Refund policy
Effective Date: 15 October 2025
At SM Aesthetic Lab, we take pride in the quality, safety, and authenticity of every product we offer. Due to the nature of medical-grade skincare and personal care items, all sales are final, and we do not accept returns or exchanges for change of mind.
This policy outlines the procedures for reporting product issues, damaged items, and special considerations for international orders.
Damages & Order Issues
We kindly ask that you inspect your order upon delivery. If an item is damaged, defective, or incorrect, please contact our team as soon as possible so we can review and assist with a resolution.
For all orders — domestic and international — damages or order issues must be reported within 7 days of delivery. Please include:
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Your full name and order number
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Clear photos of the damaged item(s) and packaging
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A description of the issue
This information allows us to lodge an investigation with our courier or supplier promptly.
Skincare & Cosmeceutical Products
Due to TGA and health regulations, all skincare and cosmeceutical sales are final once dispatched. This ensures product integrity, hygiene, and traceability.
Exceptions may apply only in the following cases:
Faulty or Damaged Products
If a product arrives damaged (e.g. broken pump, leaking packaging, or compromised seal), please notify us within 7 days of receipt. We will liaise directly with the supplier or brand for review.
Refunds or replacements are at the discretion of the manufacturer or brand owner.
Please allow up to 14 business days for supplier evaluation and response.
International Orders (New Zealand, Asia, UK, US, Canada)
It is the customer’s responsibility to ensure that products comply with local import, customs, and regulatory requirements prior to ordering.
SM Aesthetic Lab cannot be held responsible for parcels that are delayed, rejected, or seized by Customs. Shipping costs, customs duties, and taxes are non-refundable.
If an international order arrives faulty or damaged, please contact us within 7 days with supporting photos. International claims may take additional time due to courier and customs processes.
Exchanges
We do not offer exchanges for change of mind or incorrectly ordered items.
If your item is eligible for review under the above exceptions, our team will guide you through the appropriate replacement process.
Refunds (if Approved)
Once a claim has been approved and a refund authorised by the supplier, funds will be returned to your original payment method within 10 business days.
Please note:
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Your financial institution may require additional time to process the transaction.
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If more than 15 business days have passed since your refund was approved, contact us at hello@aeslab.com.au
Final Note
By placing an order with SM Aesthetic Lab, you acknowledge and agree to this Returns, Damages & Issues Policy.
This policy protects the integrity and safety of our products while ensuring compliance with Australian consumer and TGA regulations.
