REFUND POLICY

30 DAY RETURNS 


We are happy to offer a store credit, exchange, or refund on full priced products upon receipt of order, subject to the following terms and conditions:

  • Items must be in its original purchase condition - packaging must be unopened/seeled, unused, unmarked, and not defaced in any manner.
  • Items purchased as part of a set or a multi-item pack must be returned as a whole set.
  • Shipping costs associated with the return of the product will not be covered by Dermavault. 

You will be responsible for paying for your own shipping costs for returning your items. Shipping costs from original purchase are non-refundable.

Unfortunately we can not offer you a refund or exchange on the following exclusions:

  • Opened and/or used products
  • Purchase date exceeding 30 days.
  • Sale items and sale packages.
  • Items which have clearly stated as ‘non-returnable’ or ‘non-exchangeable’.

You had an allergic reaction? Oh no!

Everyone is different and skin types/conditions may react differently to our products and brands.

In this rare instance if you've had an allergic reaction to a product, please discontinue use of the product immediately. 

Please send us an email to: hello@dermavault.com.au detailing:

  • Your name and order number
  • The full name of the product that caused an allergic reaction
  • A detailed description of the symptoms experienced
  • Photos of skin reaction

We will communicate with the associated brand and help find an appropriate solution for you. However, please note that allergic reactions are generally very immediate and present themselves within 24-48 hours. We encourage that these cases must be reported within 30 days of purchasing/using the item. If it is past this date, we strongly advise you to seek medical opinion as there may be other factors associated with the allergic reaction. 

Any items returned for ‘Allergy’ concerns must be less than 20% used in order to be eligible for a refund. As stated above, refunds exclude shipping costs. 

Changed your mind? Never mind, it happens and that’s cool!

If you've had a change of heart about an item you have ordered, we'll need to receive it back to us unopened and unused, in the original packaging. 

Faulty, Incorrect or Damaged on arrival...Oh dear, so sorry about that!

If the item you have received is faulty, incorrect or damaged upon arrival, please take a photo and email us at: hello@dermavault.com.au immediately. 

If the item is in stock, we will arrange for a replacement. Otherwise, a refund or a store credit will be issued to you subject to terms and conditions at Dermavault’s discretion. 

WHAT DO I DO?

1. Get in touch 

Please email us at: hello@dermavault.com.au with your:

  • Name and Order Number,
  • Name of the Item/s for returning
  • Reason for return 

 2. We'll get back to you 

One of our Customer Service team members will contact you via email with instructions on how and where to return your item back to us.

Returns address to:

Dermavault
PO Box 511, 
Lidcombe NSW 1825

3. Pack & Send 

Pack up your item carefully, so it reaches us safely. You can re-use your Dermavault packaging, or a similar sized box if you no longer have it.

Following the instructions emailed to you.

Drop the parcel off at either an Australia Post Outlet.

If you are shipping items valued over $100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

4. Then what happens?

Returns from metro areas usually arrive to us within 7 business days, it may take longer from regional or remote areas. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 

We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

5. How long does this take?

We will process your exchange, refund or store credit within 2 business days of your return arriving back to us. Refund payments may take up to 10 working days.

6. Haven’t received your refund yet?

Check your bank account again and/or contact your bank/credit card company, it may take some time before your refund is officially posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at: hello@dermavault.com.au

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