Last updated 27 July 2026.
We want you to be happy with what you buy from us. This policy explains what happens if something is wrong with your order, and what we can do if you change your mind.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights.
If something is wrong with your order
Contact us at hello@onebodyoneface.com.au with your order number and, where it helps, a photo. We will sort it out.
- Faulty or not as described. You choose a refund or a replacement. We cover return postage.
- Damaged in transit. Let us know within 7 days of delivery and send a photo of the parcel and the product. We will replace it or refund you.
- Wrong item sent. Our mistake, so we cover return postage and send the right product.
If you change your mind
We can accept a change of mind return within 30 days of delivery, provided the product is:
- unopened, with any seal intact
- unused
- in its original packaging and in resaleable condition
For hygiene and safety reasons we cannot accept a change of mind return on a skincare product once it has been opened or used. This does not affect your rights if the product is faulty.
You pay the return postage on a change of mind return, and we recommend a tracked service because we can only refund products that reach us. The original $9.95 shipping charge is not refunded on a change of mind return.
How to start a return
- Email hello@onebodyoneface.com.au with your order number and what you would like to happen.
- Wait for us to confirm before sending anything back, so we can give you the correct return address.
- Pack the product carefully. Returns that arrive damaged because of poor packing may not be refundable.
Refunds
- We process approved refunds within 5 business days of receiving the returned product, or of agreeing the refund where no return is needed.
- Refunds go back to the card or account you paid with. We cannot refund to a different method.
- Your bank or card issuer may take a few more days to show the money in your account.
Questions
Email hello@onebodyoneface.com.au and we will help. Our full Terms and Conditions also apply to every order.
