Manufacturing faults
Eligible products may be covered where a fault results from defective materials or workmanship under normal intended use.
Warranty
SheenSkin product support
Confidence beyond your purchase.
We stand behind the quality of eligible SheenSkin products. This page explains our warranty coverage, what is not covered and how to contact our team if something goes wrong.
Make a warranty claimSimple claim process
Contact our team with your order details, a description of the fault and clear photographs or video showing the issue.
Your legal rights remain
This voluntary warranty operates in addition to rights and remedies available under Australian Consumer Law.
What this warranty covers
Subject to the terms below, SheenSkin’s voluntary warranty covers eligible devices and reusable accessories against manufacturing defects in materials or workmanship during the warranty period stated for that product.
- ✓ Electrical or operational faults caused by a verified manufacturing defect.
- ✓ Components that fail during normal domestic use despite being used according to the product instructions.
- ✓ Defects present when the product was supplied but not reasonably identifiable upon delivery.
Products and purchases
A claim must relate to an authentic SheenSkin product purchased directly from SheenSkin or an authorised retailer. Proof of purchase may be required.
Consumable skincare, opened cosmetic products and products designed to be used up are generally not covered by a voluntary device warranty.
What is not covered
The voluntary warranty does not cover faults or damage caused by circumstances unrelated to a manufacturing defect.
- – Accidental damage, dropping, crushing, impact, fire, liquid exposure or improper storage.
- – Misuse, neglect or use contrary to the product instructions or safety information.
- – Unauthorised repairs, alterations or use with incompatible chargers, accessories or components.
- – Cosmetic changes that do not affect product operation, including scratches, discolouration or ordinary wear.
- – Commercial, salon, rental or professional use where the product was designed for personal domestic use.
Excessive or abnormal use
The voluntary warranty does not cover ordinary wear, deterioration or damage caused by excessive, continuous or abnormal use beyond the product’s intended personal-use frequency or operating conditions. Regular use alone does not automatically void the warranty. The reported issue will be assessed to determine whether it resulted from a manufacturing defect or use-related wear.
Repair, replacement or another remedy
SheenSkin may request photographs, video, troubleshooting information or return of the product so the reported issue can be assessed.
Where a claim is accepted, SheenSkin may provide an appropriate repair, replacement or another remedy permitted by law.
Returning a product
Do not return a product before contacting SheenSkin and receiving return instructions. Unauthorised returns may experience delays.
Making a claim
Send us the details and we’ll review the issue.
Providing complete information helps our team assess your claim more efficiently.
Find your order
Include your order number, purchase date and the name used to place the order.
Describe the issue
Explain what happened, when the issue began and any troubleshooting already completed.
Add clear evidence
Attach photographs or a short video clearly showing the product and reported fault.
Contact SheenSkin
Email the information to support@sheenskin.co and wait for assessment instructions.
Australian Consumer Law
Your statutory rights.
SheenSkin’s voluntary warranty is provided in addition to other rights and remedies available under Australian Consumer Law. It does not exclude, restrict or modify rights that cannot lawfully be excluded, restricted or modified.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation 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.
Product support
Something isn’t right? Speak with us.
Send your order information, a description of the issue and clear photographs or video to our support team.
Email support@sheenskin.coWarranty claims are individually assessed. Damage or deterioration caused by accidental damage, misuse, unauthorised modification, commercial use, improper care or excessive use beyond the product’s intended operating conditions may not be covered by the voluntary warranty. These terms do not exclude rights or remedies available under Australian Consumer Law.