Refund policy

Last updated: 2 October 2026

Your 90-Day Results Guarantee

Record your progress at four checkpoints. All days count from delivery.

• Day 1: Take your starting photo before your first session. Submit within 7 days of delivery.
• Day 30: Submit between days 30–37.
• Day 60: Submit between days 60–67.
• Day 90: Submit between days 90–97.

Send your photos your way

myBeam: Sign in with your order email. Where guarantee check-ins are available, submit front, left and right photos. Check that each submission shows as saved.

Email: Send one photo per checkpoint to concierge@feelthebeam.com. We confirm receipt within 2 business days. No confirmation? Send it again.

Email remains available during the transition. If myBeam is unavailable or a save is unconfirmed, email within the same deadline.

Use original photos with consistent lighting and angles, without makeup, filters or edits. No screenshots. A starting-photo label in myBeam does not verify that a photo was taken before first use.

If you see no difference

After your Day 90 submission and before day 120, email us to claim. A complete photo record is required; we do not grade your results.

We send a prepaid return label within 5 business days. Once your device arrives and meets the conditions below, we refund the full device price within 10 business days.

Keep the box. Keep all parts.

Return your device in its original packaging, with all parts and packaging intact. Normal wear from recommended use is acceptable.

Returns showing excessive use or damage may be rejected or subject to a depreciation fee.

• Excessive use means use beyond our recommended treatment guidelines or any commercial use.
• Depreciation fees apply only in rare cases involving signs of misuse or damage.

Late or unsuitable photos, claims after day 120, and returns that do not meet these conditions are not covered by this voluntary guarantee.

Not seeing progress by day 30? Email our concierge team for guidance on your treatment routine and technique.

Changed your mind?

Return within 30 days of delivery with the box seal unbroken. Email us for a prepaid label and a full refund.

Include everything supplied, including gifts. A missing gift’s listed value is deducted. Opened products are not eligible for change-of-mind returns; the Results Guarantee may still apply.

Need help with a problem?

Faulty device or skin reaction? The voluntary return conditions above do not apply. See our Warranty page. For a skin reaction, stop using the device and email us. We will never ask you to keep using a device that is hurting you.

Cancel or change an order: Email before it ships. After shipping, the change-of-mind policy applies.

Damaged in transit: Send photos of the device and box promptly, ideally within 48 hours. This does not limit your rights.

Returning a parcel: Use our label and keep the tracking number. If it goes missing, we will trace it.

Refund method: Refunds go to your original payment method. Most banks show them within 10–14 days.

Your photos and your rights

Your photos support progress tracking and guarantee reviews. Marketing use needs separate written permission. See our Privacy Policy for storage, access and deletion details.

These voluntary programmes are for personal use. We may decline voluntary returns involving a pattern of buying and returning, or commercial or resale use.

Nothing here limits your rights under Australian Consumer Law. The terms and guarantees that applied when you purchased remain applicable to your order.

Questions?
concierge@feelthebeam.com