Refund policy
Last updated: 11 October 2026
We want you to be happy with your Azure Clinical purchase. This policy explains your options. It sits alongside, and does not limit, your rights under the Australian Consumer Law.
1. Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This means that if a product is faulty, damaged on arrival, not as described, or does not match the sample or description we gave you, you can ask for a remedy, regardless of whether it has been opened. We pay the return postage in these cases. Nothing in this policy excludes, restricts or modifies those rights.
2. Change-of-mind returns (unopened items)
In addition to your legal rights, we accept change-of-mind returns when:
- the request is made within 30 days of delivery;
- the item is unopened, unused and in its original condition, with any seal or packaging intact; and
- you include your order number.
Return postage for change-of-mind returns is at your cost. We recommend a tracked service, as we cannot refund items that do not reach us. Once we receive and inspect the item, we will refund the price paid for that item (excluding the original shipping charge) to your original payment method. For hygiene reasons, we cannot accept change-of-mind returns on opened skincare.
If you bought The Azure Ritual duo and return only one item, the refund for that item will be calculated on the duo price ($42.50 per item).
3. If your skin reacts to an opened product
We recommend a patch test before first use. If you experience a reaction to an opened product, please stop using it and contact us within 30 days of delivery at hello@azureclinical.com with your order number and a short description (a photo helps, but is optional). We will review each case individually and, at our discretion, may offer a refund, exchange or store credit. You may be asked to return the product so we can check the batch.
This goodwill offer is additional to your Australian Consumer Law rights and does not replace them. If you have a reaction, please also seek advice from a health professional.
4. Damaged, faulty or incorrect items
If your order arrives damaged, faulty or incorrect, email hello@azureclinical.com within 7 days of delivery (or as soon as reasonably possible) with your order number and photos. We will arrange a replacement or refund, and cover any return postage.
5. How to start a return
- Email hello@azureclinical.com with your order number, the item(s), and the reason.
- We will reply within one business day with the return address and instructions.
- Please do not send items back without contacting us first, so we can match them to your order.
6. Refund timing
Refunds are processed within 5 business days of us receiving and checking the return (or approving your claim, if no return is needed). Your bank or payment provider may take a further 3–10 business days to show the refund. Afterpay refunds are returned to your Afterpay account and adjust your instalments.
7. Discounts and promotions
If you used a discount code, the refund is for the amount you actually paid. Discount codes used on a refunded order are not reissued, except where the refund is for a faulty or incorrect item.
Contact
hello@azureclinical.com Azure Clinical, Melbourne VIC Azure Clinical