Clinic Policy

Cosmeceutical Products

Shellharbour Skin only sources retail skincare products from authentic suppliers that align with our clinic values and professional standards. Product recommendations are made following a consultation with a Shellharbour Skin clinician to ensure suitability for your individual skin needs.

All product sales are final. We do not offer refunds, exchanges, or credit for change of mind. Products cannot be exchanged for other products or services, or redeemed for cash.

Shellharbour Skin is not responsible for replacing products that are lost, stolen, damaged, or misused after purchase. Any concerns regarding product performance or defects should be raised within 7 days of purchase, along with proof of purchase.

Prepaid Treatments & Packages

All prepaid treatment packages are valid for 12 months from the date of purchase.

• Expired packages will not be honoured, and no extensions will be granted under any circumstances.
• Prepaid packages are non-refundable, non-transferable, and cannot be exchanged for other treatments, products, or cash.
• Packages cannot be used toward services covered by Medicare, or applied to cosmetic removal of skin tags, cysts, moles, seborrheic keratoses, or other excluded services as determined by Shellharbour Skin.
• If a prepaid treatment is not attended or is cancelled within 24 hours, the treatment will be forfeited without refund, reschedule, or credit.

Shellharbour Skin reserves the right to refuse redemption of prepaid treatments if used outside these specified terms.

Refunds

Please ensure you are confident in your selection of products, services and gift vouchers prior to purchase. Shellharbour Skin does not offer refunds or exchanges for change of mind on any product, prepaid treatment, gift vouchers, or service.

Any dispute regarding product or treatment use will be reviewed at the sole discretion of Shellharbour Skin management.

Cancellation & Deposit Policy

At Shellharbour Skin, we truly value the time you’ve set aside to care for your skin, just as we value the time our team dedicates to preparing for your visit. To help everything run smoothly and ensure appointments remain available to those who need them most, we’ve put together the following policy.

Appointment Confirmation

To make things easy, you’ll receive an SMS reminder 48 hours before your appointment asking for confirmation.
If we don’t hear back, we’ll follow up with a phone call to check in.
If your appointment isn’t confirmed at least 24 hours in advance, we may need to offer your time to a patient on our waitlist who’s hoping to be seen.

Cancellations & Rescheduling

We understand that life doesn’t always go to plan. If something comes up and you need to change or cancel your appointment, please let us know with at least 24 hours’ notice. This allows us to offer that time to another patient.

If less than 24 hours’ notice is given or the appointment is missed, a cancellation fee may apply, or your deposit may be forfeited, not as a penalty, but as a way to honour the preparation and time our team has set aside just for you.

Booking Deposits

Some appointments will require a deposit between $55 and $155, depending on the length and type of treatment. This is simply to hold your space and is fully applied to your treatment on the day.

• If a deposit isn’t paid at the time of booking, we may release the appointment unless other arrangements are made.
• If you need to reschedule and provide more than 24 hours’ notice, we’re happy to transfer your deposit to your next appointment.
• If the appointment is cancelled late, missed, or you arrive more than 5 minutes late, the deposit will be retained.

We know your time is important, and we do our best to run on schedule so every patient feels cared for and respected. Your support in following this policy helps us offer the best experience to you and others in our community.

Thank you for being part of Shellharbour Skin, we’re so glad to care for you.