Terms of service

Last Updated: 15 October 2025


1. Overview

These Terms and Conditions (“Terms”) govern all purchases made through smaestheticlab.shop (“we”, “us”, “our”, or the “Site”). By accessing or purchasing from our Site, you agree to comply with these Terms and our Privacy Policy.

Please read this document carefully before placing an order. If you do not agree with any part of these Terms, you must discontinue use of our Site immediately.

2. Online Store & Product Sales

Our online store offers cosmeceutical and medical-grade skincare products.
Certain items may require a consultation or medical form prior to purchase to ensure suitability.

All prices are displayed in Australian Dollars (AUD) unless otherwise stated.
We reserve the right to update prices, modify products, or discontinue items at any time without prior notice.

3. Order Processing & Shipping

All orders are processed through Shopify and shipped via Sendle, which partners with CouriersPlease, Aramex, and Global Express. Some Australian orders may be shipped via Australia Post.

Tracking details will be provided by email once your order has been dispatched.
Processing times are generally same day for orders placed before 12 pm AEST or next business day for later orders, excluding weekends and public holidays.

Estimated delivery times and international region rates are available on our Shipping Policy page.

4. Right to Refuse Sale & Order Cancellation

We reserve the right to refuse, cancel, or refund any order at our discretion, including (but not limited to) situations where:

  • The transaction is flagged by Shopify or our payment processor as potentially fraudulent or suspicious

  • The payment fails security or verification checks

  • There is evidence of unauthorised use of a payment method

  • Product availability or pricing errors occur

  • A customer repeatedly violates store policies or engages in chargeback activity

All payments are securely processed via Shopify Payments, PayPal, or Afterpay, which employ advanced fraud detection and encryption technologies.

In the event of cancellation due to a suspected fraudulent transaction, the customer will be notified via email and the payment will be reversed to the original payment method.
SM Aesthetic Lab reserves the right to request additional identity verification before releasing an order if fraud risk is detected.

5. Product Returns, Damages & Issues

All product sales are final and non-refundable, except in the following cases:

Faulty Products – Must be reported within 7 days of receipt (e.g., broken seal, damaged pump, or leaking packaging). Replacements or refunds are subject to supplier or brand approval.

Adverse Reactions – Notify us immediately with photographs and details. We will submit your case to the product manufacturer for assessment. A valid medical certificate may be requested for medical-grade skincare.

Please allow up to 14 business days for supplier review and resolution.
Refunds, if approved, are processed to the original payment method only.

6. International Orders

We currently ship to New Zealand, Asia, the UK, the US, and Canada.
It is the customer’s responsibility to ensure all items comply with local import and customs regulations.

Restricted goods (e.g. aerosols, flammable items, or certain prescription-grade actives) may be delayed, returned, or seized by customs.
If an order is rejected or returned, shipping fees and related charges are non-refundable.

Import duties, GST/VAT, and clearance fees are not included in the product price and must be paid to local authorities prior to delivery.
Delivery times may vary depending on customs inspections and international logistics.

7. Security of Online Payments

All transactions are processed securely through Shopify’s PCI-DSS compliant payment gateways.
We do not store full credit card details, and all payment information is encrypted during transmission.

SM Aesthetic Lab is committed to protecting the confidentiality and integrity of your personal and payment information.

8. Privacy & Data Collection

We collect personal information necessary to fulfil orders, provide support, and operate our online store efficiently.
This may include your name, email, phone number, billing/shipping address, and payment confirmation details.

For more information on how we collect, store, and use your information, please review our Privacy Policy.

9. Cookies & Tracking Technologies

Our website uses cookies and similar technologies to:

  • Enhance browsing and checkout functionality

  • Analyse website traffic and performance

  • Deliver personalised promotions and marketing (where legally permitted)

You can disable cookies via your browser settings, though some features may not function correctly.
We also use Shopify Analytics, Google Analytics 4, and Meta Pixel to better understand user experience.

10. Policy Updates

SM Aesthetic Lab reserves the right to modify or update this Privacy Policy and these Terms at any time.
Any changes will take effect immediately upon posting to our website, with the updated effective date listed at the top of this page.

We encourage you to review this page periodically for updates.

11. Complaints & Enquiries

If you have any concerns, requests, or questions regarding:

  • Privacy practices

  • Online orders or payments

  • Product quality or delivery

Please contact our support team:
📧 hello@aeslab.com

We are committed to addressing all enquiries promptly and in accordance with Australian consumer and privacy law.

12. Governing Law

These Terms are governed by the laws of New South Wales, Australia.
Any disputes arising in connection with these Terms shall be resolved in the courts of New South Wales.