Expirations, Refunds, Deposits and Cancellations

Refunds and Exchanges

The One Skin Lab­ adheres to the refund policy outlined in the Competition and Consumer Act, also known as the Australian Consumer Law. Please note that refunds are not available for change of mind.

Under certain circumstances, you may be eligible for an exchange or refund of a product or service if it meets the following criteria:

• It is faulty;
• It is significantly unfit for its intended purpose and cannot be rectified within a reasonable timeframe;
• It poses a safety hazard or creates an unsafe situation; or
• It differs significantly from its description or sample.

If there is an issue with a product or service that can be rectified, we will make reasonable efforts to resolve it within a timely manner. However, if rectification is not possible, the conditions mentioned above apply, and you may be entitled to an exchange or refund.

To process refunds or exchanges, please ensure that you retain and present your proof of purchase, such as your receipt.

Please note that customer experiences may vary, and therefore no refund or exchange will be provided if the service or product fails to achieve the desired results, except for the faults or major problems mentioned earlier.

These refund policies are applicable and you agree to abide by these terms when purchasing pre-paid treatments, including packages with multiple treatments.

Cosmetic Injections Deposits:

All clients having Cosmetic Injection treatments require a complimentary consultation with one of our Nurses or Doctors to determine the client is suitable for treatment.

A $50 deposit is required in advance for all treatment bookings.

To ensure efficient scheduling and accommodate other clients, we kindly request a minimum of 24 hours’ advance notice for any appointment cancellations or changes, regardless of whether the appointment was booked online or through our clinic.

In the event that you cancel or modify your appointment with less than 24 hours’ notice, we reserve the right to implement a ‘Cancellation Fee.’

Failure to attend your appointment without prior notice will result in a ‘No Show Fee.’ This fee will be equal to the full amount of your deposit, which will be retained by us.

Adverse Reactions

The One Skin Lab has safely performed over 1 million treatments and sold over 2 million products. All our therapists and medical professionals are trained to the highest standard. In the unlikely event that you experience a side effect, The One Skin Lab will require up to 6 weeks to investigate your concern. During this time, we will need your cooperation in consults to assess the area and to follow the guidance of our trained professionals.

An adverse reaction should be raised immediately in the event that a client has a reaction to a treatment or product that has been performed or supplied by The One Skin Lab Clinics

Cancellations

At least 24 hours’ prior notice must be given for any appointment change or cancellation.

If you give less than 24 hours’ prior notice, or if you do not attend an appointment, we reserve the right to redeem a treatment from your package and/or retain any deposit paid.

Promotions

Cannot be used in conjunction with any other offer, discount or promotion. Promotions must be redeemed within 2 months from date of purchase.

Pre-paid treatments & Packages

Pre-paid treatment packages must be redeemed within the following periods, after which, any unused portion will be forfeited:

• Pre-paid Skin treatments must be redeemed within 12 months from the date of purchase.
• Pre-paid Laser treatments must be redeemed within 12 months from date of purchase. Where 10 or more pre-paid Laser treatments are purchased, these must be used within 18 months of purchase.

Please note that all pre-paid treatments affected by a COVID-19 closure have been automatically extended. For example, if you had 3 months remaining to use your pre-paid treatments before our clinics closed, you still have 3 months to use them from the date we reopen.

Treatments/Services are transferable to other Australian The One Skin Lab clinics as part of our Anywhere Promise.

Treatments/Services are not transferable to other customers.