Refund policy

Orders cannot be cancelled once dispatched.

We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.

To be eligible for a return, the item must be shipped back to us at your own cost. We do not refund or pay for shipping costs as these get paid directly to the postal companies, not us. We can refund you 100% for the items you are returning. 

To start a return, you can contact us at nel@nextlevelskin.com.au. If your return is accepted, we’ll send you instructions on how and where to send your package. Items must be received back to us before your refund is issued.

Shipping fees will not be refunded. 

You can always contact us for any return question at nel@nextlevelskin.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds
We will notify you by email once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

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European Union Customers – Right of Withdrawal

If you are a consumer residing in the European Union, you may have the legal right to withdraw from your purchase within 14 days of receiving your order.

To exercise your right of withdrawal, you must notify us within 14 days of receiving your order by contacting us at nel@nextlevelskin.com.au.

Once you have notified us of your decision to withdraw, you must return the products to us within 14 days. Returned products must be sent to the return address provided by our customer support team.

Refunds will be processed within 14 days of receiving the returned products or receiving evidence that the products have been returned, whichever occurs first. Refunds will be made using the same payment method used for the original purchase.

Return Shipping Costs

Any shipping fees paid for when the order was made will not be refunded as these funds go to the postal companies, not us. Customers are responsible for the cost of returning products.

Exceptions to the Right of Withdrawal

For health protection and hygiene reasons, the right of withdrawal does not apply to sealed products that are not suitable for return once opened where the seal has been removed after delivery.

Accordingly, we reserve the right to refuse returns of products that have been opened, used, unsealed, tampered with, or are otherwise unsuitable for resale due to hygiene or safety reasons where permitted by applicable law.

This does not affect your statutory rights in relation to faulty, damaged, incorrect, or defective products.

If you have any questions regarding your withdrawal rights, please contact us at nel@nextlevelskin.com.au.