Refund policy

Returns & Refunds Policy

This policy forms part of the Terms & Conditions of Sale for purchases made through House of Dermis. By placing an order on our website, you acknowledge and agree to the following conditions:

1. All Sales Are Final

Due to the personal and hygienic nature of skincare devices and accessories, we do not accept returns for change of mind or general dissatisfaction. All sales are deemed final unless the product is received in a defective or damaged condition.

We reserve the right to refuse any unauthorised returns or those received outside the timeframes outlined below.

2. Damaged or Faulty Goods

If your order arrives in a damaged or faulty condition, you must notify us in writing within 7 calendar days of delivery by emailing hello@houseofdermis.com with the following:

  • Your order number

  • Clear photographs or video demonstrating the fault

  • A description of the issue

We may request further information to assess the claim. If your claim is approved, you will be eligible for a replacement, store credit, or full refund. In the event of a return for a faulty or damaged item, we will cover the cost of return postage.

Please retain all original packaging, as this may be required to complete the assessment or return.

3. Exclusions – Non-Returnable Items

We do not accept returns, exchanges, or issue refunds for the following items, unless proven to be damaged or defective on arrival:

  • Used skincare devices

  • Opened skincare, accessories, or consumables

  • Gift cards or promotional vouchers

  • Orders placed with incorrect shipping details entered by the customer

4. Return Procedure (If Approved)

If your return is authorised, we will provide detailed instructions and the return address:

House of Dermis
PO Box 539
Elanora QLD 4221
Australia

  • All returned items must be:

  • In their original packaging

  • Accompanied by proof of purchase

  • Returned within 14 days of authorisation

Unauthorised returns or items returned outside of the approved process will not be accepted.

5. Refund Processing

Approved refunds will be processed back to the original payment method within 10 business days from the date the returned item is received and inspected. We do not accept refund requests until the return has been fully processed.

Please note:

  • Shipping charges (unless faulty/damaged) are non-refundable

  • We are not liable for delays in financial institutions processing your refund

  • Refunds will not be issued for items returned in used condition unless a fault is verified

6. Contact

For all return and refund enquiries, please contact:

📧 hello@houseofdermis.com