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need to return something? (It is recommended that you view this We offer a 100% money back guarantee on products if you are dissatisfied, subject to a possible returns handling fee (see below). The table below makes it easy to understand how we manage different situations. Please also read the additional information below this table regarding allergic reactions, as well as the legal information available on the INFO drop down menu option. Return handling fee: Where goods are returned because you ordered the wrong product, Prodermal reserves the right to deduct a handling fee of $5 from any refund or credit to you (including GST). Where the original order qualifies for free shipping and a return subsequently reduces the order amount below the threshold for free shipping, Prodermal reserves the right to deduct the applicable shipping charge from any refund. |
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Reason for return request -> |
Not happy with the product |
You ordered the wrong product |
We supplied the wrong product |
Damaged in transit |
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How do you submit a return request? |
Click here to navigate to the MY ACCOUNT page, and then select and complete the RETURN REQUESTS form. |
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Do you have to provide additional information? |
Yes, please provide full information in the online return request form |
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When must you submit the return request by? |
30 days from delivery |
7 days from delivery |
7 days from delivery |
7 days from delivery |
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Do you have to return the product in dispute to Prodermal? |
Yes in all cases, but only once we respond to the online return request. The return address is: Suite 1A Level 2, 802 Pacific Highway, Gordon, NSW 2072 |
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What condition must the product be in when returned? |
Substantially unused |
Unopened and undamaged |
Unopened and undamaged |
Unopened |
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Will shipping costs for the original order be refunded? |
No |
No |
Yes, once returned and checked |
Yes, once checked and we re-supply |
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Will your cost of returning the product to Prodermal be refunded? |
No |
No |
Yes, once returned and checked |
Yes, once checked and we re-supply |
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What will you be entitled to, subject to inspection of the returned product? |
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n/a |
n/a |
Yes |
Yes |
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Yes |
Yes |
n/a |
Yes |
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Yes |
Yes |
Yes |
Yes |
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Yes |
Yes |
Yes |
Yes |
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Who will pay for shipping costs of the re-supply (if applicable)? |
You |
You |
You |
You |
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What happens if you purchased the product with a gift certificate? |
Refunds are not available for a purchase paid with a gift certificate, but a store credit will be provided. If a portion of that purchase was paid by credit card or PayPal, then that portion is eligible for a refund. |
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Allergic reactions If you have an allergic reaction and are concerned it was a result of using a product purchased from us:
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