At Ocinium we are committed to offering our Customers the finest skincare products. If you feel the products you received do not meet this expectation, you may return any item in its original, unopened, unused condition for a full refund within 14 working days from delivery, provided that you tell us within 7 working days after the day on which you received the products that you intend to return the item.
If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by calling +61 9800 9550 during business hours, which are Monday to Friday, 9a.m. – 5.30pm AEST. If you return items for reasons other than defects in the goods, or incomplete or incorrect delivery, you will be required to arrange and pay for the return of the items to us.
We cannot accept liability for returned goods lost in transit. If you require a refund we will refund the price paid by you for the goods (inclusive of the initial delivery charge) 21 business days of receiving your notification that you would like to return the products, provided that you have returned the goods to us in their original condition at our distribution centre within 14 working days of delivery.
If you are returning the goods due to defects or incomplete/ incorrect delivery we will refund you the price you paid for your goods (inclusive of the initial delivery charge) and the recorded delivery costs for the return carriage from the original delivery point to our Distribution centre (provided that you enclose a valid till receipt indicating such costs). Refunds will only be made against the original credit/debit card used.
Please note that we cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 28 days of our notification.
This policy is only applicable to purchases made online through the Ocinium website.
THE RETURNS PROCESS
STEP 1 – Notifying Us Of Your Intention To Return Or Cancel Your Order
Notification of your intention to cancel your order and return any goods within the period of 7 working days after the day of delivery can be done by either calling our Customer Service Team on +61 9800 9550 during business hours, which are Monday – Friday, 9 a.m. – 5.30 p.m. AEST or emailing firstname.lastname@example.org with your order details. Please note that we cannot accept returned goods that we reasonably believe have been used.
STEP 2 – Completing The Necessary Documentation
On notification of your intention to return, our Customer Service Team will take note of your customer order number and the description of the goods that are being returned. This information can be found on your despatch note. Our Customer Service Team will then issue you with an authorisation number and an e-mail confirmation. Please retain a note of your authorisation number for future reference with Customer Service with regards to this matter.
STEP 3 – Returning The Product
Please ensure that the returned parcel is properly sealed, and that you have included within the returned parcel the original despatch note and a copy of your email confirmation. We strongly recommend that the parcel be sent by a recorded delivery service (one that requires a signature upon receipt).
You should retain the recorded delivery receipt in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
STEP 4 – Processing The Refund
If you have chosen a refund, we will process the calculated refund within 21 working days of receiving your notification that you would like to return the products, provided that you have returned the goods to us in their original condition within 14 working days. You will receive email notification of your refund from our payment-processing partner, Stripe.
If you have requested an exchange or replacement, this will be processed within 21 working days of receiving your returned goods and will be delivered via standard delivery.
CUSTOMER SERVICE CONTACT DETAILS
If you have any questions or concerns, please contact us via telephone or email so that we can assist you further.
Telephone: +61 2 9800 9550 | Email: email@example.com