Refund policy

We want you to love your skincare products. If you're not completely satisfied with your purchase, we offer a simple return process:

  • Return unopened products within 15 days of purchase for a full refund
  • Gently used products can be returned within 15 days for store credit if:
    • The product caused mild irritation
    • The product didn't deliver expected results after multiple uses
    • The product wasn't compatible with your skin type

Adverse Reaction Returns

For products causing adverse reactions, we take your safety seriously. To verify authenticity:

  • Submit clear photos of the reaction
  • Provide the batch number (found on product packaging)
  • Include a brief description of symptoms and when they appeared
  • If possible, attach a note from a healthcare provider

Our dermatology team will review your case within 48 hours. Verified adverse reactions qualify for a full refund and may include compensation for medical expenses.

Please note that special promotions, sale items, and gift sets may have modified return policies. Shipping costs are non-refundable unless we made an error.

We process all returns within 30 business days of receiving your items, after adjusting 5% restocking fees.

To start a return, you can contact us at contact@treasure9.com.au. Please note that returns will need to be sent to the following address: 50 Miller Street, North Sydney, NSW 2060

If your return is accepted, you will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Customers will be responsible for shipping labels.

You can always contact us for any return question at contact@treasure9.com.au

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 30 business days since you sent us your product back, please contact us at contact@treasure9.com.au