Returns & Exchange Policy

Luxelaser Skin Clinic – Tarneit, Melbourne

Website: luxelaserskinclinic.com.au

Last updated: 2 June 2026

Overview

At Luxelaser Skin Clinic, we want every client to feel confident with their purchase. We also need a simple, fair policy that protects both you and the clinic. This policy explains how we handle returns, exchanges and store credit for our skincare products, treatment packages, gift vouchers and online bookings.

This policy works alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy limits any rights you have under the ACL.

Skincare Products

Change of mind

We do not offer refunds or exchanges for change of mind on skincare products. Skincare is a sealed personal-care item, so once it has left our clinic or been delivered, we cannot resell it.

Faulty, damaged or incorrect items

If a product arrives damaged, faulty, or you have received the wrong item, please contact us within 7 days of receiving it. Please include:

• Your order number

• A description of the issue

• Clear photos showing the problem (and the outer packaging if it was damaged in transit)

We will assess the item in line with the Australian Consumer Law. Where the failure is considered minor, we may choose to repair, replace or refund the item. Where the failure is considered major (as defined under the ACL), you may choose between a replacement or a refund. Refunds approved under the ACL are processed to the original payment method within 5-10 business days. Return postage for ACL-covered items is at our cost.

Treatment Packages, Vouchers & Pre-paid Sessions

No refunds on treatment packages or vouchers

All sales of treatment packages, multi-session packs, course payments and gift vouchers are final. We do not refund unused sessions or vouchers in cash.

Store credit

If you are unable to continue with a treatment plan, we can convert the value of any unused sessions to store credit on your client account. Store credit:

• Is valid for 6 months from the date of issue

• Can be used for any treatment or skincare product we sell

• Is not transferable to another person and is not redeemable for cash

• Will not be issued for sessions that have already been started or completed

• Gift voucher expiry is separate and follows Australian Consumer Law (see Gift Vouchers section below)

Suitability and medical reasons

If, after your consultation or first session, our therapist determines that a treatment is not medically suitable for you, we will refund or credit any unused portion. This decision is at our clinical discretion based on your skin assessment.

Online Bookings & Deposits

When you book a treatment online, a deposit may be required to secure your appointment.

• Deposits are non-refundable but are fully credited toward your treatment on the day of your appointment

• Rescheduling: free of charge if you give us at least 24 hours’ notice

• Late cancellations (less than 24 hours’ notice) or no-shows: the deposit is forfeited and a new deposit will be required to rebook

• You may transfer your deposit to another date once at no charge, provided you give 24 hours’ notice

Sale, Promotional and Discounted Items

Items purchased on sale, with a promotional code or as part of a bundle deal are final-sale. They are not eligible for change-of-mind returns or exchanges. Your rights under the Australian Consumer Law for faulty or misdescribed items still apply.

Gift Vouchers

• Gift vouchers cannot be exchanged for cash

• Gift vouchers are valid for a minimum of 3 years from the date of purchase, in line with the national gift card laws under the Australian Consumer Law

• Lost or stolen vouchers cannot be replaced

• The purchaser of a voucher cannot request a change-of-mind refund once the voucher has been issued. Your rights under the ACL for faulty or misdescribed items still apply.

Your Rights Under the Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with a service or product, you are entitled to:

• Cancel your service contract with us; and

• A refund for the unused portion, or to compensation for its reduced value

You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have the service or product remedied in a reasonable time. If this is not done, you are entitled to a refund.

How to Request a Return or Store Credit

To start a return, exchange or store credit request, please contact us with your order number (for online orders) or your client name and date of purchase (for in-clinic purchases).

• Website: https://luxelaserskinclinic.com.au

• Email: nanciesharma@gmail.com

• Phone: 0420 801 996

• In person: Luxelaser Skin Clinic, Tarneit, Melbourne

We aim to respond to all requests within 2 business days.

Changes to This Policy

We may update this policy from time to time. The current version will always be available on our website at https://luxelaserskinclinic.com.au. The version that applies to your purchase is the one published at the time you placed your order or made your booking.