Customer service policy

Customer satisfaction is very important to us at Ultraceuticals. We believe in providing a fair and reasonable exchange policy to our customers and all purchases are subject to the laws of the Commonwealth of Australia including the Fair Trading Act 1989.   For hygiene reasons, mineral makeup items cannot be returned so please choose carefully.  Clearance and Sale items are also non-returnable. Our returns policy is outlined below, please follow our step-by-step guide to product returns.

We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. Standard delivery timeframes are between 3-10 business days; in the event that an ordered item is not available or we are unable to fulfil your order we will notify you within 2 business days to arrange an agreeable alternative.  

Our Return Policy

If you are not completely happy with your purchase, please return your unopened goods to Ultraceuticals within 14 days of purchase for a full refund*.

Unfortunately, we cannot issue a refund on any goods that have been opened.

Please advise Ultraceuticals within 14 days of receipt of your order of any discrepancies or damaged products.

The customer is responsible for any shipping charges on returned goods unless the item(s) being returned are as a result of an error on behalf of ultraceuticals.com

It is always important to use products as directed on the label, but in the extreme case your skin becomes irritated or shows signs of an allergic reaction please stop using the product immediately and contact us to speak to one of our skin therapists (no later than 14 days from purchase date).  If our skin therapist identifies that the product purchased caused a skin reaction we will offer to exchange the item for another product. Allergy returns must not be more than 20% used.

Guide to Returning Products

1.     Contact our Customer Service on on 1800 355 890 or email customerservice@ultraceuticals.com.au to obtain a Customer Return Form and authorisation number.

2.     All items must be received by us in the same condition as you received them, so please pack up any returned items carefully to ensure that they arrive safely.

3.     Complete returns form and enclose with returned items.

4.     Post your return to:

Customer Service

Ultraceuticals Pty Ltd

PO Box 310

Gladesville NSW 2111

5.     Once we receive your returned product(s), we will issue your replacement or credit immediately. All return authorisation numbers are valid for only 30 days. Any returned item not listed on your returns form will not be credited or replaced, and will not be returned.