Return & Refund Policy

We want you to feel good about your order. If something isn't right, here's how returns and refunds work.

Change Of Mind

If you change your mind, you can return your order within 30 days of delivery.

To be eligible:

The item must be in original condition. If the box has been opened, that's fine, as long as the red light devices are unused and in their original condition. Return postage for change of mind returns is paid by you. Once we receive your return and check it over, we'll refund the original payment method.

We're not able to accept change of mind returns on devices that have been used, for hygiene and health safety reasons.

Faulty, Damaged, or Not As Described

This is separate from change of mind, and your rights here are protected by the Australian Consumer Law.

If your item arrives faulty, damaged, or not as described, we'll make it right with a full refund or a replacement. In these cases, we cover the cost of return postage.

Please email us at hey@neonlabskin.com.au with your order number and a photo of the issue, and we'll sort it out quickly.

How to Start a Return

Email us at hey@neonlabskin.com.au with your order number and the reason for your return. We'll reply with the next steps and a return address.

Please don't send anything back before contacting us, so we can make sure your return is handled properly.

Refund Timing

Once we receive and inspect your return, we'll process your refund to the original payment method. Refunds usually appear within 5 to 10 business days, depending on your bank or card provider.

Your Rights Under The Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under Australian law. You're entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality.

Questions?

We're here to help. Email us at hey@neonlabskin.com.au, Monday to Friday, 9am to 5pm.