Refund policy

SALVIDA'S SKIN-FRIENDLY PROMISE

Friendly skin is a journey, not a destination and we’re here to support you along the way.

A common question we hear is: “What if my skin doesn’t agree with the product?”

Although uncommon, individual allergies can occasionally occur. Refunds under our 30-day Skin-Friendly Promise are available only in cases where a genuine adverse reaction is caused by an unknown (uncommon) allergy to a Salvida product.

BEFORE USING YOUR PRODUCT

Please review the full ingredient list and patch test each new product on a small area of skin before applying it more widely. If irritation occurs, discontinue use.

ELIGIBILITY

To be eligible for consideration:

Your order must have been placed directly through salvida.au for delivery within Australia.*
You must contact us within 30 days of receiving your order.
The claim must relate to a genuine adverse skin reaction caused by an unknown (uncommon) allergy.
The affected product must be at least 80% full.
You must return the affected product if requested. Return postage is the customer’s responsibility.
Claims are limited to one specific product type per order and one approved claim per customer for that product.

*This promise does not apply to international orders delivered outside Australia. We heavily subsidise international shipping and the associated shipping and return costs make it unfeasible for us to extend this additional voluntary promise internationally.

MAKING A CLAIM

Please email hq@salvida.au with:

Your name and order number
The specific product that produced the reaction
A brief description of the reaction
Any known allergies
A clear photograph showing the localised area that reacted during patch testing

Photographs showing only the general condition of the skin or an existing skin flare are not sufficient. We need to see the localised patch-test reaction so we can assess and record which specific product may have caused it.

For more information on how to patch test, what commonly constitutes a positive patch test caused by an unknown allergy and how to distinguish true allergic reactions from simple irritation or barrier-related stinging, please refer to our Routines page.

Please submit a claim only for the individual product that returned a positive patch-test result. Our products undergo extensive safety testing, including repeat patch testing and HRIPTs involving sensitive-skin panels, and have not produced a positive reaction during this extensive testing.

While individual allergies can still occur, it would be extremely unusual for someone to be allergic to every Salvida product in an order. Limiting claims to the specific product involved also helps customers isolate ingredients to which they may have a previously unknown sensitivity.

WHAT ISN’T COVERED

The Skin-Friendly Promise does not cover:

Change-of-mind purchases
Incorrect product selection
Dissatisfaction with a product’s texture, colour, consistency or cosmetic feel
Dryness, flaking or changes in the general condition of an existing skin concern without evidence of a localised patch-test reaction
Reactions caused by use contrary to the product directions
Products that are less than 80% full
Multiple products where the specific product responsible has not been identified
Products purchased from another retailer or stockist
International orders

Claims that appear fraudulent, excessive, misleading or inconsistent with normal product use may be declined.

REFUNDS AND SHIPPING COSTS

If your claim is approved, we will refund the purchase price paid for the eligible product, less applicable outbound shipping costs and non-refundable payment processing fees.

Original shipping charges are not refundable. This applies even if your order qualified for free shipping, as Salvida still incurred the cost of delivering it. Where free shipping was provided, the actual outbound shipping cost incurred by Salvida will be deducted from the refund.

Once any requested return has been received, assessed and approved, the refund will be issued to the original payment method. Please allow 7–10 business days for the funds to appear, depending on your financial institution.

IMPORTANT INFORMATION

The Skin-Friendly Promise is an additional voluntary guarantee and does not limit any rights you may have under the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This promise is not a therapeutic or cure claim. Salvida skincare is intended to support the skin; it cannot guarantee that an existing skin condition will resolve or that flares will not occur. Skin health may be influenced by numerous factors, including allergies, environment, medication, nutrition, hydration, stress and lifestyle.

For help building a skin-friendly routine, visit our Skin-Ed page.

GENERAL RETURNS AND REFUNDS

We want you to love your purchase. However, due to Australia’s strict hygiene regulations, we’re unable to accept returns for change of mind.

If you believe your situation falls under Salvida’s Skin-Friendly Promise, please contact us—we’re here to help.

RETURN INSTRUCTIONS

To request a return, contact us at hq@salvida.au.

Approved returns should be sent to:

Salvida
Unit 158
18A Brixton Rise
Glen Iris VIC 3146
Australia

If your return is accepted, we’ll provide return instructions, including how and where to send your package.

Items returned without prior approval will not be accepted.

You’re always welcome to contact us at hq@salvida.au with any return-related questions.

DAMAGES AND ISSUES

Please inspect your order when it arrives. If an item is defective, damaged or incorrect, contact us as soon as possible so we can assess the issue and make it right.

EXCHANGES

The fastest way to receive the product you need is to return your original item, if eligible, and place a separate order for the new product.

EUROPEAN UNION 14-DAY COOLING-OFF PERIOD

If your order is shipped into the European Union, you have the right to cancel or return it within 14 days, for any reason and without justification. Our EU Withdrawal Form can be found HERE.

Returned items must be:

In the same condition as received
Unused and unopened
In their original packaging
Accompanied by a receipt or other proof of purchase

REFUNDS

Once we’ve received and inspected your return, we’ll notify you of the outcome.

If approved, your refund will be processed automatically to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional time to process and display the refund.

If it has been more than 15 business days since your return was approved, please contact us at hq@salvida.au.