At Frei Studio, we are committed to providing high-quality aesthetic and skincare services to all of our clients. Our Refund & Returns Policy is designed to protect your rights as a consumer under the Australian Consumer Law (ACL). Our services and products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL) Guarantees. This policy ensures that our services and products meet the highest standards and that you understand your rights should you need to request a refund or return.
Under the Australian Consumer Law (ACL), all services provided by Freistudio are guaranteed to be delivered with due care and skill. This means:
We strive to ensure that all our services meet the highest industry standards.
We take the time to assess your needs and deliver treatments that are safe and effective.
If our services fail to meet these guarantees, you are entitled to a remedy under the ACL, which may include a refund, replacement, or a re-performance of the service.
While we always strive to provide the best experience for our clients, we want to clarify that refunds are not typically provided for change of mind on services that have already been rendered. Once a treatment has been completed or a service has been provided, we are unable to offer a refund simply because you have changed your mind.
However, if you feel dissatisfied with the results of a treatment or service, we encourage you to get in touch with us immediately. We aim to resolve any concerns you have, which may include offering a corrective treatment or another suitable solution.
We understand that skincare products are a personal choice, and sometimes they may not meet your expectations. Our policy for returning products is as follows:
Unopened Products: If you wish to return a product, it must be unopened and in its original packaging. We do not accept returns on opened products due to hygiene and safety regulations.
Return Window: Products may be returned within 14 days of purchase. You will need to provide proof of purchase (receipt or order confirmation).
Refunds or Exchange: We will offer either a full refund or an exchange for any unopened products returned in accordance with this policy.
We take every precaution to ensure that our treatments provide the results you expect, but we acknowledge that in rare cases, a treatment may not result in the desired outcome or could cause an adverse reaction. If you experience any dissatisfaction or unexpected results from a treatment, we ask that you follow this process:
Immediate Review: Contact us within 7 days of your treatment to schedule a follow-up consultation. During this consultation, we will assess your situation and discuss potential corrective treatments or options.
Clinical Review Process: Our team of qualified professionals will review your case thoroughly, ensuring that any issues are addressed in a safe and effective manner. We may offer a corrective treatment at no additional charge if the results fall short of what was promised.
Refund Consideration: If a clinical review finds that the service provided was inadequate or did not meet expectations due to a fault on our part, we will offer you a refund or re-performance of the treatment, as appropriate under the ACL.
The Australian Consumer Law (ACL) provides consumers with specific rights when goods or services do not meet acceptable standards. These include:
The right to a remedy if services are not provided with due care and skill or fail to achieve the intended result.
The right to request a refund, replacement, or repair if goods purchased (e.g., skincare products) are faulty or do not match the description provided at the time of purchase.
The right to a fair solution if you are dissatisfied with a service or product under the ACL.
If you are not satisfied with the service or product you received, please follow these steps:
Contact Us: Reach out to us via email at hello@freistudio.com.au or call us at 0494 320 803 as soon as possible after your treatment or purchase.
Provide Details: Be prepared to provide relevant details, including your booking or product information, any concerns you have, and your proof of purchase.
Clinical Consultation: If applicable, we will schedule a consultation to discuss your concerns and explore possible resolutions.
If you have any questions about this Refund & Returns Policy or need further assistance, please don’t hesitate to contact us:
Phone: 0494 320 803
Email: hello@freistudio.com.au
Address: Fifth Avenue LifeStyle, Suite 17, 27 Stoneham Street, Greenslopes 4120, Brisbane, QLD, Australia.
