If you've changed your mind about a purchase, we may accept a return provided that:

• the product is unopened, unused and in its original condition
  
• all original packaging and seals remain intact
  
• the return is requested within 14 days of receiving your order
  
• proof of purchase is provided.
  

For hygiene and safety reasons, we cannot accept returns on products that have been opened, used, tampered with or are not in a resalable condition.

Customers are responsible for return shipping costs unless the product is faulty, damaged or supplied incorrectly.

To request a return, please contact our team at reception@kailomedispa.com before sending your item.

Please inspect your order upon arrival.

If your order arrives damaged, faulty, or you have received the incorrect item, please contact us as soon as possible with:

• your order number
  
• photographs of the product and packaging
  
• a description of the issue.
  

Our team will assess the matter promptly and arrange an appropriate remedy in accordance with the Australian Consumer Law.

Depending on the circumstances, this may include:

• a replacement
  
• repair (where applicable)
  
• refund.
  

Individual responses to aesthetic, skin and wellness treatments naturally vary from person to person. While we strive to achieve the best possible outcomes, results cannot be guaranteed.

Refunds are not provided simply because treatment outcomes differ from personal expectations where services have been delivered with appropriate professional care.

If you have any concerns following your treatment, we encourage you to contact our clinic promptly so our team can review your treatment plan and discuss appropriate follow-up care.

Please refer to our Appointment Cancellation Policy for information regarding cancellation timeframes, deposits and missed appointments.

Gift cards are non-refundable and cannot be exchanged for cash unless required by applicable law.

Sale, promotional and clearance items are not eligible for change-of-mind returns.

However, these items are still covered by your rights under the Australian Consumer Law if they are faulty or fail to meet consumer guarantees.

Once we receive and inspect your returned item, we'll notify you of the outcome.

If a refund is approved, it will be processed to your original payment method.

Please allow your financial institution several business days to process and post the refund.

Shipping charges are non-refundable unless required under the Australian Consumer Law.