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Returns Policy

Dermeren Returns & Refund Policy

We hope you love your Dermeren purchase! If you change your mind or experience any issues, please read the following policy carefully.

Change of Mind Returns

If you decide you no longer want your product, you may return it within 30 days of purchase, provided that:

  • The item is unused, unopened, and in its original packaging.
  • You provide a valid proof of purchase from dermeren.com.au.

How to Return

  1. Email info@dermeren.com.au with your order number and reason for return.
  2. Our team will confirm eligibility and provide you with return instructions.
  3. Carefully repackage your product (unused and unopened) to prevent damage in transit.
  4. Ship the parcel to the address below using a trackable and insured service:

Dermeren Returns Department
208 Arthur St, Teneriffe QLD 4005, Australia

5. Once your return is received and inspected, we’ll process your refund within 7–10 business days to your original payment method.

Return Shipping Costs

  • The customer is responsible for return shipping costs unless the product is faulty or incorrect.
  • Refunds will be processed minus a $10 delivery fee (where applicable).

Faulty or Damaged Products

Dermeren devices are covered by a 1-year product warranty.

If your item arrives damaged or stops working under normal use:

  1. Email info@dermeren.com.au with your order number, description of the fault, and photos or short video.
  2. Our team will assess and confirm next steps.
  3. Return the faulty product to the address above.
  4. Once received and verified, we will send a replacement, repair, or refund (depending on availability).

We’ll cover the return postage for any product confirmed as faulty.

Results Guarantee – 60 Day Refund

If you’ve used your Dermeren device as directed and don’t see any visible results, you may qualify for our 60-day results guarantee:

  1. Use the product for at least 60 days from delivery, completing at least 6 treatments (about one per week).
  2. Take photos or videos before, during, and after each treatment.
  3. Email the 6 sets of dated photos/videos, your full name, and order number to info@dermeren.com.au.
  4. Our team will review your claim within 10 business days.
  5. If approved, we’ll refund the full product price (excluding shipping) once the item is returned to our warehouse.

All refunds under this guarantee are conditional upon sufficient evidence of consistent, correct use as per the user manual.

Processing Times

  • Returns are typically processed within 7–10 business days of receiving your parcel.
  • Refunds appear in your account within 3–5 business days after approval (depending on your bank).

Important Notes

  • Returns received in damaged, used, or non-resalable condition will not be eligible for a refund.
  • Always keep your tracking number; Dermeren is not responsible for parcels lost in transit.
  • If we cannot verify your claim due to insufficient information, we reserve the right to withhold a refund.