Refund policy

Refunds & Returns Policy

At Foile we take great care in creating and packaging our skincare products. Because our products are personal care items, we have specific guidelines around returns and refunds to ensure hygiene and safety for all customers.

Please read our policy carefully before making a purchase.

Change of Mind

Due to the nature of skincare products, we do not offer refunds or exchanges for change of mind.

This includes:

Ordering the wrong product
No longer needing the item
Deciding you don’t like the product after purchase

Damaged or Faulty Goods

If your order arrives damaged or faulty, we’re here to help.

What qualifies as damaged goods:

Broken or leaking packaging
Products damaged during shipping
Incorrect item received

What to do:

Email us within 7 days of receiving your order at hello@foileskincare.com
Include:
- Your order number
- A clear photo of the damaged item and packaging
Damaged goods must be photographed before a replacement can be approved.

Once verified, we will arrange a replacement to be sent at no additional cost.
Refunds are only issued if a replacement is not available.

Skin Reactions & Sensitivities

We understand that everyone’s skin is different.

While our products are formulated to be gentle and effective, we cannot guarantee that every product will suit every skin type.

If you experience a reaction:

Please stop using the product immediately.
Notify us within 14 days of purchase with:
- Your order number
- A description of the reaction
- Photos if applicable

Important notes:

We do not offer refunds or exchanges for individual skin reactions unless the product is proven to be faulty.
We strongly recommend performing a patch test before first use of any new skincare product.

Each case will be reviewed individually and handled with care and fairness.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

Opened or used skincare products
Sale or promotional items
Gift cards

Unless the item is confirmed as damaged or faulty on arrival.

Processing Time

Once your claim is approved:

Replacements are dispatched within 5–7 business days
Refunds (if applicable) are processed back to your original payment method within 5–10 business days

Contact Us

For all refund or return enquiries, please contact:

Email: hello@foileskincare.com
Hours: Monday–Friday, 9am–5pm AEST