Refunds

At Dermacol Cosmetics Australia we strive to maintain the highest standards of cosmetic quality and service. However, even with the best intentions, things can go wrong.

If you believe you have a reasonable complaint, please contact us immediately at info@dermacol.com.au to report the matter. Where a product has been opened, used and or tested, and the product is not faulty a refund cannot be given. Please choose carefully as we do not refund for change of mind purchases, however we happily exchange for incorrectly supplied products if a product is unopened, undamaged and in its original condition.

We will reship using Australia Express Post service regardless of original shipping method.

Product Swatches - we strongly recommend that you search for product images or swatches online or visit a stockist before making a final decision on colour. Swatches are not always 100% accurate. 

Buyers must provide the return shipping cost for exchange. All shipping costs are non-refundable.

Any products which are found to be faulty are eligible for a full refund of product only. (Postage refund not included). Any product for refund/exchange must be received within 7 days of original delivery. All products being returned must be securely packed to ensure the package is fully protected. Healthkey will not be responsible for packaging negligence unless the item/s being returned was originally damaged.

No refund, exchange or return policy applies to special offers, clearance offers or sale items.

If you need to return goods to us, please follow these steps; 

1 Contact us to request a product return and/or refund.

2 Pack and seal the item/s in their original shipping package and post it back to us.

3 Provided that we receive the products in their original UNUSED and UNOPENED condition, we will arrange for the original purchase price (excluding the original delivery fee) to be refunded to the original credit card or PayPal account. Please allow up to 14 days from the date we receive the returned goods for the refund to be processed.

If your parcel is returned to our office due to the supply of incorrect address, or it has not been collected from your local post office in time and returned to us, the customer is liable for any re postage fees.

Your Post Office will only hold your parcel for 7 business days. It will then be returned to our office.

Our goods come with a guarantee that you are purchasing the genuine and authentic Dermacol Products from Dermacol Headquarters in The Czech Republic (EU).

Shipping (Australia Only)

Freight is by Australia Post and payable by the customer unless the customer order exceeds $120 and is eligible for free shipping. A comments box is provided at checkout so you can include any special delivery instructions.

Shipping (Fiji and New Zealand)

Freight is by Australia Post and payable by the customer unless the customer order exceeds $200 and is eligible for free shipping. A comments box is provided at checkout so you can include any special delivery instructions.

Australia Post

All orders under $120 are based on weight.  All parcels are delivered anywhere in Australia by Express Post with delivery within 2-3 business days. Orders will be dispatched within 24 hours after the order has been received- Monday to Friday.