Returns and Refunds

RETURN AND REFUND POLICY

As a small business, we take immense pride in the quality of our products, and if we don't get it right, we want to know about it.

Due to the nature of cosmetic products, we are only able to issue refunds in very specific circumstances. Please read below to find out more:

SATISFACTION GUARUNTEE 

If for any reason you are not completely satisfied with your LOST&FOUND Skin Lab purchase, we are happy to offer a 14 day money-back guarantee from the time you receive your item(s). Please email us at hello@lostandfoundskinlab.com.au within 14 days of receiving your item(s) if you are not satisfied with your purchase so that we can resolve any issues.

To process your money-back guarantee, we require the item to be returned so that we can assess your feedback against the product. You will need to cover any associated costs, including shipping costs, of returning the product(s) back to us. We recommend that you return your product(s) using a reputable, tracked postage service, as we will cannot be responsible for items damaged or lost in transit.

If you are returning any item(s) that is/are part of a kit, the refund amount will be adjusted accordingly.

Unfortunately, satisfaction guarantee refunds outside of the 14-day window are unable to be accommodated. If you have concerns with your product outside of the 14-day window, please email us at hello@lostandfoundskinlab.com.au so we can work with you towards a resolution.

FAULTY

We inspect every single item to ensure its quality before it is sent to you, but after all, we are human - sometimes we don’t get it quite right, or damage to your goods may have occurred during transit. Where this is the case and your claim is valid under Australian Consumer Law, we will be happy to refund your return delivery costs and, depending on the failure, either issue a replacement of the faulty product(s) or refund you the full price of the relevant product(s). You will be required to return the faulty item(s) to us so we can assess your feedback against the product.

Please email us at hello@lostandfoundskinlab.com.au if you believe your product is faulty and we will work swiftly to resolve it.

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If your concern is outside of the contexts listed above, we will unfortunately not be able to issue a refund. Please get in touch with us at hello@lostandfoundskinlab.com.au to discuss further.

LOST&FOUND Skin Lab PRODUCTS FROM STOCKISTS

Our products are sold in a variety of independently owned beauty and skincare clinics across Australia and New Zealand. Where your LOST&FOUND Skin Lab purchase was made through one of these stockists, they are best placed to assist you with any concerns on your product(s). Please contact them for further assistance, if required.