Refund policy

Our promise

We want you to love what you buy from First Layer. If something isn't right, email us at hello@firstlayerskin.com.au and we'll help.

Change of mind

We accept change-of-mind returns within 2 days of delivery. The item must be unused, in the same condition you received it, and in its original packaging. You pay the cost of returning it. Delivery fees aren't refunded.

Damaged, faulty or wrong items

If your order arrives damaged or faulty, or isn't what you ordered, please contact us within 2 days of delivery with your order number and a photo. We'll replace it or refund you, including any delivery fee. This doesn't limit your rights under the Australian Consumer Law.

Reactions

Skincare can affect people differently. If you have a reaction, stop using the product and speak to a doctor or pharmacist if you need to. Then contact us: we'll look at each case individually and work with our clinic partner, Nua Skin, on next steps.

How to return

Email hello@firstlayerskin.com.au with your order number before sending anything back, and we'll tell you the best way to return it.

Refunds

Once we receive and check your return, we'll let you know whether it's approved. Approved refunds go back to your original payment method, including Afterpay, and may take 5–7 business days depending on your payment provider. Items bought with a discount code are refunded at the price you paid.

Exchanges

To exchange an item, return it as above and place a new order for the item you want.