Refund policy

Change of mind:

If you have changed your mind about your purchase, we are happy to offer a store credit within 30 days of your order being placed, provided the following conditions are met:

Products must be unused, unopened and in their original packaging.
Products must be returned to us within 30 days of the original order date.
The customer is responsible for all return shipping costs.
Once the returned products have been received and inspected, an online store credit will be issued for the value of the eligible products.
Store credits are not redeemable for cash or refundable to the original payment method.
Original shipping costs are not eligible for a store credit.

Please note: Change of mind returns do not apply to products that have been opened or used. This includes products where the customer has experienced a change in their skin or is dissatisfied with the results. For these circumstances, please refer to our Returns/Refund policy.

Returns/Refunds:

Our products are formulated to support a range of skin concerns; however, individual results can vary and we cannot guarantee specific results without a proper skin consultation and personalised product recommendations from our team.

For best results, particularly when treating acne, sensitivity, rosacea or other complex skin concerns, we strongly recommend completing a consultation before purchasing. This allows our team to assess your skin, understand your concerns and recommend the most appropriate products and routine for your individual needs.

Purchases made without a consultation or outside of our personalised recommendations are made at the customer's discretion. We cannot guarantee the suitability or results of products selected independently and therefore do not offer refunds based on dissatisfaction with results, changes in the skin, or breakouts where a consultation and personalised recommendations were not followed.

Please note that purchasing individual products or a general skincare bundle does not constitute a personalised treatment plan. For specific concerns such as acne, the appropriate dedicated system or recommendations may be required.

Where an initial adjustment period, including temporary breakouts, is possible, we will provide appropriate information and guidance. We recommend contacting our team before discontinuing products so we can assess your response and advise on the best course of action.

By purchasing without completing a consultation, you acknowledge that results cannot be guaranteed and that our team cannot be held responsible for the outcome of products selected without personalised professional advice.

Damaged/Incorrect Products:

In the rare case you receive products that are damaged or incorrect, we will issue a Gift card for the value of the product or replacement free of charge on the products damaged. You must notify us within 72 hours after receipt of the goods for a gift card or replacement. Photos are required of the damaged goods and incorrect item before we can proceed. Please keep all packing materials of the parcel. A prepaid shipping label will be provided for returning the products, alternatively, we will reimburse shipping costs, upon providing a receipt showing proof of purchase. All damages or incorrect items will need to be returned before a gift card can be processed.

Reactions:

If you believe you have had an allergic reaction to a Roccoco Botanicals product you have purchased from our website, please contact us within 14 days of receiving your order.

Please send an email to sales@roccoco.com and include:
• your order number
• a photo of the reaction
• a description of the reaction.

A reaction form will be sent for you to fill out.

If you have purchased your products from a clinic, please contact your Esthetician.

Email the completed Reaction Form back to sales@roccoco.com. All products you believe you are reacting to need to be returned to our warehouse. Returned products must be at least 20% full in order for the return to be processed.

We cannot process an allergy return without photos of the reaction. If this cannot be provided, we are unable to accept any returns.

Roccoco Botanicals are unable to cover postage costs associated with reaction returns.

Please note any products purchased through a clinic we cannot process. Please contact your local clinic if you would like to return a product. Each clinic has set their own return policies.