Refund and Exchange Policy

 

Skincare Return & Refund Policy

At Double Bay Cosmeceuticals, we are committed to providing exceptional products and customer service. Due to the unique nature of skincare and its interaction with individual skin types, we have established the following guidelines for returns and refunds.

1. Consultation Requirement

Before processing a return, an in-depth troubleshooting consultation is required, which includes:

  • Photos/Videos: Time-stamped photos and videos of your skin showing the condition.
  • Makeup & Skincare Details: Photos of the ingredients in your current makeup and other skincare products. These must be time-stamped and will be cross-checked with a relevant professional.

2. Non-Returnable Conditions

Due to the complex nature of skin health, which can be influenced by various factors such as hormonal changes, medications, diet, sleep, hygiene, and stress, we can only accept returns under the following conditions:

  • Misuse for Reactive Skin Conditions: If severe irritation or rashes occur, supported by time-stamped photos/videos and verification by a practitioner. Evidence must confirm that the reaction is not related to perioral dermatitis, rosacea, eczema, or psoriasis—medical conditions our skincare is not designed to treat or cure due to their complex, internal factors.
  • Recent Flare-Ups: Individuals who have experienced flare-ups of these conditions in the past six months should refrain from using our products.
  • Compatibility Issues: Claims must be made within 60 days of purchase. The product must not be finished or half-used to qualify for a return; it should be used to no less than a quarter of its total volume. Severe irritation or rashes must be documented to demonstrate non-compatibility. Claims should be supported by time-stamped photos/videos and a comprehensive review of your makeup, skincare products, and other relevant factors.

3. Product Limitations

Our products are formulated to improve general skin texture, tone, brightening, hydration, and resurfacing. They are not intended to diagnose, treat, or cure any medical conditions.

4. Implementation of Changes

If adjustments to your regimen are recommended, they must be implemented and maintained for a minimum of three weeks. Any issues with the skincare should be reported within 60 days of purchase.

5. Product Returns and Replacements

  • Replacement Option: If a return is not viable, a replacement product may be offered. This will require another three-week compatibility review with time-stamped photos/videos to ensure suitability.
  • Post-60 Days: If a replacement is provided, the 60-day return period restarts from the date of receiving the replacement product. After 60 days from the receipt of the replacement product, no further refunds or exchanges can be processed. If the replacement is also unsuitable, a detailed assessment will be conducted to determine eligibility for a refund.

6. Refund Process

  • Eligibility for Refunds: To qualify for a refund for change of mind, the item must be unused, in the same condition as received, and in its original packaging. If the product is incompatible the product must not be finished or half-used; it should be used to no less than a quarter of its total volume.
  • Change of Mind: Refunds cannot be offered for change of mind unless the product meets the conditions outlined above.
  • Inspection: Upon receipt and inspection of the returned item, you will be notified of the refund status.
  • Processing: If approved, your refund will be processed, and a credit will be applied to your original payment method. Please allow up to 10 business days from receipt of the returned product for the funds to appear in your account.

7. Exchanges

  • Defective or Damaged Items: Defective or damaged items will be replaced. To exchange for the same item, email us at admin@doublebaycosmeceuticals.com.
  • Eligibility Criteria: Claims must be made after 60 days of purchase with time-stamped images showing non-compatibility. All remaining items must be returned for quality testing. Return shipping costs are non-refundable.

8. Misuse or Neglect

Double Bay Cosmeceuticals reserves the right to deny exchanges, refunds, or repairs where the fault results from misuse or neglect.

For any questions or further assistance, please contact our customer support team.