Returns and Refunds Policy

RETURNS AND REFUNDS POLICY

At Kadu Skin, we want to ensure your shopping experience is as seamless as possible. If you need to return a product, please read our policy below. This policy aligns with Australian Consumer Law and forms part of our Website Terms & Conditions.

Please note: our Returns and Refunds Policy does not affect your statutory rights to return products that are incorrect, damaged or faulty/not fit for purpose.

QUICK GUIDE TO RETURNS & REFUNDS

Change of Mind: Returns accepted within 14 days for store credit, refund, or exchange (unused & unopened only). No refund on delivery fees.

Damaged or Incorrect Items: Notify us as soon as possible with photos. We’ll replace or refund.

Sensitivities & Allergies: No refunds for reactions. Ingredients are listed online - please check before purchasing.

Processing Time: Returns are processed within 7 days of receiving your item.

Tracking Your Return: We recommend tracking your return. Lost items are not our responsibility.

Email hello@kaduskin.com.au before sending any returns.

I RECEIVED THE WRONG ORDER

If you receive an item that you did not order, or if the contents of your order are incorrect, we apologise for the inconvenience and are committed to making things right as quickly as possible. We will ask you to return the incorrect product and let us know if you would like us to:

send the correct item; or
provide you with a refund.

MY ORDER WAS DAMAGED IN TRANSIT:

If your order is incorrect, damaged, or faulty, please contact us within 7 days of delivery at hello@kaduskin.com.au with:

A clear photo of the product & packaging.
Your order number and description of the issue.
Once verified, we will send a replacement item at no extra cost, or
Issue a full refund (including original shipping costs, if applicable).

Please note that if your item is damaged during shipping, please include a photo of the packaging before opening the product.

I HAVE CHANGED MY MIND - CAN IT RETURN MY PRODUCT?

We are happy to provide a store credit, refund, or exchange if:

The item is unused, unopened, and in its original condition & packaging.
The return is made within 14 days of purchase.
The product is not a sale or clearance item (see exclusions below).
The customer covers return shipping costs.

We do not refund delivery costs for change-of-mind returns. If you request an exchange, we’ll cover the cost of shipping the replacement item to you.

CAN I RETURN A SALE ITEM?:

Unfortunately, we cannot accept returns for sale items or clearance items (unless they are faulty, damaged upon receipt or do not match the description of the product you ordered). We do not accept returns or refunds for:

Sale, clearance, or discounted items (unless faulty).
Gift cards & personalised products.

If a sale item is faulty or incorrect, please refer to our 'DAMAGED' (above) and 'INCORRECT ITEMS' (below) sections.

I ORDERED THE WRONG ITEM, CAN I RETURN IT FOR A REFUND?

We are unable to offer refunds for incorrect purchases; however, we can provide a store credit for the product once the unopened, unused item is returned to us.

Return shipping costs are the customer’s responsibility.
Original shipping costs are non-refundable.

PRODUCT SENSITIVITIES & ALLERGIC REACTIONS

We do not accept returns, exchanges, or refunds for skin sensitivities or allergic reactions.

Why? Everyone’s skin reacts differently, and we provide detailed ingredient lists on our website to help you make an informed choice.

Before purchasing, please review the ingredients carefully. If you need guidance, contact us at hello@kaduskin.com.au and we’ll be happy to assist.

Please note that if you experience a reaction, immediately discontinue use and seek medical advice if necessary.

HOW TO RETURN PRODUCTS

To return an item, follow these steps:

Email us at: hello@kaduskin.com.au with your order details and reasons for return.
Pack the item securely in its original packaging.
Post to: Kadu Skin Returns - 27 Minta Road, Happy Valley, SA 5159, Australia
Keep your tracking number as we are not responsible for lost returns.

PROCESSING TIMES FOR RETURNS:

Once we receive your return, please allow:

7 business days for our team to inspect and process your return.
3 business days for store credits to be issued via email.
Refunds processed within 5-7 business days (depending on your bank).

Refunds are returned via the original payment method used at checkout.

WILL YOU REFUND MY POSTAGE COSTS TO RETURN AN ITEM?

We cover return shipping costs if the item is faulty, damaged, or incorrect.
Customers must cover return shipping for change of mind returns.

DISPUTE RESOLUTION

Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our Website Terms and Conditions. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.

POLICY UPDATES

We reserve the right to update or modify this Returns and Refund Policy at any time. Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.