Introduction

There may be times when you need to return an item purchased online. Our Returns and Refund Policy is designed to assist you with your return.

Change of Mind / Exchange of Items

If you wish to return or exchange goods because you ordered the wrong items or you have changed your mind, this can be done within a 7 day period from the date of dispatch. In this case, the items must be unopened, unused and packaging must be in new condition. In order to return items, please contact our customer service team through the Contact Us page. Please include your order number and personal details, and we will assist you as quickly as possible. Please note that if are returning goods due to an incorrect purchase, or because of a change of mind, return shipping charges will be the responsibility of the customer. Additional shipping charges for delivering exchanged goods may also apply.

Incorrect or Faulty Products

If you have received incorrect, damaged or faulty items, please provide details (including photos) within 14 days of purchase. We will verify whether you are entitled to a replacement with new products and provide instructions accordingly. Please include your order number in the subject line so we can find your order easily and process your request promptly.

*Please note: We do not reimburse for the cost of International Express Shipping.

How to Return Products

If you need to return products, please contact Customer Service to find out how to send damaged products back to us.

Please always include your order number in the subject line as well as pictures of the products you wish to return.

Shipping costs are the responsibility of the customer and are non-refundable. We recommend that you pack the products appropriately and use a trackable, insured service as we cannot take responsibility for items damaged or lost during transit.

In any of these cases , please contact our Customer Service team through the Contact Us Page. It is important that you contact us as soon as you discover the fault. Please include as many details as possible about the fault, as well as your order number and personal details. if eligible we will provide you with a repair or replacement as soon as possible.

How do I change my delivery address after my order has been placed?

We process and pack your order as fast as possible. Your delivery address can only be changed by us if your order has not been shipped. To change your delivery address, contact us by email immediately. enquiries@neutriderm.com.au

How much does shipping cost?

Shipping cost is fixed at $10 for orders under $30.

Shipping is FREE for orders over $30.

What is the delivery time?

The approximate delivery time is 2-5 business days for Australian orders, and 7-10 business days for international orders. Delivery times are subject to change due to COVID.

Which courier company will deliver my order?

Products are shipped from our Castle Hill onsite fulfilment center.

we use AUS Post for country wide orders and DHL for international orders.

Can I find out the status of my order?

This option is only available once your order has been shipped by checking the relevant shipping company’s website and entering the tracking number.