returns

need to return something?

(It is recommended that you view this
page on a tablet or PC)

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.

 

Reason for return request ->

Not happy with the product

You ordered the wrong product

We supplied the wrong product

Damaged in transit

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.

Do you have to provide additional information?

Yes, please provide full information in the online return request form

When must you submit the return request by?

30 days from delivery

7 days from delivery

7 days from delivery

7 days from delivery

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

What condition must the product be in when returned?

Substantially unused

Unopened and undamaged

Unopened and undamaged

Unopened

Will shipping costs for the original order be refunded?

No

No

Yes, once returned and checked

Yes, once checked and we re-supply

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

What will you be entitled to, subject to inspection of the returned product?

 

  • Replacement

n/a

n/a

Yes

Yes

  • Credit against different product

Yes

Yes

n/a

Yes

  • Refund

Yes

Yes

Yes

Yes

  • Store credit

Yes

Yes

Yes

Yes

Who will pay for shipping costs of the re-supply (if applicable)?

You

You

You

You

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.

 

Allergic reactions

If you have an allergic reaction and are concerned it was a result of using a product purchased from us:

  • Stop using the product immediately.
  • Advise us of the reaction by clicking here to complete the contact form, or by calling us on 02 9423 3690. A qualified skin therapist will communicate with you to provide professional advice.
  • You are entitled to return the product at your discretion. Please see the table above for further information.