Shipping & Returns

​At Mesomi, we want you to feel confident and supported when purchasing professional cosmetic skincare. We follow all obligations under the Australian Consumer Law (ACL) and maintain transparent and fair processes around returns, refunds, and product concerns.

 

1. Change of Mind Returns

Because cosmetic skincare products are topical therapeutic goods, we cannot accept returns for change of mind, due to health, hygiene, and product-safety regulations. This includes situations where:

- You no longer want the item

- You purchased the incorrect product

- You changed your mind after ordering

 

For safety reasons, and in accordance with TGA and hygiene regulations, we cannot accept returns of products that have been opened, used, or unsealed.

 

2. Australian Consumer Law – Your Rights

You are entitled to a replacement or refund under the Australian Consumer Law if a product has:

- A major fault

- Been damaged in transit

- Been incorrectly described

- Not performed as reasonably expected

 

If an issue arises, please contact us immediately at [insert email], and include:

- Your order number

- Photos or videos of the issue

- A description of the problem

 

3. Faulty or Defective Products

If you believe your product is faulty, damaged, or not functioning as intended, contact our team within 7 days of receiving your order.

 

We may request:

- Photos or videos of the fault

- Batch/lot numbers

- A description of how the product was stored and used

 

Where a product is assessed as faulty, Mesomi will provide one of the following remedies:

- Replacement

- Refund

 

4. Allergic Reactions & Sensitivities

If you experience irritation, redness, discomfort, or unexpected skin reactions, stop using the product immediately and contact our team.

 

An allergic reaction does not automatically mean the product is faulty. However, we will assess each case individually and may request supporting information.

 

5. Incorrect or Missing Items

If you receive the wrong item or if something is missing from your order, please notify us within 48 hours of delivery.

 

6. Return Requirements (If a Return Is Approved)

If a return is authorised, you will be issued a Return Authorisation (RA) Number and instructions.

 

Requirements:

- Products must be returned in the condition approved

- All components and packaging must be included

- RA Number must be on the parcel

- Return shipping costs are the customer’s responsibility unless the return falls under ACL fault conditions

 

7. Refund Processing

Once your return is received and inspected:

- Approved refunds will be issued to your original payment method

- Processing takes 5–10 business days

- Shipping costs are non-refundable unless the item is faulty under ACL

 

For instalment services (Klarna), refunds follow the provider’s terms.

 

8. Order Cancellations

Orders cannot be cancelled once they have entered warehouse processing. If dispatched, they cannot be cancelled.

 

9. Contact Us

If you need help with a return or product issue:

 

Email: info@mesomi.com.au    

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