Refund policy

Refunds, Cancellations and Prepaid Treatments

This policy applies to all treatments, packages and products purchased from Pink Laser Clinics, in clinic or online. It forms part of our Website and Client Terms. When you purchase from us, these are the terms you agree to.

1. Change of mind

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.

2. Australian Consumer Law

Our treatments and products come with guarantees under the Australian Consumer Law that cannot be excluded. Where a treatment or product does not meet those guarantees, you are entitled to a remedy, which may be a repeat treatment, a replacement, a repair or a refund depending on the circumstances. Nothing in this policy limits those rights.

3. Appointments, cancellations and no shows

We ask for at least 48 hours' notice to change or cancel an appointment, so the time can be offered to another client.

If you cancel or change an appointment with less than 48 hours' notice, or do not attend, a cancellation fee will apply.
If the appointment was part of a prepaid treatment or package, the session is redeemed from your package in full.
Please arrive on time. If you arrive late we will do what we can, but the treatment may need to be shortened or rebooked, and a late arrival that cannot be treated is a no show.

4. Free consultations

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.

5. Prepaid treatments and packages

Prepaid treatments and packages are offered at a saving on the single session price. In return:

They are not refundable, except where required by the Australian Consumer Law.
They are not transferable to another person, and cannot be exchanged for a different treatment or for products, unless we assess at consultation that the treatment is unsuitable for you (see section 6).
They expire. Prepaid treatments must be used within 12 months of purchase. Where 10 or more sessions are purchased, the expiry is 18 to 24 months depending on the treatment. Your exact expiry date is confirmed in clinic and recorded on your invoice. Sessions not used by the expiry date are forfeited.
Sessions are redeemed for late cancellations and no shows as set out in section 3.

6. Treatments and packages purchased online

Treatments and packages purchased through our online store are subject to exactly the same terms as those purchased in clinic, including this policy. Every new client attends a free consultation before the first treatment, whether or not the treatment 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 you an exchange for a more suitable treatment of equal value, or a credit note to the value paid, valid for at least 3 years, to use on any treatment or product at the clinic. This is the remedy for an unsuitable online purchase; a refund is not provided for change of mind.

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

7. Pink Skin Care products

Purchased online. If you are not happy with a Pink Skin Care product purchased through our online store, you may return it within 30 days of the purchase date for a full refund of the product price, provided it is unopened and unused, in its original packaging. Shipping costs are not refunded and return postage is at your cost. You may return the product by post or in person at the clinic.

Purchased in clinic. Products purchased in clinic are selected with a clinician in consultation, and are not returnable for change of mind.

Faulty products. If a product is faulty, damaged on arrival, missing from your order or not as described, the Australian Consumer Law applies regardless of where or how you bought it. Contact us at clientcare@pinklaserclinics.com.au with your order number and we will arrange a replacement or refund.

Skin reactions. Mild irritation can occur from time to time with active skincare, and we explain this when we recommend a product. If you experience any irritation, stop using the product and contact us straight away so a clinician can review your routine. We would much rather adjust your routine than have you stop.

8. How to make a request

Any request under this policy should be made in writing to clientcare@pinklaserclinics.com.au, quoting your name, the date of purchase and your invoice or order number. We will acknowledge your request and respond with an outcome, or a date by which you will have one, within 5 business days.

9. Contact

Pink Laser Clinics, Shop 3, 642 Doncaster Road, Doncaster VIC 3108
Phone 1300 549 008
Email clientcare@pinklaserclinics.com.au