Refund and Exchange Policy

At Double Bay Cosmeceuticals, we strive to deliver high-quality skincare products and exceptional customer service. Due to the nature of skincare and its interaction with individual skin types, we have established the following return and refund guidelines:

1. Consultation Requirement

Before a return can be processed, an initial consultation is required. This includes:

• Documentation: Providing time-stamped photos or videos showing the condition of your skin and details of other skincare or makeup products used.

2. Return Conditions

Returns are only accepted under the following conditions:

• Irritation/Redness: Severe irritation or redness must be documented and verified as not related to existing skin conditions such as dermatitis, rosacea, eczema, or psoriasis.
• Compatibility Issues: Claims must be made within 60 days of purchase. Products should not be finished or excessively used; they must be used to less than a quarter of their total volume. Documentation of irritation is required.

3. Limitations of Liability

Our products are designed to enhance general skin health, including hydration, brightening, and texture improvement. They are not intended to treat or cure medical conditions. Skincare results depend on various factors including diet, lifestyle, and overall wellness.

4. Product Returns and Replacements

• Replacement Option: If a return is not viable, a replacement may be offered. This will require a new review process with time-stamped documentation.
• Post-Replacement: The return period restarts from the receipt of a replacement. No further refunds or exchanges can be processed after 60 days from the replacement's receipt.

5. Refund Process

• Eligibility: Refunds for change of mind are only available for unused products in their original packaging. For compatibility issues, the product must be used to no less than a quarter of its volume.
• Processing: Refunds are processed within 10 business days of receiving the returned item.

6. Exchanges

• Defective Items: Defective or damaged items will be replaced. Please contact us at admin@doublebaycosmeceuticals.com for exchanges.

7. Misuse or Neglect

Returns, exchanges, or refunds may be denied if the product fault results from misuse or neglect.

8. Contact

For any questions or assistance, please reach out to our customer support team.