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Skincare Return & Refund 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:
Before a return can be processed, an initial consultation is required. This includes:
Returns are only accepted under the following conditions:
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.
Returns, exchanges, or refunds may be denied if the product fault results from misuse or neglect.
For any questions or assistance, please reach out to our customer support team.
Even though great care is taken in the shipping process, if your item/s arrives damaged, please contact us through our enquiry form to assess the damage and to work out a solution. You may be requested to provide a photograph of your item/s and /or delivery package to aid a speedy resolution.
For returns under Australian Consumer Law, please contact us at through our enquiry form to arrange collection of the item/s to be delivered back to our Warehouse for assessment, exchange, repair or refund.
We reserve the right to charge for return shipping in certain circumstances.
CHANGES TO THIS RETURNS POLICY
Subject always to the operation of the Australian Consumer Law, we reserve the right to amend this Returns Policy at any time. Updates will be posted on this page and are effective immediately.
DELIVERY
Double Bay Cosmeceuticals is not responsible for any failure to deliver products on time or at all to the fullest extent permitted by law if such failure results from an event beyond its reasonable control. An event beyond its reasonable control would include but is not limited to war, rebellion, labour strike, natural disaster such as an earthquake or an endemic or pandemic such as COVID-19. In such circumstances we shall use reasonable endeavours to deliver the product to you once the event no longer prevents us from doing so.
Lost Parcels
Double Bay Cosmeceuticals accepts no responsibility for lost or unclaimed packages. Online tracking is available to you and is sent to you via email once you place an order. It is your responsibility to track the item via email links where tracking is provided. We urge customers to access their tracking code if there is a delay in tracking and/or receiving your order. If the wrong address information is inputted into the checkout page when an order is placed on the website, and as a result, a parcel is sent out then returned back to us, it is the customer’s responsibility to pay for the product to be re-sent to the correct address.
UNAUTHORISED USE
You may not use the website or Services for any unlawful or unauthorised purpose, including without limitation: distributing any abusive, unlawful, defamatory, harmful, obscene, or otherwise objectionable material. You may not use the website or Services to transmit any material that constitutes a criminal offence, results in civil liability or otherwise would breach any laws, regulations, or codes of practice. You warrant that you have the right to post any materials posted by you on our website and that the materials do not infringe any third party intellectual property rights.
Interfering with, damaging, disabling, or impairing the operation of this website, or attempting to gain unauthorized access to the website, networks or gateways connected to it, through hacking, spoofing, or any such similar means is expressly prohibited. You agree to indemnify Double Bay Cosmeceuticals for any loss or damage which may arise through your unauthorised use of the website or Service.
By visiting, browsing and/or purchasing from this website, you're engaging in our "Service". This means that you agree to be bound by these terms and conditions ("Terms") as amended by us from time to time in our absolute discretion without notice. If you do not agree with the Terms, please stop using this website and/or our Service immediately.
This website is owned and managed by Double Bay Cosmeceuticals. Unless otherwise stated, the website and its contents are the express property of Double Bay Cosmeceuticals and Double Bay Cosmeceuticals reserves all its rights in relation to this property.
You agree to indemnify and hold harmless Double Bay Cosmeceuticals, its officers, directors, employees, agents, licensors and suppliers from and against all losses, expenses, damages, legal fees and costs, resulting from any violation of these Terms or any activity related to your use of the website or the Service or your account (including any negligence or misconduct) by you or any other person accessing this website through your account.
LEGAL STATEMENT AND DISCLAIMER
Use of and browsing in the Sites are at your own risk.
Unless specified otherwise, and except in relation to any Non-excludable Condition (as defined below), neither Double Bay Cosmeceuticals nor any party representing or otherwise affiliated with Double Bay Cosmeceuticals in creating or presenting the Sites make any warranties or representations about the accuracy or completeness of the content of the Sites or any site(s) linked to the Sites. Any claims made on the Sites relate solely to the products or services sold or provided by Double Bay Cosmeceuticals. Neither Double Bay Cosmeceuticals nor any of its affiliates shall be liable for any direct, indirect, incidental, consequential or punitive damages arising out of: (a) the ability (or inability) to access the Sites, (b) the use (or inability to use) any content of the Sites, (c) or the content of any site(s) linked to the Sites. In addition, Double Bay Cosmeceuticals does not warrant that the Sites or the server(s) that make the Sites available are free of viruses or other harmful components. You (and not Double Bay Cosmeceuticals) assume the entire cost of all necessary servicing, repair, or correction.
Legislation, including the Trade Practices Act 1974 (Cth), may imply certain warranties and conditions in respect of your use of the Sites, where the exclusion of such conditions or warranties from an agreement would contravene a statute or cause part or all of the agreement to be void (“Non-excludable Condition”). Nothing in these Terms excludes any Non-excludable Condition.
