Customer Experience

Our Website and Client Terms set out who we are, how bookings and consultations work, what applies to online purchases, and how we communicate with you. They apply to every visit, booking and purchase, in clinic or online.

Read the Website and Client Terms

We collect only the information we need to treat you safely and run the clinic, we never use your health information for marketing, and clinical photographs are used in marketing only with your separate written consent. Our Privacy Policy explains what we collect, why, who we share it with and how to access or correct your information.

Read the Privacy Policy

We process your online order and update your account within 1 to 3 business days of the order being placed, unless otherwise stated. Once we have done this, you will be notified by email with an account update.

Please note: during peak periods (sales, public holidays, the day after a public holiday, or Pink Friday Sale) these times may be longer.

If it is your first time with us, you can start by booking a free consultation through our online portal or by calling 1300 549 008. If you have never had treatment with us, you will need to attend a free consultation even if you purchase your package online.

We do not refund treatments, packages or products because you have changed your mind, moved suburb, state or country, no longer wish to continue, or have found a lower price elsewhere. Refunds are provided where required by the Australian Consumer Law.

We ask for 48 hours' notice to change or cancel an appointment. Late cancellations and no shows incur a fee, and if the appointment was part of a prepaid package the session is redeemed. We do not refund for change of mind; refunds are provided where required by the Australian Consumer Law.

Read the full Refunds, Cancellations and Prepaid Treatments Policy

Every new client attends a free consultation before their first treatment. We assess your skin, review your medical history and confirm whether the treatment is suitable for you. It remains your decision whether a treatment or product is right for you.

Treatments are not an exact science, and factors outside our control affect results, including the accuracy of the information you give us and any changes in your medical history or general health. We take care to give you accurate advice; it is your responsibility to keep your expectations realistic based on that advice.

Prepaid treatments and packages are offered at a saving on the single session price. They are not refundable or transferable, and they expire: 12 months from purchase, or 18 to 24 months where 10 or more sessions are purchased, with your exact date confirmed in clinic and on your invoice. 48 hours' notice applies to every booking; a late cancellation or no show redeems the session. When you purchase prepaid treatments, these are the terms you agree to.

Read the full Refunds, Cancellations and Prepaid Treatments Policy

Treatments and packages purchased online are subject to exactly the same terms as those purchased in clinic, including our refunds, cancellations and prepaid treatments policy. Every new client attends a free consultation before the first treatment, whether or not it was purchased online.

If we assess at your consultation that a treatment you purchased online is not suitable for your skin type or concern, we will offer an exchange for a more suitable treatment of equal value, or a credit note to the value paid, valid for at least 3 years.

If you believe you are entitled to a refund for an online purchase under the Australian Consumer Law, write to clientcare@pinklaserclinics.com.au and we will respond within 5 business days.

Pink Laser Clinics

We process your online order and update your account within 1 to 3 business days of the order being placed, unless otherwise stated. Once we have done this, you will be notified by email with an account update.

Pink Skin Care

We process and dispatch all online orders within 1 to 3 business days of the order being placed, unless otherwise stated. Following dispatch, you will be notified by email with a tracking number.

Please note: during peak periods (sales, public holidays, the day after a public holiday, or Pink Friday Sale) these times may be longer.

Products purchased online can be returned within 30 days of purchase for a full refund of the product price, provided they are unopened and unused in their original packaging. Shipping is not refunded and return postage is at your cost. You may return by post or in person at the clinic.

Products chosen in clinic with a clinician are not returnable for change of mind.

If a product is faulty, damaged or missing from your order, the Australian Consumer Law applies wherever you bought it. Email clientcare@pinklaserclinics.com.au with your order number and we will arrange a replacement or refund.

Read the full Refunds, Cancellations and Prepaid Treatments Policy

Treatments are booked through the online portal only where there is a prepaid treatment or package in your account to redeem. If there is none, the booking request will be declined and we will invite you to book a free consultation instead.

We also reserve the right to decline a booking request where the treatment is not available to you, to refuse to provide services, and to limit the number of treatments or products purchased by one person.

We offer free consultations for our skin and laser services so you can learn about a treatment and decide, with a clinician, whether it is suitable for you. One free consultation is available per person, per skin concern, in any 12 month period. If you decide to proceed more than 12 months after your consultation, we may ask you to attend another so we can confirm the treatment is still right for you.

You may reschedule a free consultation once. A further reschedule requires a deposit to rebook. If you book a free consultation and do not attend without notifying us, we reserve the right to decline future bookings.