Returns & Warranty
What Is Your Returns Policy?
We allow our customers to return any product(s) for any reason so long as the product(s) are returned in the same condition they were originally sold in. Customers have 30 days after receiving their order to send a request to return that order.
Items must be in their original sealed packaging to be returned. We cannot accept returns for products that have been removed from their packaging for health and safety reasons.
What Is Your Process to Return an Order?
Head over to the Contact Us page and send us a message or email us directly (firstname.lastname@example.org). Make sure to reference your order number so that we can find your order.
Once we have received your request we will send the returns address to you and then you may send your order back to us (make sure to send it back with tracking and provide us with the tracking number).
Please note: We will not pay the cost of returning an order. It will probably be around $5 to do so but this depends on the courier company you use.
When your order has been received we will have it refunded. The refund will be processed back to your original payment method (your credit card/debit card etc).
How Long Will My Refund Take?
This depends on the payment processor. PayPal and Stripe usually take around 5 working days, and they will confirm directly with you that a refund has been processed.
What if My Card Has Expired? How Will I Get a Refund Then?
If you paid with a card which has subsequently expired then you will need to contact your bank first. They can offer some advice on what to do. The worst case scenario, if you’re not able to get a refund to your card, is that we refund you directly via bank transfer. However, we prefer not to do this as we would not be refunded the card transaction fees.
What Is Your Warranty Policy?
You are fully covered under the Consumer Guarantees Act which means everything you order comes with a 1 year warranty as a minimum.
What Is the Process to Return an Order Under the Warranty Policy?
It is exactly the same as the normal returns policy except that we will cover all postage costs. If you require a refund we will also refund you in full (including any postage costs incurred by us).
We can arrange for the courier to pick-up from your address and provide all of the required packaging material.
Basically, you will either receive a replacement at no cost. Or, you will receive a full refund and not be left out of pocket at all.
Is Anything Excluded Under the Warranty Policy?
Consumables and disposables are not covered as these are not expected to last one year.
For instance, derma rollers are partly a consumable/disposable product. The needles are not expected to last a year as they become blunt when used. Other parts of a derma roller, such as the handle and case are expected to last a full year.
A different example would be an ice roller. This is not a disposable product as it does not wear out with use (at least, not quickly) and it should still be in working condition a year after purchasing.