RETURN POLICY (at 1 January 2018)
Sydney Psoriasis Skin Clinics ABN 26 108 461 749 is defined as the seller of the products and will be known herein as the “company” , “seller” or “us”, “our”, ”ours” etc.
The “Purchaser” is you and extends to include your proxy and any person or organisation that you enlist, on your behalf, to pursue and obtain a refund on the products which are the subject of the return.
Additionally, they act with your implied and absolute authority as your agent regardless of whether or not any written document has been issued, offered or is reasonably believed to be in evidence. You and/or your agent will be known herein as the “purchaser” or “you”, “yours” etc.
You or your agent may be required to produce adequate proof of identity at the time of refund.
The “Return Date” is deemed to be the date that the products return to our possession, provided that the returned products fulfil all other requirements of this policy.
Our returns policy is in addition to your statutory ‘consumer guarantee’ rights under the Australian Competition and Consumer Act and similar laws, which it should be noted, only extends to returns of goods which are Not fit for purpose, Not according to description or sample or Not of merchantable quality (i.e. has faults or defects).
The Act does not stipulate on Change of Mind purchases and so there is no absolute requirement for any retailer to refund if the customer changes their mind at any time after purchase. Therefore you do not have any right at law to obtain any refund on change of mind purchases.
However, our company return policy addresses this issue further in this document. Please read the following carefully to ensure that you are fully aware of your rights under this policy and what are our obligations to you.
As this Return Policy is clearly published on our company website, it is your responsibility to be aware of its contents and therefore to be aware of your obligations and our obligations to you.
In order for a product to be returnable, except when faulty, the item must be in a saleable condition including that ALL the following must be jointly in evidence, where appropriate, as determined by the Company:
- It has not been opened or used in any manner
- It is still in its original packaging and condition, including all accessories
- Any seals have not been broken, tampered with or replaced
- It is in re-saleable condition, including that where there is an expiry date marked thereon, there is still at least 120 days remaining prior to expiry
NOTIFICATION and TIMING OF RETURNS
You must notify us in writing within 24 hours of receipt of products that you wish to return. Such notification may be provided by email or posted letter and, having regard for possible delays in the mail, must be received by us within 72 normal business, Monday to Friday, “9 to 5” working hours since the date of purchase.
Returns may be considered as ‘returned’ once sent by post, providing that adequate documentary evidence is provided to prove such posting. Items returned by post must be sent with a fully trackable and insured postal product.
Returns must NOT be posted without first obtaining clearance in writing from us regarding the products to be returned, the means of return and the requirements relating to the security of the returned products during transit by post.
The time elapsed since you purchased the item(s) from us must not exceed, in any case, a maximum of 28 physical days since you obtained ownership of the product(s). Returns on products where you have not obtained valid unencumbered title to the products, will not in any case be considered.
In order to provide you with a refund you must at the time of refund, either produce any receipt that was provided to you at the time of sale, or at any time thereafter , or you must provide other adequate proof of purchase.
MEANS OF REFUND
Regardless of whether goods are returned by post, in person or via an agent of yours, refunds will normally only be made using the same means that you used to originally purchase the goods i.e. the same original payment method, same credit or debit card, or transferred back to the same bank account which was used to initially purchase.
Items that are not faulty are considered unreturnable if any of the following applies:
- Item(s) are specially mixed ointments
- They are sold without tamper-proof lids, seals etc
- They have had the labels defaced, regardless of how such defacing was caused, thereby causing the products to be unsaleable
- Products which have been opened or believed by us to have been tampered with in any way
- Products which have an expiry date that is less than 120 days as at the return date
- Product on which a change of mind return is not available
These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description.
Exchanges or refunds for change of mind cannot be offered for:
- Gift cards and vouchers. Gift cards are also not redeemable for cash
- Other products advertised as being non-refundable for change of mind
- Any product that is purchased as part of a transaction qualifying for a free gift; gift with purchase or bonus offer, the gift or bonus items must also be returned (unless otherwise stated or agreed in writing by our Customer Service). If you are unable to return the gift or bonus or it is not in saleable condition upon its return; the value of any available refund will be reduced by the value of the gift or bonus.
- In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund.
For ‘consumer guarantee’ returns, the original shipping fee will be refunded for refund requests only. Exchanges will be posted free of charge.
Claims for compensation or reasonable expenses incurred in returning your faulty purchase together with supporting evidence, should be addressed to our Customer Service team via email directly or by using the ‘Email us’ option on our website www.sydneypsoriasis.com.au
When returning a product, you will be asked for information that is relevant to your return, or to satisfy legislative requirements. If you do not provide this information, then we may be unable to process your return.
When returning a product with adequate proof of purchase, you will be asked for your signature as authorisation of the return transaction. If we agree to the return without adequate proof of purchase, you will be asked to provide photo identification containing your full name, signature and expiration date, so that your name and signature can be verified.
This information may be accessed by authorised team members for fraud investigations and fraud protection activities. Information collected on returns slips will be securely stored for a reasonable period of time and may be used for the purposes of research and analysis and may be disclosed to Government departments upon request as required by law.
If the requirements in this policy are not strictly complied with (for example, a product is returned because you believe and have indicated that it is faulty and we later determine it is not faulty, or a product returned for change of mind is not resalable when we receive it) we will be unable to return the product to you, or provide you with a refund or exchange relating to the returned product.
We reserve the right to assess the condition and age of returned goods prior to providing a refund. This may result in a refund being refused.