Returns & Refunds Policy

THE FACIAL MAESTRO  |  Returns & Refunds Policy

Our commitment to exceptional service extends to every resolution.

In an ideal world, returns would not need to happen. In the real world, they do sometimes occur. The Facial Maestro is committed to ensuring our clients and guests receive exceptional service — and that commitment extends to how we handle the rare occasions when something needs to be resolved.

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Where those rights apply, they take precedence.

1. Reactions & Allergies

We stand firmly behind the safety and quality of our products. If you experience an adverse reaction or allergy to a product purchased from The Facial Maestro, please contact us within 14 days of first use so we can assist you promptly.

We will work with you to determine the appropriate outcome, which may include a refund, exchange, or store credit depending on the circumstances.

To help us assess your situation, we may request one of the following:

  • A time-stamped photo of the reaction, or in-clinic visual confirmation
  • A letter or documentation from a treating medical professional
  • Any other reasonable evidence that assists us in assessing the adverse reaction

Please note: where a product is found to have a major failure under the ACL, you are entitled to a refund, replacement, or compensation — not merely a store credit.

2. Incorrect Product Sent

We take care with every order, but human error can occasionally occur. If we have sent you the wrong product, please let us know within 14 days of receiving your order.

We will:

  • Arrange for the correct product to be sent to you at no additional charge
  • Provide a prepaid return label for the incorrect item — return postage is entirely at our cost
  • Process this as a priority to minimise any inconvenience

3. Change of Mind

We understand that minds can change. We are happy to accept change-of-mind returns within 30 days of purchase, provided the following conditions are met:

  • The product is completely unopened and in its original, pristine packaging
  • The product has not been used, tampered with, or had any seals broken
  • The return is accompanied by your proof of purchase

Once we receive and inspect the returned product, we will process a store credit or exchange. Please note that for change-of-mind returns, return postage costs are the responsibility of the client. We will notify you by email once your return has been received and processed.

Please note: under the ACL, change of mind does not entitle a customer to a refund. A store credit or exchange is offered as a courtesy in this situation.

4. How to Initiate a Return

To begin the returns process, please contact us before sending any product back. Unauthorised returns may not be accepted.

Please reach out with your order details, a brief description of the issue, and any relevant photos or documentation:

The Facial Maestro  •  Returns Policy

Thank you for trusting us with your skin. We look forward to always offering you the very best.