Frequently Asked Questions

What is your return policy?

Refunds will be available for major faults/ defects as per Australian Consumer Law. We stand behind our goods and services and want customers to be satisfied with them. We'll always do our best to take care of customers. We have a strong belief in customer care and strive to treat everyone fairly. It's important we have a record of sale and will work with you to establish a fair outcome. Please call our main office on 1300 329 772 or email

What about returns for purchases at a spa location?

Simply send your item back or bring it to the spa you brought it from and we'll do our best to take care of you.

Do I need a receipt from my purchase?

Your receipt or order number helps us locate your purchase the fastest. If you don't have a receipt, we should be able to find the purchase in other ways, but we may ask you for more information so we can better assist with your request.

Do you take everything back?

Refunds will be available for major faults/ defects as per Australian Consumer Law.

Is there a time limit? What if the item has been used?

We will do our best to take care of customers and deal with them fairly; we ask that our customers treat us fairly as well. From time to time we may not accept a return. There are no time limits for returns or exchanges.

Why does Stephanies request my personal identification for a cash refund when I have my receipt?

This helps verify returns at point of sale and provides proof for our internal auditing procedure to give us the ability to monitor and investigate cash leaving the store.

How do Memberships work?

A Stephanies Membership works in a similar manner to a Stephanies Gift Card. When you purchase a membership, you are credited the valued amount to your account and can use the value at any of Stephanies locations.
Your membership is valid for one year from date of purchase.