Refund policy

1. Overview
At Rood, we stand behind the quality of our products. Due to the nature of skincare products, we maintain strict hygiene and safety standards across all returns and refunds. This policy outlines when refunds or replacements may be provided.

2. Change of Mind
We do not offer refunds or returns for change of mind. Please choose carefully before purchasing.

3. Opened or Used Products
For hygiene and safety reasons, we do not accept returns or provide refunds for opened or used products, unless the product is deemed faulty.

4. Damaged or Faulty Products
If your product arrives damaged or is faulty, you are entitled to a:

  • Replacement, or

  • Full refund (product cost only)

To be eligible:

  • You must contact us within 7–10 business days of receiving your order

  • Provide:

    • your order number

    • clear photos of the issue

Once approved, we will arrange a replacement or refund.

5. Skin Reactions
We understand that skin can react differently to skincare products. Refunds or replacements for skin reactions are assessed on a case-by-case basis. To request a review, please provide:

  • your order number

  • details of the reaction

  • photos (if applicable)

6. Returns & Shipping

  • Customers are responsible for return shipping costs, unless the product is confirmed faulty or incorrect

  • Original shipping costs are non-refundable

  • We recommend using a tracked service, as we are not responsible for lost return shipments

7. Refund Process
Approved refunds will be issued to your original payment method. Please allow a reasonable processing time depending on your payment provider.

8. Australian Consumer Law
This policy is in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes or limits your rights where a product:

  • is faulty

  • is not as described

  • does not meet acceptable quality standards

9. Contact
For all refund or return requests, please contact: hi@rood.skin