Shipping & Returns

Free pickup from our Townsville clinic

Choose Free pickup (Townsville clinic) in your bag or at checkout to collect your skincare order with no delivery charge. Collection is from Shop 5, 260 Charters Towers Road, Hermit Park QLD 4812.

Please call (07) 4459 4999 to arrange collection before travelling to the clinic. Have your order number ready when you collect.

Order processing

After an order is placed, you will receive an acknowledgement at the email address supplied. This is not confirmation that the order has been accepted. We may contact you if an item is unavailable, order information needs clarification or delivery cannot be arranged. Where we cannot fulfil an order, the affected amount will be refunded.

Orders are prepared on business days. Tracking information is sent when it is available from the delivery provider. During promotions, public holidays or severe weather, processing and delivery may take longer.

Delivery details

Please check the delivery name, address and contact details before submitting an order. Refresh NQ is not responsible for avoidable delay caused by incomplete or incorrect information supplied by the customer, although we will try to help where possible.

Delivery estimates are guides rather than guarantees and may be affected by location, carrier capacity and events outside our reasonable control. Risk in the goods passes on delivery to the address supplied, subject to rights that cannot be excluded by law.

Damaged, faulty or incorrect items

Please contact us as soon as practical after delivery with your order number, a description of the issue and, where helpful, clear photographs. Do not dispose of the item or packaging until the team has responded.

Goods sold in Australia come with consumer guarantees that cannot be excluded under the Australian Consumer Law. If an item has a major problem, you may be entitled to choose a refund or replacement. For a minor problem, we may provide a remedy within a reasonable time. We will also correct an item sent in error.

Change-of-mind requests

Contact us before returning anything. Because skincare is a personal-use product, opened, used, unsealed or tampered items cannot generally be accepted for change of mind. We will confirm whether an unused, unopened item is eligible and provide return instructions before it is sent.

Unless required by law or agreed by Refresh NQ, the customer is responsible for the safe return and return postage for an approved change-of-mind return. Original delivery charges are not refundable for change of mind.

Returns process

1. Email info@refreshnq.com.au with your order number and reason for the request.
2. Wait for return instructions and confirmation before sending the item.
3. Pack approved returns securely and use a trackable delivery method.
4. Once received and assessed, we will contact you about the outcome and applicable remedy.

Refund timing after approval depends on the original payment provider and financial institution.

Gift vouchers and services

Gift vouchers and clinic appointments may be subject to separate conditions shown when they are purchased or booked. Contact the clinic if you need help with a voucher or appointment.

Your statutory rights

This policy works alongside the Australian Consumer Law. Nothing here limits any guarantee, right or remedy that cannot lawfully be limited or excluded.