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

EU Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order (or the last item in your order, if delivered separately), without giving any reason.

How to exercise your right of withdrawal

To withdraw from your purchase, contact us before the withdrawal period expires at:

hello@foileskincare.com

You may use the following model withdrawal form, though it is not obligatory:

"I hereby give notice that I withdraw from my contract of sale of the following goods: [product name(s)], ordered on [date], received on [date]. Name: [your name]. Address: [your address]. Date: [date]."

Returning your items

Once you have notified us of your withdrawal, you must return the goods to us without undue delay and no later than 14 days after the day you informed us of your decision to withdraw.

Return shipping costs are your responsibility unless otherwise stated.

Items must be returned in their original condition. We reserve the right to make a deduction from the reimbursement for any loss in value of the goods if that loss is the result of unnecessary handling.

Refunds

We will reimburse all payments received from you, including standard delivery costs (excluding any extra costs arising from your choice of a delivery method other than the least expensive standard delivery we offer), without undue delay and no later than 14 days from the day we receive the returned goods or evidence that you have sent them back, whichever is earlier.

We will use the same payment method you used for the original transaction unless expressly agreed otherwise.

Exceptions

The right of withdrawal does not apply to:

Goods made to your specifications or clearly personalised
Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery