Refunds, Returns, and Cancellation Policy

At Platinum Cosmetics, we aim to provide a high standard of care and a positive experience for all clients. This policy outlines how refunds, returns and cancellations are handled for appointments, prepaid services, packages and retail products purchased through our clinic or online.

1. Appointment Cancellations & No-Shows

To maintain smooth scheduling for all clients, we kindly request at least 24 hours’ notice for cancellations or rescheduling.

Fees may apply when:

  • Less than 24 hours’ notice is provided

  • You do not attend your appointment (no-show)

  • You arrive too late for your appointment to be completed

Any fees or forfeited deposits will be clearly disclosed at the time of booking.

2. Refunds for Treatments & Services

Platinum Cosmetics does not offer refunds for:

  • Change of mind

  • Treatment outcomes not aligning with expectations

  • Partially completed treatments

  • Prepaid treatments or packages once they have commenced

This is because results vary from person to person, treatment suitability is assessed during consultation, and time and practitioner resources are allocated specifically for you.

Where refunds may be considered

Refunds for services may be assessed if:

  • A service was not provided

  • There was a genuine administrative or booking error

  • Required under Australian Consumer Law (ACL)

Refund decisions are made by management on a case-by-case basis.

3. Prepaid Treatments & Packages

Prepaid services offer value but are non-refundable once purchased.

Additional conditions:

  • They cannot be transferred to another person

  • They cannot be exchanged for other treatments or products

  • They must be used within 12 months of purchase unless otherwise stated

If a medical condition arises that prevents you from continuing treatment, we may convert remaining credit to skincare products.

4. Gift Vouchers

Gift vouchers:

  • Are non-refundable

  • Cannot be exchanged for cash

  • Must be redeemed before the expiry date

  • May be used on eligible services and products unless otherwise specified

Lost or stolen vouchers may not be replaced.

5. Retail Products – Refunds & Returns

We comply with Australian Consumer Law.

Refunds or exchanges are available if a product:

  • Is faulty

  • Has a genuine manufacturing defect

  • Is incorrectly packaged or damaged before it was received

  • Is not as described

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

  • Opened or used skincare products

  • Products damaged after purchase

  • Products not stored correctly

  • Change-of-mind returns

How to request a product return

Please contact us within 7 days of purchase with:

  • Your full name

  • Date of purchase

  • Product name

  • Description of the issue

  • Photos (if applicable)

We may need the product returned for assessment.

6. Adverse Reactions

Should you experience an unexpected reaction to a retail skincare product:

  • Contact us immediately for guidance

  • In-clinic assessment may be required

A refund is considered only if the product is deemed faulty or inappropriate for use based on professional assessment.

7. Training, Courses & Deposits

Where Platinum Cosmetics offers education sessions or masterclasses:

  • Deposits are non-refundable

  • Full payment may be due prior to the session

  • Cancellations within 48 hours may forfeit the full fee unless otherwise stated

8. Australian Consumer Law

Nothing in this policy overrides your rights under the Australian Consumer Law (ACL).
You are entitled to a repair, replacement or refund if a major problem occurs with a product or service.

9. How to Contact Us

For refund, return or cancellation enquiries, please contact:

Platinum Cosmetics
Phone: 03 9681 7311