Refund policy

FILO Beauty AU – Return & Refund Policy

Last updated: 17 October 2026

At FILO Beauty AU, customer satisfaction is important to us. We carefully pack and inspect our products before dispatch to ensure your order arrives in good condition.

1. Change-of-Mind Returns

Due to the nature of skincare, cosmetics, and personal care products, we do not accept returns or exchanges for change of mind, incorrect product selection, or personal preference.

Please review your order carefully before completing your purchase.

2. Damaged, Faulty or Incorrect Products

If you receive a damaged, faulty, incorrect, or misdescribed product, please contact us at filobeautyskincare@gmail.com.

Please provide:

Your order number
A description of the issue
Clear photographs of the product and packaging, where possible

We encourage customers to contact us within 48 hours of delivery where practical. However, this is not a deadline for exercising your rights under Australian Consumer Law.

3. Hygiene and Product Safety

For hygiene and safety reasons, we do not accept change-of-mind returns of opened or used skincare, cosmetics, soaps, or personal care products.

This restriction does not affect your rights under Australian Consumer Law.

4. Refunds and Replacements

If a product fails to meet Australian Consumer Law consumer guarantees, you may be entitled to a refund, replacement, repair, or other remedy depending on the circumstances.

Where a refund is provided, it will generally be issued to your original payment method. Processing times may vary depending on your bank or payment provider.

5. Return Shipping

Customers are responsible for return shipping costs for any discretionary change-of-mind return we agree to accept.

Where a product fails to meet consumer guarantees, return shipping costs will be handled in accordance with Australian Consumer Law.

Please contact us before returning any products.

6. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

We will try to accommodate cancellation requests before dispatch. Once an order has been dispatched, cancellation may no longer be possible, subject to your rights under applicable law.