Refund policy
RETURNS, REFUNDS, FAULTY ITEMS AND CANCELLATIONS POLICY
Last updated: 2 November 2026
This Policy applies to purchases from Skinceuticals Pty Ltd (ABN 45 655 299 353; ACN 655 299 353) trading as DY•5. It does not exclude, restrict or modify rights under the Australian Consumer Law or other applicable law.
1. Change of mind
We do not offer refunds or exchanges where you simply change your mind, choose the wrong product, find a product cheaper elsewhere or no longer want it. This does not apply where a product fails to meet a consumer guarantee or where another applicable law gives you a remedy.
2. Your Australian Consumer Law rights
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Products must be of acceptable quality, fit for their normal purpose, match their description and be safe.
If a product has a major failure, you may choose a refund or replacement. If a product has a minor failure, we will provide an appropriate remedy within a reasonable time. We may assess the product and ask for reasonable proof of purchase or information about the issue.
You do not need to return a product in its original packaging to make an Australian Consumer Law claim. You should not continue using a product that you believe may be unsafe or defective.
3. Damaged, defective or incorrect items
If your order arrives damaged, defective or incorrect, contact us as soon as reasonably practicable at info@dy5.com.au with your order number, a description of the issue and photos if available. Photos help us assess the matter quickly, but they do not replace your legal rights.
We will review the issue and explain the proposed remedy. If a product is confirmed to have a problem covered by consumer guarantees, we will provide the remedy required by law and reimburse reasonable return costs where required. We may ask you to keep the product or return it using instructions we provide.
4. Adverse reactions
If you experience an adverse reaction or discomfort, stop using the product and contact us at info@dy5.com.au. Please provide your order number, the product name, photos if appropriate and a description of what occurred so we can assess the matter. We may ask for further information or the remaining product where reasonably necessary.
We assess adverse-reaction requests case by case. Nothing in this section limits rights you may have under the Australian Consumer Law. If symptoms are severe or you need urgent medical assistance, seek appropriate medical attention.
5. Returns process
Contact info@dy5.com.au before sending a return. Please provide your order number, a description of the issue and photos where relevant. We will assess the request, explain the available resolution and provide return instructions if a return is required.
Authorised returns must be sent only to:
8/22 Keon Parade
Thomastown VIC 3074
Australia
This is a returns-processing address only and is not a customer-visit address.
Please retain proof of postage if you are returning an item. If an item does not have a consumer-law fault, we may advise you of any reasonable collection or inspection cost before incurring it, where permitted by law.
6. Refunds
Where a refund is due, we will process it to the original payment method unless another method is agreed or legally required. We will confirm the refund by email. Payment-provider and bank processing times may vary. A refund will not be issued as store credit unless you agree or law permits it.
7. Cancellations and order changes
If you want to cancel or change an order, contact us promptly. We will try to help before processing or dispatch. Change-of-mind cancellations are subject to our acceptance once an order has been accepted or dispatched. This does not affect consumer-law rights.
8. Gifts, bundles and promotional items
The same consumer guarantee rights apply to gifts, discounted items and bundles. If a remedy affects only one item in a bundle, we will discuss the appropriate remedy with you in accordance with applicable law. Promotions or bonus items may have separate terms, but those terms do not remove statutory rights.