Terms of service

Last updated: 26 July 2026

These Terms of Service apply when you visit www.firmr.com, create an account or purchase from Firmr. By using the site, you agree to these terms and the policies linked below. Nothing in these terms excludes, restricts or modifies any right or consumer guarantee that cannot legally be excluded, including rights under the Australian Consumer Law.

1. About Firmr

Firmr is an Australian skin-care business based in Victoria. Our online store is hosted by Shopify, which provides the ecommerce platform we use to offer our products and services.

2. Using the site

You must use this site lawfully and provide accurate, current information when creating an account or ordering. You are responsible for keeping your account access secure. Contact us promptly if you believe your account has been used without permission.

3. Products and skin-care information

We take reasonable care to describe products, ingredients, sizes, directions, availability and prices accurately. Packaging, ingredient lists and appearance may change. Always check the product packaging for the current ingredient declaration and directions before use.

Site content is general cosmetic and educational information, not medical advice, and is not intended to diagnose, treat, cure or prevent a medical condition. Individual responses vary. Follow label directions, patch test where appropriate and ask a qualified healthcare professional if you are pregnant, breastfeeding, managing a skin condition, taking medication or unsure whether a product is suitable.

4. Orders, prices and payment

Submitting an order is an offer to purchase. An order is accepted when we send confirmation and payment is processed. We may decline or cancel an order before dispatch where stock is unavailable, information is incorrect, fraud is reasonably suspected or we cannot lawfully fulfil it. If we cancel after payment, we will refund the affected amount.

Review your order and address before submitting it. Contact us quickly if something needs changing; we cannot guarantee changes after fulfilment begins. Prices are shown in the currency selected for your market and include Australian GST where applicable. Shipping, duties and taxes that apply to your destination are shown at checkout where available.

5. Subscriptions

When you choose a subscription, you authorise recurring charges at the price and frequency shown before checkout until cancellation. Manage, skip, pause or cancel future orders using the secure subscription link or your account, subject to our Subscription cancellation policy. Cancelling does not reverse an order already processed.

6. Shipping, returns and consumer guarantees

Delivery timeframes are estimates and can be affected by carriers, customs, public holidays and events outside our reasonable control. See our Shipping policy.

Because Firmr products are personal-care goods, we do not accept returns or exchanges for change of mind. This does not affect rights under the Australian Consumer Law or other applicable consumer-protection laws. If a product is damaged, incorrect, faulty or does not meet a consumer guarantee, contact us so we can assess the issue and provide the remedy required by law. See our Return and refund policy.

7. Promotions

Promotions may have separate eligibility, timing and product conditions. Unless stated otherwise, discounts cannot be combined, exchanged for cash or applied retrospectively. We may correct or withdraw a promotion where required by law or where an error, misuse or unauthorised activity has occurred.

8. Intellectual property and submitted content

Firmr branding, product names, photographs, copy, graphics and site design are owned by or licensed to Firmr. You may use the site for personal, non-commercial purposes but must not reproduce or commercially exploit its content without permission, except where the law permits.

If you submit a review, image or comment, you confirm it is accurate, lawful and does not infringe another person’s rights. You grant Firmr a non-exclusive, worldwide, royalty-free licence to display and adapt that content for operating and promoting Firmr, subject to our Privacy Policy and any separate permission terms. We may moderate or remove content where reasonably necessary.

9. Privacy and third parties

Our handling of personal information is described in our Privacy Policy. Shopify, payment providers, carriers and other linked services may apply their own terms and privacy practices. Firmr is not responsible for third-party services outside our reasonable control, but nothing in this section limits any responsibility Firmr has under law.

10. Availability, liability and changes

We aim to keep the site available, secure and accurate, but access may be interrupted for maintenance, updates or events outside our control. To the maximum extent permitted by law, Firmr is not liable for indirect or consequential loss that was not reasonably foreseeable. Nothing in these terms limits liability or remedies where doing so would be unlawful.

We may update these terms to reflect changes to our services, practices or legal obligations. The current version and update date will appear here. These terms are governed by the laws of Victoria, Australia, and the courts of Victoria have non-exclusive jurisdiction.

11. Contact

Questions can be sent to hello@firmr.com.

Firmr
23 Elma Road
Cheltenham VIC 3192
Australia
ABN 57 653 561 061