Refund & Returns Policy
Last updated: 3 July 2026
Our returns, refunds and warranty terms. Your rights under the Australian Consumer Law (ACL) always apply and are not affected by this policy.
1. Change of mind — no refunds, returns or exchanges
Please choose carefully. We do not offer refunds, returns or exchanges for change of mind. (Australian law does not require a change-of-mind refund.)
2. Faulty or non-conforming products (your consumer guarantees)
If your ARCHER is faulty, not of acceptable quality, not as described, or not fit for a purpose we told you it was fit for, you are entitled to a remedy under the ACL:
- Major failure — you choose a refund or a replacement, plus compensation for any other reasonably foreseeable loss. (A major failure includes goods that are unsafe, significantly different from their description, or that can't easily be fixed within a reasonable time.)
- Minor failure — we will repair the product within a reasonable time; if we can't, you can choose a refund or replacement.
These rights apply regardless of our 12-month warranty and can apply beyond the warranty period for a durable product like ARCHER.
3. How to make a faulty-product or warranty claim
Email concierge@archerskin.com with your order number and a description of the issue. Our concierge team will schedule a short video call to help confirm the fault and resolve your claim quickly. Keep your proof of purchase. The video assessment helps us resolve claims fast — it does not replace or limit your ACL rights, and for a major failure you remain entitled to choose a refund or replacement.
4. Refunds
Where a refund applies, it is made to your original payment method within a reasonable time.
5. Warranty
See the Warranty page for the 12-month warranty and how the concierge assessment works.
6. Contact
The Lumia Group Pty Ltd · concierge@archerskin.com.
Our returns, refunds and warranty terms. Your rights under the Consumer Guarantees Act 1993 (NZ) always apply and are not affected by this policy.
1. Change of mind — no refunds, returns or exchanges
Please choose carefully. We do not offer refunds, returns or exchanges for change of mind. (New Zealand law does not require a change-of-mind refund.)
2. Faulty or non-conforming products (your consumer guarantees)
If your ARCHER is faulty, not of acceptable quality, not as described, or not fit for a purpose we told you it was fit for, you are entitled to a remedy under the CGA:
- Failure of a substantial character — you can reject the goods and choose a refund or a replacement, plus compensation for any other reasonably foreseeable loss. (This includes goods that are unsafe, substantially unfit for purpose, or that a reasonable consumer would not have bought knowing of the fault.)
- Other failures — we will repair or replace the product, or refund you, within a reasonable time; if we don't, you can reject the goods and choose a refund or replacement.
These rights apply regardless of our 12-month warranty and can apply beyond the warranty period for a durable product like ARCHER.
3. How to make a faulty-product or warranty claim
Email concierge@archerskin.com with your order number and a description of the issue. Our concierge team will schedule a short video call to help confirm the fault and resolve your claim quickly. Keep your proof of purchase. The video assessment helps us resolve claims fast — it does not replace or limit your CGA rights, and for a failure of a substantial character you remain entitled to choose a refund or replacement.
4. Refunds
Where a refund applies, it is made to your original payment method within a reasonable time.
5. Warranty
See the Warranty page for the 12-month warranty and how the concierge assessment works.
6. Contact
The Lumia Group Pty Ltd · concierge@archerskin.com.
Our returns, refunds and warranty terms for US customers.
1. No change-of-mind returns or refunds
Please choose carefully. We do not offer refunds, returns or exchanges for change of mind. (US federal law has no general "cooling-off" right for ordinary online purchases.)
2. Faulty products are covered
If your ARCHER is defective, you are covered by our 12-month Limited Warranty and by the implied warranties under your state's Uniform Commercial Code. Some states give you additional rights.
3. How to make a warranty / faulty-product claim
Email concierge@archerskin.com with your order number and the issue. Our concierge team will schedule a video call to complete an assessment and then resolve your claim.
4. Shipping timing (FTC Mail Order Rule)
We ship within the time stated at checkout, or within 30 days if none is stated. If we can't, we'll notify you and offer the choice to consent to the delay or cancel for a prompt refund.
5. How refunds are issued
Where a refund applies, it is issued to your original payment method promptly — generally within one billing cycle for card payments.
6. Contact
The Lumia Group Inc · concierge@archerskin.com.