Sensibio H2O

Available delivery options and charges for your address are shown at checkout before you pay. When your order is dispatched, we’ll email tracking details where available. If it is late, missing or arrives damaged, contact client care with your order number. You can contact us whether or not you selected Package Protection. Read Delivery & Shipping.

Last updated: 29 October 2026

We hope you love your Skincare Edit order. If something isn't right, here is what we offer and how to return it.

Change of mind

If you change your mind about an order delivered in Australia or New Zealand, you can return a product within 7 days of delivery, as long as it is unopened and unused, in its original sealed packaging.

Returns within Australia are free: email us and we will send you a prepaid Australia Post return label. From New Zealand, return postage is at your cost. Email us first and we will send you our return address, and we suggest a tracked service.

Once the product reaches us and we've checked that it is unopened, we will refund the product price to your original payment method. The refund usually reaches your account within 5 to 10 business days. Delivery charges on the original order aren't refunded for change-of-mind returns.

For hygiene reasons we can't accept change-of-mind returns of products that have been opened, used, or had their seal or shrink-wrap removed. Gift cards can't be returned.

Faulty products

If a product is faulty, email us as soon as you can at skincareedit@melaniegrant.com. Please include your name and order number, the name of the product and a photo of the fault. We will arrange a refund or replacement in line with your rights under the Australian Consumer Law, and we cover the return postage. The 7-day period above applies only to change-of-mind returns. It doesn't limit your rights for faulty products.

A reaction to a product

If a product causes a reaction, stop using it and email us at skincareedit@melaniegrant.com with your name and order number, the name of the product and the symptoms you had. Contacting us early, ideally within 7 days, helps our therapists and the brand look into it. We may ask for photos of the product or the affected area, and one of our therapists will suggest an alternative suited to your skin.

How to make a return

By post

1. Email skincareedit@melaniegrant.com with your order number and the products you are returning.
2. In Australia, we will email you a prepaid Australia Post return label. Pack the products securely and attach the label, or show the label email on your phone at an Australia Post outlet, then drop the parcel at any Post Office or Post Box.
3. In New Zealand, we will email you our return address. Pack the products securely and send them by a tracked service at your cost.

In a studio

You can also return a product in person at Melanie Grant in Double Bay, Sydney, or Armadale, Melbourne.

Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Goods must be of acceptable quality, fit for any purpose we have told you about, and match their description.

• If a product has a major failure (for example, it is unsafe, doesn't match its description or isn't fit for purpose), you can choose a refund or a replacement. You may also be entitled to compensation for any other reasonably foreseeable loss.
• If the failure is minor (for example, the outer packaging is cracked but the product is safe to use), we may choose to repair or replace the product, or give a refund, within a reasonable time. We offer store credit only if you would prefer it.

Nothing in this policy limits these rights. They aren't limited by the 7-day change-of-mind period, and they apply whether or not a product is opened. Where a product is damaged through misuse, accident or abnormal use, these guarantees may not apply. We will need proof of purchase, such as your order number, before providing a remedy.

Package protection

Route package protection is optional at checkout. Whether or not you choose it, if your order is lost, stolen or damaged before it reaches you, contact us and we will help. This doesn't affect your rights under the Australian Consumer Law.

Skincare Edit is operated by Boutique Clinics Pty Ltd (ABN 61 166 189 813), 3 Transvaal Avenue, Double Bay NSW 2028, Australia.

This page matches our Returns Policy.