Refund policy

Returns Policy

Thank you for shopping with AIXIS LABS. We want you to be completely satisfied with your purchase. Please read our returns policy carefully, in line with Australian Consumer Law (ACL).

Change of Mind Returns

Unfortunately, due to the personal nature of skincare products, we do not offer returns or exchanges for change of mind. This includes if you ordered the wrong product, no longer want it, or found it cheaper elsewhere.

We appreciate your understanding, as we prioritize the health, hygiene, and safety of our customers.

Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or not as described, please contact us as soon as possible.

You are entitled to a repair, replacement, or refund under the Australian Consumer Law if the item:

  • Has a major fault or is unsafe
  • Is significantly different from the product description or sample
  • Doesn’t do what we said it would

To request a return:

  1. Email us at returns@aixislabs.com.au within 7 days of receiving your order.
  2. Include your order number, a description of the issue, and photos if relevant.
  3. We’ll assess your claim and let you know the next steps.

If your return is approved, we’ll provide instructions on how to return the product. In most cases, we will cover the return shipping costs if the item is deemed faulty or incorrect.

Return Conditions

To be eligible for a return:

  • Items must be unused, unopened, and in original packaging, unless the product is faulty.
  • Proof of purchase is required (e.g. order confirmation email).
  • Returns must be initiated within 7 days of delivery.

Refunds

Once we receive your returned item and it has been assessed, we’ll notify you of the outcome. If approved:

  • Refunds will be processed to your original payment method.
  • Please allow 5–10 business days for the refund to appear in your account.

Need Help?

If you have any questions about returns, please contact our support team: whatsapp number tba

[Your Store Name] complies with all obligations under the Australian Consumer Law and your statutory rights are not affected by this policy