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
- Email info@dermeren.com.au with your order number and reason for return.
- Our team will confirm eligibility and provide you with return instructions.
- Carefully repackage your product (unused and unopened) to prevent damage in transit.
- 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:
- Email info@dermeren.com.au with your order number, description of the fault, and photos or short video.
- Our team will assess and confirm next steps.
- Return the faulty product to the address above.
- 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.
Dermeren 45 Day Money-Back Guarantee
Information on the Dermeren 45-Day Money-Back Guarantee and how to make a claim forms part of these Terms and Conditions. By purchasing an eligible product and requesting a return under this guarantee, you agree to these Terms and Conditions.
1. Eligible purchases
To be eligible to make a claim under the 45-Day Money-Back Guarantee, the product must have been purchased directly from www.dermeren.com.au.
Only eligible Dermeren devices purchased for personal use are covered under this guarantee.
2. Exclusions
Subject to your rights under the Australian Consumer Law, the following are excluded from the 45-Day Money-Back Guarantee:
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Products that have been customised or personalised
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Products purchased through third-party retailers or marketplaces
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Products that show signs of misuse, abuse, or excessive wear beyond normal use
3. Conditions of use
To be eligible for a return:
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The product must have been used under normal household conditions and maintained in accordance with the instructions provided
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The product must be returned in good working order
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All original accessories, packaging, and any bonus or promotional items supplied must be included
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Proof of purchase must be provided
Products returned incomplete, damaged (other than due to a manufacturing fault), or not reasonably cared for may not be eligible for a refund.
4. Claim process
To request a return under this guarantee, you must contact Dermeren within 45 days of receiving your order by emailing:
Once your request is approved, you will receive instructions on how to return your product. The product must be returned within 14 days of approval.
Dermeren reserves the right to request reasonable information to verify eligibility, including confirmation that the product is not subject to any hire, lease, rental, or financing arrangement.
5. Return shipping
If your claim is approved, Dermeren will cover the cost of return shipping within Australia, provided the return is completed in accordance with our instructions.
6. Assessment and refunds
All claims are subject to review and approval by Dermeren. If your return is approved, refunds will be processed to the original payment method. Please allow up to 45 days from the date of approval for the refund to be completed.
Dermeren’s decision regarding eligibility and refunds is final, subject to your rights under Australian Consumer Law.
7. Australian Consumer Law
This guarantee is provided in addition to, and does not exclude, restrict, or modify any rights or remedies available to you under the Australian Consumer Law.
8. Limitation of liability
To the extent permitted by law, Dermeren excludes all liability (including negligence) for any loss, damage, or injury (whether direct, indirect, special, or consequential) arising in connection with the 45-Day Money-Back Guarantee, except where such liability cannot be excluded under Australian Consumer Law.
Dermeren reserves the right to verify all claims and to refuse any claim that is not made in accordance with these Terms and Conditions.
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:
- Use the product for at least 60 days from delivery, completing at least 6 treatments (about one per week).
- Take photos or videos before, during, and after each treatment.
- Email the 6 sets of dated photos/videos, your full name, and order number to info@dermeren.com.au.
- Our team will review your claim within 10 business days.
- 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.