Refund policy

Return & Refund Policy

Our Commitment

We stand behind the quality of every product we carry. However, because many of our products are medical-grade skincare items, we are required to maintain strict hygiene and safety standards that limit our ability to accept returns in certain circumstances.

Eligibility for Returns

Consultation-Required Products

Returns are accepted within 14 days of purchase if the product is unopened and in its original packaging. We are unable to accept returns on opened medical-grade products unless the item is faulty or defective.

In-Clinic Purchases

Returns on products purchased in clinic are handled in-clinic. Please speak directly with your treating clinician within 14 days of purchase.

General Online Store Products

Returns are accepted within 30 days of purchase, provided the product is unopened, unused, and in its original sealed packaging.

Non-Returnable Items

The following items are not eligible for return:

•     Opened or used skincare products (for hygiene and safety reasons)

•     Opened consultation-required products purchased using a clinician-issued password

•     Sale or promotional items marked as final sale

•     Gift cards

•     Products not purchased directly through Avery Aesthetics (clinic or official online store)

Faulty or Damaged Products

If you receive a product that is damaged, defective, or incorrect, please contact us within 5 business days of delivery (weekends and NSW public holidays excluded) with your order number and photographs of the issue.

We will assess your claim and respond within 2 business days. Approved claims will be resolved within 10 business days by either replacement or full refund at no cost to you, including return postage. Where a return is required, we will provide a prepaid return label.

Partial Orders

If your order contains multiple items and only some are eligible for return or are found to be faulty, only those items will be assessed. Eligible refunds will be calculated on a per-item basis.

Refund Process

Approved refunds will be processed to your original payment method within 5–10 business days. You will receive an email confirmation once the refund has been initiated. Shipping costs are non-refundable unless the return is due to our error or a product fault.

Change of Mind

We accept change-of-mind returns for general store products only, provided the product is completely unopened, in its original sealed packaging, and returned within 30 days of purchase. Return shipping costs are the responsibility of the customer in this instance.

How to Initiate a Return

To initiate a return, please email us at concierge@averyplasticsurgery.com.au with:

•     Your order number

•     The item(s) you wish to return

•     The reason for the return

•     Photographs, if the return is due to damage or fault

 

Please do not send items back without prior written authorisation from our team. We aim to respond to all return enquiries within 2 business days.