Refund policy
Last updated: 24 September 2026
This policy applies to EVA KARPATI and other skincare products bought from our online store, which is operated by Karpati Natural Pty Ltd, trading as Eva Karpati Skin Clinic. It doesn't apply to clinic treatments, consultations or programs, which are covered by the terms you receive when you book.
Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure with a product, you are entitled to a replacement or a refund, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the product replaced if it fails to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Faulty, damaged or incorrect items
Please check your order when it arrives. If a product is faulty, arrives damaged or isn't what you ordered, email orders@evakarpati.com with your order number and a photo. We'll arrange a replacement or refund and cover the cost of any return postage.
Change of mind
For hygiene reasons, we can only accept change-of-mind returns on products that are unopened, unused and still sealed in their original packaging. You have 30 days from delivery to request one.
- Email orders@evakarpati.com with your order number and the items you'd like to return. Please don't send items back before we've replied.
- Change-of-mind return postage is paid by you. We recommend a tracked service, as we can't refund items that don't reach us.
- Opened or used products can't be returned for change of mind. This doesn't affect your rights if a product is faulty.
- Gift cards can't be returned for change of mind.
If your skin reacts to a product
Stop using the product and seek advice from a health professional if needed. Then contact us on (02) 9363 2395 or at orders@evakarpati.com so we can talk it through with you.
Return address
Eva Karpati Skin Clinic
Suite 2:04, Level 2
30-36 Bay Street
Double Bay NSW 2028
Australia
Refunds
We'll email you once we've received and checked your return. Approved refunds go back to your original payment method within 10 business days. Your bank may take a few more days to process it. Original shipping charges are refunded when the return is because of our error or a faulty product.
Exchanges
The quickest way to swap a product is to return the unopened item under this policy and place a new order.
Contact
Phone (02) 9363 2395 · Email orders@evakarpati.com