Refund policy
Last updated: 2 October 2026
This Refund Policy applies to skincare products purchased from Anna Jo Medical Beauty online or in clinic, and to treatments, packages and deposits. Nothing in this policy limits your rights under the Australian Consumer Law.
Your rights under Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with a product, you are entitled to a replacement or refund. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Skincare products
Faulty, damaged or incorrect items
If your product arrives damaged, is faulty, or is not what you ordered, please contact us within 7 days of receiving it at info@annajo.com.au with your order number and a photo of the item. We will arrange a replacement or refund, including any return postage costs.
Change of mind
We accept change of mind returns on products that are unopened, unused and in original sealed packaging within 14 days of purchase or delivery. Return postage for change of mind returns is at your cost. Once we receive and inspect the item, we will refund the product price to your original payment method. Original shipping fees are not refundable for change of mind returns.
For hygiene and safety reasons, we cannot accept change of mind returns on products that have been opened, used, or had their seal broken.
Skin reactions
Everyone's skin is different. If you experience a reaction to a product, stop using it and contact us. If symptoms are severe, seek medical advice. We recommend booking a skin consultation before starting new active products, and patch testing where appropriate.
Treatments
Treatment outcomes vary from person to person and depend on factors such as skin type, health, lifestyle and aftercare. As treatment results cannot be guaranteed, we do not offer refunds on treatments that have been performed simply because the result was different from what you expected. If you have concerns about your result, please contact us so your practitioner can review your progress.
Treatment packages and prepaid sessions
- Packages are personal to the client named on the booking and are non-transferable unless agreed in writing by the clinic.
- If you are unable to continue a package for medical reasons, please provide supporting documentation and we will offer a refund or credit for the unused sessions, calculated at the standard single-session price.
- Expiry dates, if any, will be stated at the time of purchase.
Deposits
Some treatments require a deposit to secure your appointment. Deposits are deducted from the cost of your treatment on the day. Please see our Booking, Deposit and Cancellation terms in our Terms of Service for how deposits are handled when appointments are changed or missed.
Gift vouchers
Gift vouchers are not redeemable for cash. Vouchers are valid for at least 3 years from the date of purchase, as required by Australian law.
How to request a refund
Contact us at info@annajo.com.au or 03 9890 9888 with your name, order or booking details and the reason for your request. Approved refunds are processed to your original payment method within 5 to 10 business days.
Returns address:
Anna Jo Beauty Clinic
4/40 Prospect Street, Box Hill VIC 3128
