Refund Policy
To discuss this Policy or any refund or replacement; please contact us.
In the realm of natural skin care, consistency reigns supreme.
While some may experience an immediate transformation, it's important to allow your skin time to adapt to your new products. Generally, you can expect to see the most noticeable results within 4-12 weeks of consistent use, as your skin adjusts and benefits from the nourishing properties of our formulations.
In our commitment to minimizing waste and ensuring the highest level of customer satisfaction, we kindly request that you reach out to our team before placing an order if you have any specific questions about how DILLON products will complement your daily skincare ritual. We are here to provide guidance and help you choose the best products for your unique needs.
RETURNS
Due to the nature of skincare products and their inability to be resold once opened, returns are only accepted in exceptional circumstances, subject to our team's assessment.
CHANGE OF MIND
Because our products are personal care items, we cannot accept returns or offer refunds for change of mind — even if unopened — due to health and hygiene standards. We kindly ask you to choose carefully, as once products leave our facility, we cannot resell or reuse them.
Under Australian Consumer Law, businesses are not required to refund or exchange if you change your mind, purchase the wrong item, find it cheaper elsewhere, or simply don’t like the product’s scent or texture. Dillon Skincare follows this standard.
For your peace of mind, we provide detailed product descriptions and full ingredient lists on our website. If you’re unsure which product is right for you, please reach out before purchasing — we’re happy to help with advice or recommendations.
Note: This policy does not affect your rights if a product is faulty or not as described — in those cases, you are fully entitled to a remedy.
DAMAGED / INCORRECT ITEMS
If you receive an item that s faulty, damaged, or incorrect, please email us at hello@dillonskincare.com within 3 days of delivery with your order number, description, and a photo if possible.
You’re entitled to a refund, replacement, or repair under Australian Consumer Law. We cover return shipping for these cases, and you can choose your preferred remedy.
LOST / STOLEN PACKAGES
DILLON is not responsible for missing or stolen packages once shipped from our HQ. If you believe your package is missing or stolen, please get in touch with the Shipping Carrier directly to further investigate or make a claim.
ADVERSE REACTIONS
In the unfortunate event that you react to a product, you have the option of exchanging or refunding it. Please cease use immediately and contact us so we can investigate further.
With this in mind, please read our ingredients list thoroughly before making a purchase if you have know sensitivities to certain ingredients.
RESPONSE TIMES
We aim to respond and process any requests for replacements or refunds within 5 days.
PROCESSING REFUNDS
Refunds will be paid by the same method as the original method or to the same bank account or credit/debit card used for the original purchase.
You must provide proof of purchase to be eligible for a refund or replacement.
Refunds will be processed within 7 days from the date your refund request was approved. Please note different financial institutions take longer to process payments which may delay the funds clearing in your account.
FORCE MAJEURE
A Force Majeure event is an event outside our control that delays or hinders our ability to perform its obligations under this Policy.
A Force Majeure event includes but is not limited to fire, flood, earthquake or similar natural disasters, riot, war, terrorism, civil strife, labour disputes or disturbances, industry-wide material or services shortages outside our reasonable control, an outbreak of pandemic disease, governmental regulations, communication, technology or utility failures.
DILLON shall not be deemed in breach of any undertaking in this Policy for the delay in performing, or failure to perform, any of its obligations under this Policy if such delay or failure result from Force Majeure events.
Upon the occurrence of any Force Majeure Event, DILLON shall give notice to the purchaser of its inability to perform or of delay in delivering products and services within 7 days.
DILLON shall propose revisions the delivery schedule for products or services or termination of undertakings under this Policy where it is determined that performance is not possible because of the duration or effect of the Force Majeure event.
Where undertaking under this Policy is terminated as a result of a Force Majeure event Parties agree every effort will be made by both parties to negotiate a financial arrangement to mitigate and share any loss resulting from the Force Majeure event.