Refund policy
REFUND & RETURNS POLICY
Last updated: 20 October 2026
At RN & BAKER, every product is thoughtfully created with care. We want you to feel confident in every purchase. If something is not quite right, our Customer Care team is here to help.
This policy applies to purchases made directly through rnbakerskin.com.au and at RN & BAKER events. RN & BAKER is a brand of RN & Baker Group Pty Ltd (ABN 44 629 232 771), 86/150 Palmers Rd, Truganina VIC 3029.
1. Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies your rights or remedies under the ACL or other applicable laws.
For a major failure, you may choose a refund or replacement in accordance with the ACL. For a failure that is not major, we may provide an appropriate remedy within a reasonable time; if we do not, further remedies may apply. Depending on the circumstances, you may also be entitled to compensation for reasonably foreseeable loss or damage.
Consumer guarantee rights are not limited to a set number of days after purchase and also apply to discounted and promotional products.
2. Change-of-Mind Returns
Due to the personal-use nature of skincare and our commitment to product hygiene and integrity, we do not accept returns, exchanges or refunds for change of mind, including for products that appear unopened or unused.
This includes ordering the wrong item, no longer wanting a product, finding it cheaper elsewhere, or preferring a different fragrance or texture where the product otherwise meets applicable consumer guarantees. This applies to individual products, editions and event purchases. Your statutory rights remain unaffected.
3. Reporting damaged, faulty, missing or incorrect products
Please inspect your order on arrival. Where reasonably possible, we kindly ask you to report visible delivery damage, leakage, missing items or incorrect products within 7 days of delivery so we can investigate promptly. This is a requested reporting timeframe only, not a deadline for exercising your rights under the ACL.
For faults discovered later, please contact us as soon as reasonably possible after becoming aware of the issue. Contact hello@rnbakerskin.com.au with your order number or other reasonable proof of purchase, a description of the issue and photographs where available. Photographs and the original receipt are not mandatory conditions for a statutory remedy.
We aim to respond within 2 business days. We may request further information or inspect a product where reasonable. We will assess the concern and provide any remedy required under the ACL. We will not require you to accept store credit in place of a monetary refund to which you are legally entitled.
4. Return shipping and reimbursement
Please contact Customer Care before sending products back, particularly leaking products or broken glass. We will advise whether a return is necessary and provide safe return instructions where appropriate.
Where a product can be safely and reasonably returned by post, you may be asked to initially pay reasonable return postage while we assess the reported issue. If the product is found to have failed an applicable consumer guarantee, RN & BAKER will reimburse reasonable return costs in accordance with Australian Consumer Law. Where appropriate, we may provide a prepaid return label or arrange collection.
Where RN & BAKER has sent the wrong item, we will arrange or cover its reasonable return cost. Reimbursement of legally owed return costs will be monetary; vouchers or store credit may be offered only as a voluntary alternative, not imposed in place of a customer’s legal entitlement.
5. Skin reactions and product suitability
Please read ingredient lists, warnings and directions before use and patch test new skincare products where appropriate. If you experience an unexpected reaction, discontinue use and seek medical advice promptly if symptoms are severe, persistent or concerning.
Contact Customer Care as soon as reasonably possible with the product name, batch number (if available), proof of purchase and a description of the reaction. Photographs may be provided if you are comfortable doing so. We may request additional information to investigate and record a potential adverse event.
An individual reaction does not automatically establish that a product is faulty. Each concern will be assessed on its facts and in accordance with applicable consumer guarantees, including those relating to safety, acceptable quality, description and fitness for any purpose you told us about.
6. Editions, gifts and promotions
Our editions, The Essential Five, The Signature Seven and The DreamSkin Duet, are sold at their advertised edition price. Like all our products, editions can’t be returned for change of mind, in full or in part.
If a product in an edition fails a consumer guarantee, we will provide the remedy required by law. Refunds will be calculated in accordance with the ACL and the actual transaction, not automatically at the standalone retail price of an individual product.
The Halo Glaze Pili Lip Oil may be offered as a Founder’s Gift with qualifying purchases, subject to the offer terms shown at purchase. Promotional gifts cannot be redeemed for cash or exchanged for change of mind. Any rights under Australian Consumer Law remain unaffected.
Founder’s Pricing and other sale or promotional purchases remain covered by consumer guarantees. We do not retrospectively match later promotional prices unless required by law or expressly promised.
7. Refund processing
Where a refund is required, we aim to process it within 5 business days of confirming the applicable remedy, or sooner where required by law.
Refund processing and remedies will always be provided within the time and manner required by applicable law.
8. Contact RN & BAKER
Customer Care: hello@rnbakerskin.com.au | Website: rnbakerskin.com.au
Please include your order details or other reasonable proof of purchase and a short description of your concern. We aim to respond within 2 business days.
Thank you for trusting RN & BAKER. We will approach every concern with care and fairness.
