At Masance Skin, we take great care in the formulation and preparation of each product. If you are not fully satisfied with your purchase, we’re here to assist.
We want you to feel confident trying Masance Skin.
If you are not satisfied with your first purchase, you may request a refund within 30 days of delivery under our 30-Day Confidence Guarantee.
To be eligible:
We may request photographs or further information to help assess the request and verify normal product usage.
Shipping costs are non-refundable unless required under Australian Consumer Law.
Refund requests relating to excessive use, multiple claims, misuse, or suspected abuse of the policy may be declined.
To request a refund, please contact support@masanceskin.com with your order number and reason for the request.
This guarantee is provided in addition to your rights under Australian Consumer Law.
Due to hygiene and safety reasons, we cannot accept returns or exchanges for change of mind on skincare products that have been opened, used, or unsealed.
If your product is unopened, unused, and in its original sealed packaging, you may request a return within 14 days of delivery for store credit.
To be eligible:
Customers are responsible for return shipping costs for change-of-mind returns.
We reserve the right to refuse returns that do not meet these conditions.
If your item arrives damaged, leaking, defective, or otherwise faulty, please contact us within 7 days of delivery at:
Please include:
We will assess the issue and, where required under Australian Consumer Law, arrange a replacement, repair, or refund.
If you receive an incorrect item, please notify us within 7 days of delivery. We will provide a prepaid return label and ensure the correct product is dispatched promptly.
Our products are cosmetic formulations designed for external use. As individual skin types vary, we recommend reviewing the ingredient list and conducting a patch test before full application.
If irritation occurs, discontinue use immediately and contact us at support@masanceskin.com.
Requests relating to adverse reactions are assessed on a case-by-case basis. We may request further information or imagery to assess the matter appropriately.
Once a returned item is received and inspected, we will notify you of the outcome.
Approved refunds will be processed to the original payment method within 5–10 business days, depending on your financial institution.
Shipping costs are non-refundable unless the product is confirmed to be faulty, damaged, or incorrectly supplied.
Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law (ACL).
Under the ACL, you are entitled to:
