Refund & Complaint Policy
Important Reminder
To ensure a fair and efficient resolution, all refund requests must follow our official refund process. Requests that do not adhere to this procedure cannot be processed.
We encourage open communication and fair feedback. However, knowingly posting false or misleading public reviews without first seeking resolution through our official complaint process may constitute defamation under Australian law. In such cases, we reserve the right to take appropriate legal action, which may include seeking compensation.
If a refund or after-sales resolution has already been provided, but harmful or untruthful statements continue to be shared publicly, we may pursue further legal recourse to protect our business and reputation.
We appreciate your understanding and cooperation.
How to make a complaint
You can make a complaint if you’re:
• a current or former client of our clinic
• a parent, guardian or carer of a client
• a legal representative acting on behalf of a client
• a health professional or referring practitioner with relevant concerns
• a person authorised under Victorian Health Services law
1. Refund Policy
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Unopened Products: Once sold, unopened products may be exchanged but are not eligible for a refund.
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Opened Products: Refunds are not accepted for opened products unless there is a quality issue.
2. Special Offers & Promotional Products
For unused services or services not performed due to non-clinic-related reasons, if the request is due to personal preferences, schedule conflicts, or changes in aesthetic preferences, you may switch to another service or transfer the package to someone else, but refunds will not be provided.
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Service Packages: If you are seriously dissatisfied with a service, please first complete a complaint form. Our team will contact you.
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Promotional Products: All promotional products are non-refundable and non-exchangeable.
3. Service Complaints & Refunds
We highly value customer experience and feedback. If you are dissatisfied with our service or staff attitude, or if you have a refund request, please complete a complaint form. Since front desk staff may vary daily, to avoid miscommunication, please follow our refund process:
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Complete the complaint form and send it to moonskinmel@gmail.com
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Processing Time: We will respond to your complaint via email within 48 hours. Please provide fair and objective feedback, as your comments directly impact our staff’s performance, promotions, and livelihood.
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For manual technical services such as facial treatments, body massage, makeup, and cosmetic injections, clients are encouraged to provide feedback or suggestions directly to the service provider during or immediately after the service.
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As these services are highly personalized and subjective, dissatisfaction due to changes in personal preferences or aesthetic tastes after the service will not be eligible for a refund.
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If the issue is believed to involve medical or other professional concerns, clients are required to provide relevant documentation from a qualified medical or professional institution. A refund request form can be provided, and upon submission, Moon Skin Clinic will review the case and discuss a resolution with the client in a fair and respectful manner.
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Mutual Respect & Understanding
Every encounter is valuable, and life comes with its challenges. We sincerely hope for your understanding and respect as we handle each situation.
