Warranty Policy

LED Light Therapy Mask Only

Warranty:
Your Selfcare Social LED Light Therapy Mask is covered by a 12-month warranty from the date of purchase.

Please note: this warranty applies only to our official product, the Social Skin 3-in-1 Face Mask by Selfcare Social. We are not affiliated with the SLF LED Mask or any SLF products.

What’s Covered:

This warranty covers faults, errors or defects caused by manufacturing issues.

What’s Not Covered By Warranty:

• Damage caused by misuse, dropping the device, accidental damage or incorrect storage
• Cosmetic wear and tear, including small marks, scratches or chips that do not affect the function of the mask
• Damage caused by using incorrect chargers or power sources, including laptop USB ports, fast chargers or non-approved adapters
• Any tampering, unauthorised repairs or alterations
• Damage caused by not following the user instructions
• General wear and tear from improper use or poor care

How to Make a Claim:
If you believe your LED Mask is faulty within 12 months of purchase, please email us at info@selfcaresocialau.com with:

• Your order number or proof of purchase
• A description of the issue
• Video evidence clearly showing the fault

Video evidence is required for all LED Mask warranty claims before we can proceed with the next steps.

Once your claim has been reviewed, we will guide you through the next steps. We may require the item must be returned to us by via post for assessment and must include all original parts.

What Happens Next:
Once your return is received, our team will assess the device. If the product is confirmed to have a manufacturing fault and is still covered under warranty, we will arrange a replacement device at no additional cost.

Important Notes:

• All returns for LED Masks must be sent by post. In-person returns are not accepted.
• The warranty is void if the product shows signs of wear and tear from improper use, poor care, unauthorised alterations or servicing.
• The 12-month warranty period begins from the date of purchase.

• Warranty coverage applies only to the original purchaser and is non-transferable, If the product was gifted, the original purchaser can contact us directly and provide valid proof of purchase to submit a warranty claim.

Returns:

• Faulty Products: As stated in our warranty policy above - If your LED Mask is faulty and covered under our warranty, you’ll need to return it to us for assessment. Once it has been assessed by our team and If the product is found to be defective and still covered under our 12-month warranty, we will send you a replacement device.

• Due to health and hygiene reasons, we cannot accept change of mind returns or orders that have been opened, worn or used. These masks come into direct contact with the skin, so to comply with hygiene and infection control standards, and to protect all customers, we cannot accept returns on any LED Masks that have been opened or used. We prioritise your health and the integrity of our products. Please note that by making a purchase, you agree to these terms as outlined in our policy.

General Returns & Refunds Policy

(All products except the LED Light Therapy Mask)

We accept returns on eligible items that are unopened, unused and in their original condition. You have 30 days from the date of delivery to request a return.

To start a return, please email info@selfcaresocialau.com. If your return is approved, we’ll provide instructions on how to send the item back.

Returns sent without contacting us first will not be accepted.

Exchanges:
You may request an exchange within 30 days of delivery, provided the item is unused, unopened and in its original packaging.

Non-Returnable Items:
We’re unable to accept returns on the following:

• Perishable goods
• Custom-made products
• Gift cards
• Opened, used or worn products for hygiene reasons
  

Sale Event Orders

During sale events, including EOFY, Black Friday, Boxing Day and other promotional periods, all orders are considered final sale for change-of-mind returns, order cancellations.

This does not affect your rights if an item is faulty, damaged, incorrectly supplied or covered under an approved warranty claim.

Additional Policies

Restocking Fee:
A 10% restocking fee applies to returned items unless the return is due to an error on our part, such as receiving the wrong item, or the product is confirmed to have a manufacturing fault.

Return Labels:
Customers are responsible for return shipping costs unless the return is due to an error on our part or the product is confirmed to have a manufacturing fault.

We do not cover return shipping for products that are assessed and found not to have a manufacturing fault or are otherwise not covered under warranty.

Order Cancellation Policy:
If you need to cancel your order before it has been shipped, the following admin fees will apply to cover merchant processing costs:

These fees help cover the merchant processing fees charged to us by our website payment provider to process a refund, as well as the admin time involved in locating, stopping and reversing an order once it has entered our fulfilment process.

Cancellation fees are:

• Afterpay orders: 7% cancellation fee
• All other payment methods: 5% cancellation fee

Once an order has been shipped, it cannot be cancelled.

During major sale events, all orders are final sale and cancellations may not be accepted once the order has been placed.

If you have any questions, please contact us at info@selfcaresocialau.com.