Information that you submit to Double Bay Cosmeceuticals by email in order to register or sign up, to submit appropriate questions to the Sites, and/or to purchase products, as applicable, are subject to our privacy policy. All unsolicited reviews, comments or other submissions, including ideas, concepts, techniques, know-how and the like, shall not be treated as confidential by Double Bay Cosmeceuticals. You grant to Double Bay Cosmeceuticals an irrevocable, perpetual, worldwide, non-exclusive licence to use and exploit all intellectual property rights (including without limitation, copyright) in any communication or material you post or transmit to the Sites over the Internet (“your material”). With respect to moral rights as defined in Part IX of the Copyright Act 1968, you consent to Double Bay Cosmeceuticals doing (or omitting to do) all acts in respect of your material that may otherwise constitute an infringement of your moral rights in your material. For the avoidance of doubt, Double Bay Cosmeceuticals or any of its affiliates may use your material for any purpose, including reproduction, transmission, publication, broadcast, communication to the public and posting. Double Bay Cosmeceuticals does not need to provide any compensation to you or any other person for any use of your material. You will not post or transmit any material that infringes the copyright, trademarks, rights of privacy, publicity or other intellectual property or other rights of any person or entity.
By accessing our website, using our Service, creating an account or placing an order through the website, you assume all associated risk, including but not limited to the risk to your computer, tablet, mobile device, software or data may be damaged by any virus or malicious bug transmitted by this website or any third-party website.
By browsing our website or creating an account and becoming a member, you assume all responsibility for the security of your account. You agree to accept all responsibility for activities that occur under your account (e.g. orders placed by someone else using your account). Double Bay Cosmeceuticals reserves the right to terminate your account without notice at its discretion. Double Bay Cosmeceuticals is not liable for any disruptions to this website.
Double Bay Cosmeceuticals disclaims all liability to the fullest extent permitted by law for any injury, allergic reaction, adverse side effects, loss, or damage suffered in relation to or arising from use or misuse of a product, our website or our Service. In the event of such injury, allergic reaction, adverse side effects, loss or damage, the maximum aggregate liability of Double Bay Cosmeceuticals will be the value of the product purchased. You acknowledge that we do not manufacture the products on our website, we simply distribute the products.
Double Bay Cosmeceuticals reserves the right to amend errors or to update product information at any time without notice. In the event any information about a product is incorrect (e.g. size, price etc), Double Bay Cosmeceuticals reserves the right to refuse or cancel any order placed for that incorrectly described item. In the event of such a refusal or cancellation of an order and your chosen payment method has been charged, Double Bay Cosmeceuticals shall issue a credit to that chosen payment method in the amount of the cancelled order.
Price Information
When applicable, prices which are displayed on the Double Bay Cosmeceuticals website are shown in Australian Dollars and include all taxes. Prices are provided for informational purposes only and have no contractual value. These prices correspond to the ones which are established by Double Bay Cosmeceuticals in its stores in Australia and are likely to change without notice.
Accuracy of Information
Double Bay Cosmeceuticals takes reasonable steps to ensure the accuracy of the information included in the Sites. However, Double Bay Cosmeceuticals takes no responsibility for errors or omissions in the content of the Sites and does not guarantee the accuracy, completeness or timeliness of information provided on the Sites. Information provided on the Sites is subject to change at any time without prior notice. You agree, to the extent permitted by law, that Double Bay Cosmeceuticals shall not be liable to you for any delay or other damages that might result from the modification, suspension or discontinuance of the Sites.
Jurisdiction
Miscellaneous
You acknowledge and agree that these Terms, together with our privacy policy constitute the entire agreement between you and Double Bay Cosmeceuticals with respect to the use of the Sites.
Double Bay Cosmeceuticals may change these Terms at any time by posting changes on the Sites. Any changes are effective immediately upon posting. The continued use of the Sites constitutes your agreement to any revised Terms and your use of the Sites will be conditional upon the terms and conditions in force at the time of your use.
The Sites are for informational and entertainment purposes only and are not intended to provide any medical information or advice about the skin or otherwise.
BY USING THE SITES, YOU SIGNIFY YOUR UNDERSTANDING AND AGREEMENT TO COMPLY WITH THE TERMS & CONDITIONS OF USE.
Privacy Policy
We collect and use Personal Information from customers, users or visitors of our websites, social medial channels, products or services. The type of Personal Information that we collect and use depends on the type of dealings that you have with us and can include your name, address, telephone number, e-mail address, postal or delivery address, date of birth, billing information (such as credit card and bank account details), proof of identity information and documents, information about the products and services you have ordered or enquired about and your beauty profile. If you would prefer that we do not collect any Personal Information from you, please do not provide us with any such information.
When you submit your Personal Information to us, or by using, browsing or accessing our websites or social media channels, you are giving your consent to the collection, use and disclosure of your Personal Information as set forth in this Privacy Policy.
You have no obligation to provide any information requested by us however, we may not be able to provide you with the products or services you require should the provision of the product or service depend on the collection of that information, including if the collection of that information is required by law.
In some cases, Double Bay Cosmeceuticals may be required to collect sensitive information from you to the extent that it is reasonably necessary for us to better understand and navigate your skin needs. ‘Sensitive information’ is defined in the Privacy Acts and includes health information. Some examples of sensitive information that we may collect include information regarding your medical history (including previous infections, diseases, reactions, and conditions), medications, medical care, health-related reactions, and health-related contraindications. If we do need to collect sensitive information about you, we will only do so with your consent or where we are required to do so by law.
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