We do not provide refunds or returns for change of mind. 

At Coalface we love our hassle-free skincare solutions as much as you do and pride ourselves on delivering the best quality we can. So, if there is anything wrong with your products or delivery that warrants a return then please reach out to us at info@coalfaceskincare.com.au.

Damaged?

We check all orders are good to go and ready for use before sending them out! So have a good look at your order when it arrives and contact us immediately if anything is damaged or defective so we can get it fixed ASAP. We may need to ask for some photos of the packaging or the issue to help us out, so if your Coalface delivery arrives looking like it’s been steamrolled four times and jackhammered for an hour, please take some photos of it before opening.

For damaged items, please send us an email at info@coalfaceskincare.com.au and include your:

• Name
• Order Number
• Details of the issue

Photos of the issue

Please do not dispose of any items until your return has been processed. If your return has been accepted, we will send you a return shipping label with some further information. 

Wrong Items?

Every Coalface order is packed with care, however sometimes mistakes can happen. If you didn’t receive what you ordered and accidentally ended up with my lunch instead, let us know as soon as possible and we will get on it straight away. (Feel free to keep my lunch, I probably went hungry that day). 

For order issues, please send us an email at info@coalfaceskincare.com.au and include your:

• Name
• Order Number
• Details of the issue

A photo of the products (not my lunch)

Please do not dispose of any items until your return has been processed. If your return has been accepted, we will send you a return shipping label with some further information. 

Items returned without prior approval will not be accepted. 

30 Day Guarantee:

We know they work, which is why our tried and tested products are backed by a 30 day guarantee! So if you don't see improvements within 30 days of receiving your products, you can send them back and claim your money back by simply following these steps:

1. Take photos prior to starting your treatment

2. Track your progress by taking photos weekly

3. Use the products for a minimum of 30 days (if you have any concerns during this 30 day period please reach out to us vie email at info@coalfaceskincare.com.au. We are more than happy to assist and help get you back on track with better skin!).

4. Send time stamped images to info@coalfaceskincare.com.au to submit your claim.

To claim our 30 day guarantee, you must contact us and submit all claims within 35 days of your items being delivered. 

Please note:

1. The buyer is responsible for shipping and costs associated with returning the products to Coalface Skincare Pty Ltd. To ensure your product arrives safely at our facility and can be processed, we advise adding tracking and signature on delivery to your parcel.

2. If the items were purchased as kit or bundle, then all items within the order must be returned. Single items from bundles/kits are not eligible to be returned under the 30 day guarantee.

3. The money back guarantee applies only to our products, original shipping costs can not be refunded.