Refund policy
Returns, Exchanges & Refunds
Because our products are skincare, they're sealed for hygiene and health reasons. Once a product has been opened or used we can't resell it, so we don't accept returns for change of mind, or because a product didn't suit your preferences.
We do want to hear from you in two situations: if a product caused an adverse reaction, or if it arrived damaged, faulty, or isn't what you ordered.
If a product arrived damaged, faulty or incorrect
Please inspect your order when it arrives and contact us at francesca@sotopical.com within 7 days of delivery. Include your order number and photos of the product and its packaging.
If we accept your claim we'll send a replacement at no cost to you. If we can't replace the item — because it's out of stock or discontinued — we'll refund you in full instead. In most cases we won't need the item sent back; if we do, we'll cover return postage and send you a label.
If you've had an adverse reaction
Skin is individual, and occasionally a product won't agree with yours. Stop using it straight away and contact us at francesca@sotopical.com within 30 days of delivery.
Please include:
- your order number
- photos of the affected area and of the product
- when you started using it, when the reaction began, and anything else you were using at the time
We assess each of these individually. If we accept your claim we'll refund the product in full to your original payment method. You don't need to send the remaining product back — please dispose of it rather than continuing to use it.
If a reaction is severe or persistent, please see a doctor or pharmacist. We're not able to give medical advice.
Starting a claim
Email francesca@sotopical.com with the details above. Items sent back to us without contacting us first can't be accepted or refunded.
Gift cards
Gift cards can't be returned or refunded.
Refund timing
We'll let you know once we've assessed your claim and whether it's been approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card provider may take a further few days to post it. If more than 15 business days have passed since we approved your refund and you haven't seen it, please contact us at francesca@sotopical.com.
Your rights under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have the product repaired or replaced if it isn't of acceptable quality and the failure doesn't amount to a major failure.
European Union and United Kingdom: 14-day cooling-off period
If your order is shipped to the EU or UK, you have the right to cancel within 14 days of receiving it, without giving a reason. To exercise this right, contact us at francesca@sotopical.com before the 14 days are up.
This right doesn't apply to sealed goods that aren't suitable for return for health protection or hygiene reasons once unsealed. Because our products are sealed for hygiene, this means cancellation only applies to items that are still sealed and unopened, in their original packaging, with proof of purchase. Return postage for cancellations is at your cost. Refunds are issued within 14 days of us receiving the returned items.
This doesn't affect your separate rights where a product is faulty, damaged or not as described.