Refund and Returns Policy

Last updated: 22 September 2026

This policy applies to products and services purchased from Alata Nexus Pty Ltd (ABN 34 701 526 338), trading as Alata Aesthetics (“Alata Aesthetics”, “we”, “us” or “our”).

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law. Consumer guarantees apply automatically to eligible products and services and cannot be excluded by this policy.

Products that are faulty, damaged or incorrect

Please contact us as soon as reasonably possible if a product is faulty, unsafe, damaged in transit, materially different from its description or not the product you ordered. Please include your order number, a description of the issue and, where helpful, photographs.

Where a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy under the Australian Consumer Law. The available remedy depends on whether the problem is major or minor and on the circumstances. Proof of purchase may be requested.

If we ask you to return a product because it may be faulty or incorrect, we will provide reasonable return instructions. Reasonable return costs will be covered or reimbursed where required by law.

Change-of-mind returns for skincare products

We are not required to provide a refund or exchange if you simply change your mind, choose the wrong product or no longer want the item. However, we may accept a change-of-mind return at our discretion if you contact us within 14 days of receiving the product and the product is:

• unused, unopened and in its original sealed packaging;
• in a resalable condition; and
• accompanied by proof of purchase.

For health, hygiene and safety reasons, we generally cannot accept a change-of-mind return for opened, used, unsealed or tampered-with skincare, cosmetic or personal-care products. This does not affect your rights if a product is faulty or otherwise fails to meet a consumer guarantee.

Approved change-of-mind returns are at the customer’s cost. Original delivery charges are not refundable unless required by law. Please contact us before returning any item; products sent without prior confirmation may not be accepted.

Skin reactions and product suitability

Skin responses can vary between individuals. A reaction or lack of a preferred result does not necessarily mean that a product is faulty. Please follow the product directions, ingredient information and professional advice provided to you. Stop using the product and seek appropriate medical advice if you experience a concerning reaction.

Please contact us so we can review the circumstances. Your rights under the Australian Consumer Law remain unaffected if the product is faulty, unsafe, incorrectly described or not fit for a purpose you made known and reasonably relied upon.

Sale and promotional products

Sale, promotional and discounted products have the same consumer-guarantee protections as full-price products. Change-of-mind returns for these products may be declined unless the applicable promotion expressly states otherwise.

Appointments, consultations and treatment services

Appointment deposits, cancellation charges and rescheduling conditions are governed by the terms disclosed when you make your booking. Please give as much notice as possible if you need to cancel or reschedule.

Refunds are not provided merely because you change your mind after a consultation or treatment has been supplied. However, services remain subject to the Australian Consumer Law, including guarantees that eligible services will be provided with due care and skill, be reasonably fit for an agreed purpose and be supplied within a reasonable time where no timeframe was agreed.

Clinical outcomes vary between individuals and cannot be guaranteed. Dissatisfaction with an outcome does not automatically establish that a service failed to meet a consumer guarantee. We encourage you to contact us promptly so concerns can be assessed and an appropriate response considered.

Prepaid treatments, packages and memberships

Any specific expiry, cancellation, transfer or refund conditions will be disclosed when a prepaid treatment, package or membership is purchased. Requests concerning unused portions will be assessed according to those disclosed terms, the services already provided and your rights under the Australian Consumer Law.

If we cancel a prepaid service and cannot provide a suitable alternative, we will offer an appropriate remedy, which may include rescheduling, a credit or a refund for the service that cannot be supplied.

Gift cards and vouchers

Gift cards and vouchers are not redeemable for cash and are not refundable for change of mind, except where required by law. Any expiry date and conditions will be displayed at purchase or on the gift card or voucher. Lost or stolen gift cards may not be replaceable.

Refund processing

Approved refunds will ordinarily be returned to the original payment method. Processing times can vary depending on your bank or payment provider. We may require proof of purchase and information reasonably necessary to assess your request.

How to request a return or refund

Before returning a product, please contact:

Alata Aesthetics
Alata Nexus Pty Ltd
1/13 Scanlan Street, Bentleigh East VIC 3165
Email: alataaesthetics@gmail.com

Please include your name, order or booking details, proof of purchase and a brief explanation of the issue. Do not send products back to a manufacturer unless we specifically instruct you to do so.