Refund policy

Refund & Returns Policy

We Stand Behind What We Recommend
At TRSA, every product we stock has been personally selected and clinically vetted. If something isn't working for your skin, we want to know, and we want to make it right.

Returns & Refunds
We offer a 30-day return window from the date your order is delivered.

If you change your mind or the product isn't right for your skin, contact us within 30 days and we'll arrange a refund to your original payment method or store credit, whichever you prefer.

To start a return, contact us at info@tinarocheaesthetics.com.au

Personalised Skin Code Mixlab Formulas
Because each Skin Code Mixlab serum is freshly blended to order for one person, we can't accept returns or offer refunds for change of mind once your formula has been prepared.

If your formula doesn't suit your skin: stop using it and contact us within 14 days of delivery at info@tinarocheaesthetics.com.au. Tina will review your skin and, where appropriate, reformulate your serum once at no charge. You don't need to return the bottle.

If your formula arrives damaged, leaking or incorrectly prepared: contact us within 7 days of delivery with a photo and your order number, and we'll replace it free of charge.

Cleansers, moisturisers and activators purchased with your formula are covered by our standard 30-day return policy.

Devices
Devices, including LED masks, can be returned for a change of mind within 30 days only if they are unopened and in their original sealed packaging. For hygiene reasons, opened devices can’t be returned for a change of mind. This doesn’t affect your rights under Australian Consumer Law. If a device is faulty, contact me and I’ll arrange a repair, replacement or refund.

Return Shipping
Change of mind returns: return postage is at your cost. We recommend using a trackable service, as we can't be held responsible for items lost in transit.

Faulty, damaged or incorrectly sent items: we'll cover the return postage in full and arrange a replacement or refund as quickly as possible.

Eligibility for Returns
We accept returns for products that are:

• Opened or lightly used. We understand you need to try skincare to know if it suits you.
• In reasonable condition (not deliberately damaged or excessively used)
• Accompanied by proof of purchase

Your feedback helps us keep curating the right products for our clients, so we appreciate any detail you can share about why a product didn't work for you.

Non-Returnable Items
We don't accept returns for:

• Personalised Skin Code Mixlab formulas (see above for how we help if your formula doesn't suit you)
• Gift cards
• Downloadable or digital products (including skin consultations and digital programs)

Faulty or Damaged Products
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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If your item arrives faulty, damaged or not as described, please contact us at info@tinarocheaesthetics.com.au with a photo of the fault and your order number, and we'll resolve it promptly.

Skin Reactions
If you experience a skin reaction to any product, stop using it straight away. If the reaction is severe, or you have swelling or difficulty breathing, seek medical attention immediately.

Please then contact us at info@tinarocheaesthetics.com.au with details and photos. We may need to liaise with our supplier to investigate. For our standard products, return shipping for skin reactions is at the customer's expense. For Skin Code Mixlab formulas, there's no need to return the bottle.

Gifts With Purchase
If your order included a gift with purchase and you return the qualifying item, the gift must also be returned unused and unopened. If it isn't returned, the retail value of the gift will be deducted from your refund.

Refund Processing
Once your return is received and assessed, we'll notify you by email. If approved, your refund will be processed within 3–5 business days to your original payment method, or as store credit if you prefer.

If you'd like a replacement instead of a refund, just let us know when you get in touch.

Haven't Received Your Refund?
If your refund hasn't appeared after 5 business days:

1. Check your bank account or payment provider statement.
2. Contact your bank or credit card provider, as posting times can vary.
3. If you've done both and still haven't received it, reach out to us at info@tinarocheaesthetics.com.au

Sale Items
Sale items aren't eligible for change of mind returns unless required under the Australian Consumer Law.

Send Returns To
Tina Roche Skin & Aesthetics, 5/42 Maryland Street, Stanthorpe QLD 4380

Please include your name and order number with your return so we can process it without delay.

Questions?
We're always here to help. Reach out at info@tinarocheaesthetics.com.au or via the contact form on our website.