed instructions on how and where to send your item. Please note that:

  • Customers are responsible for all return shipping costs
  • Returns must be sent with tracking to ensure safe delivery
  • Items must be packaged securely to prevent damage in transit
  • Items returned without prior approval may not be accepted

For change-of-mind returns, a $17 AUD restocking, administration and processing fee will apply. This fee will be automatically deducted from your refund total.

We reserve the right to refuse a return or refund if the above conditions are not met.

Damaged, Faulty or Incorrect Items

We recommend that you inspect your order as soon as it arrives. If you receive an item that is damaged, faulty, or not what you ordered, please contact us promptly at support@originalskinau.com.

When contacting us, please include your order number and, where possible, clear photos of the issue so we can assess the situation quickly and provide an appropriate resolution.

Nothing in this policy limits or excludes your rights under Australian or New Zealand consumer law.

Exchanges

We do not offer direct exchanges.

If you would like a different item, the quickest and most efficient option is to return your eligible unused item following the returns process above, and then place a new order for the item you prefer once your return has been approved.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.

If your refund is approved, it will be processed back to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time to complete the transaction and reflect the funds in your account.

If more than 15 business days have passed since your refund was approved and you have not received your funds, please contact us at support@originalskinau.com so we can assist further.

60-Day Love Your Skin Guarantee

Our 60-Day Love Your Skin Guarantee is available to customers who purchase the 60-Day Confidence Challenge bundle or higher.

This guarantee is designed for customers who commit to using the Bacne Out Bar consistently as part of their daily routine. If you use the product every day for a full 60-day period and do not see the visible skin improvement you were hoping for, you may be eligible for a refund under this guarantee.

To qualify, you must meet all of the following requirements:

  • You must have purchased the 60-Day Confidence Challenge bundle or a higher package
  • You must use the Bacne Out Bar consistently every day for the full 60-day period, as directed
  • You must take a clear “before” photo at the start of your routine, with the product visible
  • You must take a clear “after” photo at the end of the 60 days
  • You must email us your order number, both photos, and a brief description of your experience

All guarantee claims must be submitted within 30 days of completing your 60-day routine by emailing support@originalskinau.com.

This guarantee does not require you to return the used product. Please note that shipping costs are non-refundable unless otherwise required under Australian or New Zealand consumer law.

Need Help?

If you have any questions about cancellations, returns, refunds, or our guarantee, we are here to help.

Please contact us at support@originalskinau.com and include your order number so we can assist you as quickly and accurately as possible.