Refund Policy

Last updated: October 2026

This Refund Policy applies to treatments, prepaid treatments, treatment packages, products, deposits, gift cards, credits and promotional purchases made through ELIIXA.

This policy should be read together with ELIIXA's Terms and Conditions.

Nothing in this Refund Policy excludes, restricts or modifies any right or remedy available under the Australian Consumer Law.

1. Change of Mind

ELIIXA does not provide refunds for change of mind.

• changes their mind after purchasing a treatment or package
• decides not to continue a treatment program
• no longer wishes to receive a purchased treatment
• wishes to exchange a purchased treatment for another service
• is unable to complete a package within the applicable validity period for reasons unrelated to medical or clinical suitability
• purchases a treatment, package or product that is subsequently offered at a different promotional price.

Nothing in this section affects any rights available under Australian Consumer Law.

2. Prepaid Treatments and Packages

Prepaid treatments and packages are not refundable for change of mind.

Laser treatment packages are valid for 12 months from the date of purchase.

Skin treatment packages are valid for 6 months from the date of purchase.

Clients are responsible for booking appointments with sufficient time to complete their treatment program before the applicable expiry date.

Appointment availability close to an expiry date does not automatically entitle a client to an extension.

Unused treatments remaining after the applicable expiry date will ordinarily expire unless ELIIXA approves an extension or another remedy is required by law.

3. Medical Circumstances and Package Extensions

Package extensions are not automatically granted.

Where a diagnosed medical condition, medication, pregnancy or another relevant medical circumstance temporarily prevents a client from safely receiving treatment, ELIIXA may consider extending the applicable package expiry date.

ELIIXA may request reasonable supporting information before approving an extension.

Any extension will be assessed individually having regard to the circumstances, the period during which treatment could not safely be provided and the treatment involved.

An extension does not create an entitlement to a refund.

Nothing in this section affects any remedy required under Australian Consumer Law.

4. Changes to a Treatment Plan

Treatment plans are based on the client's presentation, treatment goals and clinical suitability at the time of assessment.

Individual responses to treatment vary.

This is particularly relevant to laser treatments, where a client may respond sooner or differently than initially anticipated and the original treatment frequency, treatment area or treatment plan may no longer be clinically appropriate.

Where appropriate, ELIIXA may recommend that treatment be delayed, modified, reduced, substituted or otherwise adjusted.

Any adjustment to a prepaid treatment or package will be considered having regard to treatment response, clinical suitability and the circumstances of the individual client.

A clinical change to a treatment plan does not automatically entitle the client to a monetary refund.

Where appropriate, ELIIXA may approve an alternative treatment, package adjustment, clinic credit or another suitable arrangement.

5. Treatment Suitability

All treatments remain subject to individual consultation and suitability.

Purchasing a treatment or package does not guarantee that a particular treatment will be provided.

ELIIXA or the treating practitioner may decline, postpone or modify treatment where it is considered unsafe, clinically inappropriate or otherwise unsuitable.

Where a client becomes temporarily unsuitable for treatment, ELIIXA may postpone treatment or consider an appropriate package extension.

Where a client becomes permanently medically unsuitable for a prepaid treatment, ELIIXA will assess the circumstances individually.

Depending on the circumstances, ELIIXA may offer an alternative appropriate treatment, clinic credit, package adjustment or another remedy.

Where Australian Consumer Law requires a particular remedy, that remedy will be provided.

6. Treatment Transfers and Substitutions

Prepaid treatments and packages are purchased for the individual client and cannot be transferred, shared, sold or assigned to another person unless expressly approved by ELIIXA.

Treatments, treatment areas and services cannot be exchanged or substituted simply because a client changes their mind.

Where ELIIXA determines that a different treatment is clinically more appropriate, ELIIXA may approve a treatment substitution or package adjustment.

Where an approved replacement treatment has a higher price, the client may be required to pay the difference.

Any remaining value or adjustment will be determined by ELIIXA having regard to the original purchase price, treatments already provided and the circumstances of the adjustment.

7. Treatment Results

Individual results from skin, laser and cosmetic treatments vary.

ELIIXA does not guarantee a particular cosmetic or aesthetic outcome.

Results can be affected by factors including skin type, age, medical history, medications, hormonal factors, lifestyle, sun exposure, treatment frequency, home care and compliance with pre treatment and post treatment instructions.

A client will not ordinarily be entitled to a refund solely because the result differs from their personal expectation where the service has otherwise been appropriately provided and complies with applicable consumer guarantees.

Clients who have concerns regarding a treatment result should contact ELIIXA so the matter can be appropriately reviewed.

