Returns & Refunds Policy

Effective Date: 26/06/2026

At Saela, we take great care in the formulation, packaging and delivery of every order. If there is an issue with your purchase, we're here to help.

Change of Mind

We do not offer refunds or exchanges for change of mind.

Please choose carefully before completing your purchase.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or you receive the incorrect product, please contact us within 7 days of receiving your order.

Complete the Returns Request Form that can be found HERE.

You will need the following information to complete the form:

• Your order number
• A description of the issue
• Clear photographs of the product and packaging
• Photographs of any damage, if applicable

Once assessed, we will arrange an appropriate resolution, which may include a replacement, repair or refund in accordance with Australian Consumer Law.

Product Reactions

Every person's skin is unique and individual responses can vary.

If you believe you have experienced an adverse reaction to a Saela product, please discontinue use immediately and contact us within 14 days of first using the product.

Please complete the Returns Request Form that can be found HERE.

To help us investigate, we may ask you to provide information including:

• Your order number
• The product used
• When you first began using the product
• How frequently the product was used
• Details of any other skincare products being used at the time
• A description of the reaction experienced
• Clear photographs of the affected area, where appropriate

Providing this information allows us to better understand your experience and assess the circumstances surrounding the reaction.

Experiencing a reaction does not necessarily mean that a product is faulty. Individual sensitivities, allergies, existing skin conditions and interactions with other products or treatments can influence how skin responds.

We will review the information provided and contact you regarding the appropriate next steps.

Nothing in this section limits any rights or remedies you may have under Australian Consumer Law.

Returns Process

Please do not return a product to us without first completing the Returns Request Form and receiving instructions from our team.

If a return is required, we will provide you with the appropriate return instructions.

Products should be returned with their original packaging where reasonably possible.

Where a product is confirmed to be faulty, damaged or otherwise eligible for a remedy under Australian Consumer Law, Saela will cover reasonable return shipping costs where applicable.

Refunds

Where a refund is approved, it will be processed to the original payment method used for your purchase.

Please allow for processing time by your bank or payment provider before the refund appears in your account.

Original shipping charges are generally non-refundable unless required by Australian Consumer Law or where the return results from an error by Saela.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

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

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights or remedies available to you under Australian Consumer Law.

Contact Us

If you have any questions about a return, refund or product issue, please contact the Saela team via concierge@saela.com.au

Saela
Cosmeluxe Pty Ltd