Refund policy

Refunds & Returns Policy

At Routine., we want you to feel confident when purchasing from us. That's why we offer a 60-day money-back guarantee on all Routine. products, so you have time to try them properly and decide if they're right for you.

If you're not satisfied with your purchase for any reason, you may request a return within 60 days of your order date, subject to the terms below.

This policy sets out our voluntary 60-day guarantee. It does not limit or replace your rights under the Australian Consumer Law (ACL), which apply in addition to this policy and cannot be excluded.

How the 60-Day Guarantee Works

  1. Contact us at support@routinebeauty.com.au within 60 days of your purchase, with your order number as proof of purchase.
  2. Our team will provide return instructions.
  3. Once your return is received and inspected, we'll process your refund to the original payment method.

Refunds are processed within 5–7 business days of receiving and inspecting the returned items.

Resolutions Are Final Once Accepted

If you contact us about a product you're not satisfied with and we offer a resolution, such as a replacement, fresh unit, exchange, or store credit and you accept that resolution, it is treated as full and final settlement of your request for that order.

A refund will not be available afterwards for the same order once a replacement or alternative remedy has been accepted.

This clause applies to change-of-mind and satisfaction-based requests under our voluntary guarantee. It does not apply where a product is faulty, damaged, or unsafe, in those cases your rights under the Australian Consumer Law continue to apply, including any right to choose a refund for a major failure.

Refunds Require the Full Order to Be Returned

To receive a refund, you must return the complete original order, including:

  • The product(s) you purchased, with all original components and accessories.
  • Any complimentary items, gifts, or bonus products included with the order.

If the order is not returned in full, including any gifted or bonus items, we may decline the refund, or deduct the retail value of any missing items from the refund amount, at our discretion.

Return Conditions

To be eligible for a refund under the guarantee:

  • Products must be returned within the 60-day window.
  • Items must be returned with all original components and accessories.
  • Reasonable wear from normal use is acceptable.
  • Products damaged due to misuse, accidents, unauthorised modifications, or neglect may not be eligible.

One Guarantee Claim Per Customer

Our voluntary 60-day money-back guarantee is limited to one claim per customer or household. This does not affect your rights under the Australian Consumer Law, which apply to every eligible purchase.

Sale & Discounted Items

Products purchased at a discount of 30% or more off their original retail price are not eligible for the 60-day money-back guarantee, unless they arrive faulty or damaged as required under the Australian Consumer Law. All such purchases are considered final sale.

The Routine. Wand (Devices)

Change-of-mind returns of the Routine. Wand must be in unused, resalable condition with all original packaging and accessories, within the 60-day window.

If your Wand develops a fault, contact us with your order number and details. Faulty devices are covered under the Australian Consumer Law and any applicable manufacturer warranty, and we will repair, replace, or refund as required.

Subscriptions

Routine. subscriptions include a minimum commitment of two orders. This is because our products, particularly the Peptide MicroPatch, are designed to deliver visible results through consistent use over time, not from a single application. The first two cycles give your skin the time it needs to respond, and give you a fair window to judge the results.

After your second order has been processed, you can cancel, skip, or amend your subscription at any time from your account or by contacting us before your next renewal date. Cancellations take effect from your next unprocessed order; any order already processed and shipped follows the standard return terms in this policy.

Your rights under the Australian Consumer Law are not affected. If a product is faulty or does not meet a consumer guarantee, the minimum commitment does not prevent you from exercising those rights.

Trial Orders

Trial orders are covered by the 60-day guarantee only within the terms of the specific trial agreement. Where applicable, the trial period itself serves as the evaluation window prior to any ongoing charges. Please refer to the trial terms provided at checkout for full details.

If You Experience a Skin Reaction

Everyone's skin is different. If you experience any irritation or reaction, stop use and contact us at support@routinebeauty.com.au with details (and photos if you're able). Our team will help you troubleshoot and advise on next steps, and we recommend consulting your GP if any reaction persists. Your rights under the Australian Consumer Law are not affected.

Faulty or Damaged Items

If your product arrives faulty or damaged, please contact us within a reasonable timeframe with photos and details. In these cases, return shipping costs will be covered where required by the Australian Consumer Law, and you may be entitled to a repair, replacement, or refund.

Return Shipping

  • Customers are responsible for return shipping costs for change-of-mind or guarantee returns.
  • We recommend a tracked shipping service, Routine. is not responsible for items lost in transit.
  • Original shipping fees are non-refundable, unless required under the Australian Consumer Law.

Payment Disputes

If you have any concern about a charge, please contact us first so we can resolve it directly. Raising a chargeback or payment dispute before contacting us can delay resolution. This does not affect any rights you have with your payment provider.

Final Notes

We're committed to being fair, transparent, and supportive. Our goal is to make returns straightforward while protecting the integrity of our products and our business.

This policy does not limit your rights under the Australian Consumer Law.

If you have any questions about returns or refunds, our team is always here to help at support@routinebeauty.com.au.