Returns & Exchanges

Learn about our shipping & returns options in your country

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Change of mind

Should you wish to return an item that you’ve purchased, please email us at [email protected]. You will need to ship us back the item and a credit voucher will be issued to you once we have received the items and inspected them. The credit voucher can be used for online purchases only. Please be advised that the items must meet the following conditions before an online credit will be issued:

  • You contact us within 30 days of receiving your order, citing your order number and intention to return the goods
  • You return the product(s) within 7 days of contacting us
  • Product(s) must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner
  • Product(s) purchased as part of a set or a multi-item pack must be returned as a whole set
  • Gifts with purchase and samples must also be returned if it is included in the original purchase.
  • Items marked as “Clearance” are non-exchangeable and non-returnable
  • Your returned goods must be accompanied by a official Return Authorization Form from us (obtained by contacting customer service)

Please include a note with your name and your Order Number for our reference. Please email us at [email protected] with your courier tracking number/ID.

Note: Shipping costs will not be refunded by MARQ Labs and refund will only be via an online credit voucher. The credit voucher can be used for online purchase only.

Please note: Custom made products, bulk purchases, refurbished units and clearance items are non-returnable.

Incorrect or faulty goods

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Without limiting the foregoing, if an item you receive is defective or incorrect, we will replace it with a non-defective item or provide you with a refund of the cost of the item, provided that:

  • You contact us at [email protected] within 30 days of receiving the item, citing your order number and identifying the defect
  • You return the item within 7 days of contacting us. Items purchased as part of a kit, set or a multi-item pack must be returned as a whole set

We will send you a return label to use in order to return us the defective or incorrect item.

This policy does not apply to change-of-mind returns, or for reasons that the product doesn’t suit your skin tone or similar. If you change your mind about the product, please see our Change of Mind Returns Policy above.

Refunds will only be made to original payment method. For refunds requested over 60 days of completing a payment, a credit voucher will be given in place of a refund.

Missing items

In the rare instance that an item is missing from your order, please contact [email protected] and we will arrange for a replacement for your missing item to be shipped out. In your email please include:

  • Your full name
  • Your order number
  • A photo of your package and contents

Allergic reaction

Please note: We always recommend carrying out a patch test 24 hours prior to use. If you experience an allergic reaction to your patch test please discontinue use and email our Customer Service Team.

You can also find detailed ingredients listings for each product on our online store.

While we strive to enrich our products with skin loving and naturally derived ingredients, different skin types and conditions may react differently to our products.

If you experienced an allergic reaction, please send a detailed description of what occurred along with the pictures to [email protected] to help us find an appropriate solution.

Issues must be reported within 30 days of receipt of item. In certain instances, a medical certificate may be requested to identify if it is the product that caused the allergic reactions.

How do I return a product I purchased from a retail store, salon or distributor?

All items purchased via any of our stockists must be returned to the purchase origin for a refund. Please contact them directly to return or exchange your product.

As brand owners if you have purchased items from one of our official stockist, we can offer an online credit or exchange only, should you wish to return any products. Please be advised that the items must meet the following conditions before an exchange will be issued:

  • You contact us within 30 days of receiving your order, with a copy of your receipt and intention to return the goods
  • You return the product(s) within 7 days of contacting us
  • Product(s) must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner
  • Product(s) purchased as part of a set or a multi-item pack must be returned as a whole set
  • Gifts with purchase and samples must also be returned if it is included in the original purchase.
  • Any discontinued items are non-exchangeable and non-returnable
  • Your returned goods must be accompanied by a official Return Authorization Form from us (obtained by contacting customer service)

Please include a note with your name and a copy of your original receipt for our reference. Please email us at [email protected] with your courier tracking number/ID.

Note: Shipping costs will not be refunded by MARQ Labs and refund will only be via an online credit voucher. The credit voucher can be used for online purchase only.

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