Where appropriate, ELIIXA may request photographs or arrange a review appointment.

8. Deposits

Where ELIIXA requires a deposit to secure an appointment, the deposit will ordinarily be applied toward the cost of the treatment when the appointment is attended.

Cancellation, rescheduling, late arrival and no show conditions relating to deposits are governed by ELIIXA's Terms and Conditions and the conditions accepted at the time of booking.

Where ELIIXA cancels an appointment and an appropriate alternative cannot reasonably be arranged, the deposit may be transferred, credited or refunded as appropriate.

Where a practitioner determines that a treatment cannot appropriately proceed following assessment, ELIIXA will assess the appropriate treatment, credit or refund arrangement having regard to the circumstances and applicable law.

9. Cancellations, No Shows and Late Arrivals

Appointment cancellations, rescheduling, no shows and late arrivals are governed by ELIIXA's Terms and Conditions and the cancellation conditions agreed to at the time of booking.

Where applicable, a booking deposit may be retained or a prepaid treatment may be deducted in accordance with those Terms.

Please refer to the ELIIXA Terms and Conditions for the complete appointment and cancellation policy.

10. Promotional Purchases

Treatments, packages and products purchased during a promotion are subject to the conditions of the relevant promotion in addition to this Refund Policy and ELIIXA's Terms and Conditions.

Promotional purchases are not refundable solely because a client changes their mind.

Promotional pricing cannot be retrospectively applied to treatments, packages or products purchased before the commencement of a promotion.

A client is not entitled to a refund or price adjustment solely because the same or a similar treatment is subsequently advertised at a lower price.

Prepaid promotional treatments remain subject to their applicable expiry period unless different conditions were expressly stated as part of the promotion.

Nothing in this section affects any rights under Australian Consumer Law.

11. Products

ELIIXA does not generally provide refunds or exchanges on skincare, cosmetic or personal care products for change of mind.

For hygiene and safety reasons, opened or used products cannot generally be returned simply because a client changes their mind.

Where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee, ELIIXA will provide the remedy required under Australian Consumer Law.

Clients who experience an unexpected reaction to a product should discontinue use where appropriate and contact ELIIXA.

ELIIXA may request information about the product and the reaction to assist in assessing the matter.

12. Gift Cards and Vouchers

Gift cards and vouchers are not redeemable for cash except where required by law.

Gift cards and vouchers are subject to the validity period and conditions communicated at the time of purchase, including any minimum validity period required by Australian law.

Treatments purchased or redeemed using a gift card remain subject to individual treatment suitability.

Where a client is unsuitable for a particular treatment, ELIIXA may recommend an appropriate alternative where available.

13. Clinic Credit

Where ELIIXA approves clinic credit, the applicable value, expiry date and conditions will be communicated to the client.

Clinic credit is not redeemable for cash unless required by law.

The provision of discretionary clinic credit does not create an obligation for ELIIXA to provide the same remedy in different circumstances or to other clients.

14. Third Party Payment Providers

Where a treatment, package or product has been purchased using a third party payment provider, including a buy now pay later service, any approved refund may also be subject to the payment provider's processing requirements.

ELIIXA does not control the processing time of an independent payment provider.

Using a third party payment provider does not remove any rights available to a client under Australian Consumer Law.

15. Refund Method

Where ELIIXA approves a monetary refund, the refund will generally be processed using the original payment method where reasonably possible.

Processing times may vary depending on the financial institution or payment provider.

Where the original payment method is unavailable, ELIIXA may require reasonable information to verify the client and arrange an alternative refund method.

16. Australian Consumer Law

Our goods and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Refund Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded.

Depending on the circumstances, a client may be entitled to a refund, replacement, repair, repeat service, compensation or another remedy where goods or services fail to comply with applicable consumer guarantees.

ELIIXA will comply with its obligations under Australian Consumer Law.

17. Refund and Remedy Requests

Clients seeking a refund, credit or other remedy should contact ELIIXA directly and provide sufficient information for the matter to be assessed.

• details of the treatment, package or product
• the date of purchase or treatment
• photographs where relevant
• information regarding a treatment reaction or concern
• attendance at a review appointment where clinically appropriate
• supporting information where a medical circumstance is relied upon.

Each request will be assessed having regard to the circumstances, this Refund Policy, ELIIXA's Terms and Conditions and applicable Australian law.

18. Contact ELIIXA

Questions or concerns regarding refunds, packages, credits or purchases should be directed to ELIIXA using the contact details published on our website.

ELIIXA
Moonee Ponds, Victoria
0423 328 700
info@eliixa.com.au