Returns & Refund Policy – Sielu Skin, Beauty & Wellness

1. Overview

Sielu Skin, Beauty & Wellness is a home‑based medi spa located in Mount Barker, SA. We aim to provide a nurturing, professional experience and high‑quality skin and wellness products. This Returns & Refund Policy explains how we handle refunds, returns and exchanges for both treatments and retail products, in line with Australian Consumer Law.

2. Refunds for Treatments

We do not offer refunds for change of mind on treatments or if you simply decide you no longer wish to proceed with a service.

However, your satisfaction and safety are very important to us. If you have concerns about a treatment you have received, please contact us as soon as possible so we can:

Discuss your experience
Assess your skin or treatment outcome
Offer aftercare advice, adjustments or follow‑up where appropriate

In accordance with Australian Consumer Law, you may be entitled to a refund, repair or re‑treatment if a service:

Is not provided with due care and skill
Is not fit for the purpose we agreed
Is significantly different from what was described

Each situation will be assessed on a case‑by‑case basis.

3. Deposits and Cancellations

Deposits are required to secure your appointment time. Our standard cancellation policy applies to all bookings:

If you cancel or reschedule with at least the required notice (as stated in our Cancellation Policy), your deposit may be transferred to a future appointment or retained as a credit, as outlined in that policy.
If you cancel within the late‑cancellation window or do not attend your appointment, your deposit may be forfeited.

Please refer to our full Cancellation Policy for detailed terms.

4. Retail Product Returns (Skincare & Home Care)

To protect product quality and safety, we do not offer refunds or exchanges for change of mind on skincare and retail products once they have left the clinic, unless required by law.

We may offer an exchange or remedy where:

The product is faulty or damaged
The product is significantly different from what was described
The product is not of acceptable quality under Australian Consumer Law

If you believe a product is faulty or has caused an adverse reaction:

Stop using the product immediately.
Contact us as soon as possible with details of your concern.
We may ask you to return the product for assessment and/or provide photos or further information.

Where a product is found to be faulty, we will provide a repair, replacement or refund in accordance with Australian Consumer Law.

5. Adverse Reactions

Skin can be sensitive and may react differently to products and treatments. While we take great care to consult with you and recommend suitable products and services, we cannot guarantee individual results.

If you experience an adverse reaction:

Stop using the product or treatment immediately
Contact us promptly so we can assess your skin and provide guidance

Depending on the circumstances, we may offer a follow‑up consultation, alternative product recommendations or, where required by law, a refund or replacement.

6. Gift Vouchers / Gift Cards

Gift vouchers are non‑refundable and cannot be redeemed for cash, either in full or in part.
Vouchers may be used towards treatments or products up to the value stated, subject to availability and within the validity period.
Lost or stolen vouchers are generally treated as used and cannot be replaced; please treat your voucher like cash.

Please refer to the terms printed on your gift voucher or on our website for specific expiry and usage conditions.

7. How to Request a Refund, Return or Enquiry

If you have any questions or wish to discuss a possible refund, return or product issue, please contact us:

Email: info@sielu.com.au
Phone: 0439 515 530

Please include your full name, contact details, date of purchase or treatment, and a brief description of your concern so we can assist you as quickly as possible.

8. Australian Consumer Law

Nothing in this Returns & Refund Policy is intended to exclude or limit your rights under the Australian Consumer Law. You are entitled to a refund, repair, replacement or other remedy where required by law.

9. Policy Updates

This policy may be updated from time to time. The most current version will always be available on our website.