Refund policy

Last updated 29 October 2026

SKINGRAPHICA® products are applied to skin, including newly tattooed skin, so every product is delivered with a hygiene seal. There are 3 ways to return a product to us. If more than 1 applies, you can rely on whichever gives you the better outcome.

1. Faulty, damaged or incorrect products

If a product arrives faulty, damaged, not as described or with its seal already broken, contact concierge@skingraphica.com. Your rights under the Australian Consumer Law and the consumer laws of your country apply whether or not the product has been opened. We will send you a prepaid return label and arrange a replacement or a full refund, including delivery.

2. Change of mind, within 30 days

You can return a product because you have changed your mind if you contact concierge@skingraphica.com within 30 days of delivery, the product is unopened with its hygiene seal intact, and you send it back within 14 days of our return authorisation.

We will send you a prepaid, tracked return label at no cost to you. We refund the price you paid for the returned product, including any GST, VAT or sales tax paid on it, within 14 days of receiving it. The original delivery charge is not refunded for change of mind returns.

3. EU and UK right of withdrawal

If you are a consumer in the European Union or the United Kingdom, you may withdraw from your purchase within 14 days of receiving it, without giving a reason. You can withdraw with the Withdraw from contract here function on our EU and UK Right of Withdrawal notice, which is also linked from your order confirmation and your account, by email to concierge@skingraphica.com or by any other clear statement.

The right does not apply to a sealed product once you have unsealed it after delivery, for health protection and hygiene reasons. It continues to apply to every product whose seal remains intact. Every product in a SYSTEM, SYSTEM PLUS or SYSTEM LUX is individually packed and sealed, so you can withdraw for the sealed products in a collection and we will refund a fair proportion of the collection price.

We send you a prepaid, tracked return label with our acknowledgement and we bear the cost of the return. We refund all payments for the products concerned, including the VAT included in the price and the standard delivery charge, within 14 days of being told you are withdrawing. We may wait until we have received the products back or you have shown proof of sending them, whichever is earlier.

Cancelling an order

You can cancel an order until it has been dispatched by contacting concierge@skingraphica.com. We refund the full amount, including delivery, to your original payment method. Orders placed on a weekday are usually dispatched the same day, so please contact us as soon as you can. Once an order has been dispatched, you can return it under any of the 3 ways above.

Gift orders

If a product was sent to you as a gift, you can return it under any of the 3 ways above by contacting concierge@skingraphica.com. Refunds are paid to the person who placed the order, to their original payment method.

Gift cards

Our digital gift cards do not expire. If you are a consumer in the European Union or the United Kingdom, you can cancel an unused gift card within 14 days of buying it for a full refund.

How refunds are paid

Refunds go back to your original payment method unless you agree otherwise, and we never charge a fee for a refund. You will receive an email when your refund has been issued.

Delivery

We do not currently deliver to Italy or Spain.

Questions about a return can go to concierge@skingraphica.com. Legal notices go to policies@skingraphica.com. SKINGRAPHICA PTY LTD (ACN 684 257 261, ABN 54 684 257 261), The Trust Building, Suite 703, Level 7, 155 King Street, Sydney NSW 2000, Australia.