Consumer Exchanges, Refunds, and Returns Policy

 

REFUND & EXCHANGE SERVICE  POLICY

 

 

In addition to your Statutory Rights,

We want you to be completely satisfied with your purchase. In the unlikely event, one of our products does not meet your expectations, we will be happy to offer you a replacement, refund or exchange refund given the following conditions have been met:-

 

 

 

Contact Customer Service- Products must be returned within 7 days of purchase.

The product and packaging must be in their original saleable condition unopened, undamaged, and unused.

 

Reactions contra 

In the unlikely event, you experience a reaction to a product, you have the option of an exchange or refund. Notification must be made within 7 days of purchase or up to 30 days from purchase with supporting documentation will be required (i.e.photos- statutory declaration, doctor’s certificate, a letter from a pharmacist). 

If You have preexisting conditions  that may affect the use of the products you have a duty to disclose these at the time of purchase,

 

How to make an exchange or receive a refund (online purchase):

 

Contact Customer Service by close of business the day after receiving products, via phone or email, and provide proof of purchase.

Products should be returned within 7 days of receipt to our Online Returns/Exchange address:

 

Provided the conditions of our Refund & Exchange Policy have been met, refunds will be processed via credit card or bank transfer.

 

Please note that delivery costs will be excluded unless goods are returned in accordance with your Statutory Rights (e.g. they are faulty or not as ordered).

 

Standard delivery charges apply on re-delivery for online exchanges unless goods are exchanged in accordance with your Statutory Rights (e.g. they are faulty or not as ordered).

 

to deal with your concerns quickly, efficiently, and fairly and be completely transparent in everything we do. We will do whatever we can to solve your problem in a fair, ethical, and compassionate manner.

 

We undertake to reimburse you for any product delivered to you that is faulty or is in a damaged condition as per Australian Consumer Law.

If you wish to return a faulty or damaged product, you must notify us through our designated “Contact Us” webpage prior to returning the damaged goods.

Refunds for a change of mind 

Generally, a store does not & we do not have to give a refund or replacement if a customer simply changes their mind about a product.

Under the Australian Consumer Law, the customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees.

This also applies to services - or Treatment packages purchased.

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In-store policies

 

However, the in-store policy cannot take away the customer’s rights under the Australian Consumer Law.

If a store does not have a change of mind policy, the customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees.

 

When a consumer is not entitled to a remedy

A consumer is not entitled to a remedy when a supplier does not meet one of the consumer guarantees due to something:

  • someone else said or did (excluding the supplier’s agent or employee), or 

  • beyond human control that happened after the goods or services were supplied eg - pandemic restrictions - personal reasons etc

  • Gift cards and vouchers are not covered by the three-year period if they:

  • are sold for goods or services at a genuine discount 

 

                                         Cancellations

   For all treatment bookings, a minimum 48hr cancellation notice is required,

   A $50 Booking Fee will be applied. no exceptions  

 

link for Consumer affairs  

http://www.vic.gov.au/