Return & Refund Policy

Effective Date: 15 October 2025 (Updated Version)

1. Introduction & Scope

This Return & Refund Policy (“Policy”) applies to all purchases made through the OZiDEX online store, including physical goods and consultation/digital services. It must be read alongside your rights under the Australian Consumer Law (ACL) and applicable international consumer protection laws.

Nothing in this Policy limits your statutory consumer guarantees.

2. Your Statutory Consumer Rights (ACL)

Under the ACL, goods sold by OZiDEX come with non-excludable guarantees that they:

Are of acceptable quality
Are fit for their intended or discussed purpose
Match their description or sample
Are free from hidden defects
Comply with any additional promises

If goods fail to meet these guarantees:

Major fault → You may choose a refund, replacement, or compensation
Minor fault → OZiDEX may repair, replace, or refund the item

These rights apply regardless of this Policy.

3. Non-Refundable Items

The following items cannot be returned or refunded unless they are faulty or misdescribed:

Opened or used personal-care and cosmetic products
Consultation or digital services once delivered
Redeemable Product Credits or store credits once issued
Gift cards, vouchers, and promotional coupons
Complimentary gifts

4. General Return Conditions (Physical Products)

Returns may be requested if:

Proof of purchase is provided
Goods are unused, unopened, and in resaleable condition
A Return Authorisation (RA) is issued before sending any item back

OZiDEX may request photos or video evidence when assessing a claim.

5. Change-of-Mind / Discretionary Returns

Notify OZiDEX within 30 days of receiving your order
A 20% handling and restocking fee applies
Outbound shipping is non-refundable
Customer pays return shipping using a trackable method

From 31–90 days, OZiDEX may issue store credit instead of a refund.

6. Faulty, Damaged, Incorrect, or Misdescribed Goods

Contact OZiDEX within 7 days with supporting images if goods are faulty, leaking, incorrect, or not as described.

You may choose:

Replacement
Full refund (including original shipping)
Proportional discount or store credit

6.5 Common Scenarios – Quick Reference

Scenario	Refund/Return?	Notes
Unopened bottle (change-of-mind, within 30 days)	✔ Yes (minus 20% fee)	Must be resaleable
Opened bottle (change-of-mind)	❌ No	Hygiene restriction
Allergic reaction after use	✔ Yes	ACL remedy (once verified)
Consultation booked but not attended	✔ Full refund	All plans
Premium consultation completed	✔ 50% refund OR $99 credit	Choose one
Faulty/leaking product	✔ Yes	No fee
Incorrect use by customer	❌ No	Misuse exclusion

7. Refund Terms & Processing

Refunds issued only when all conditions are met
Processing time: within 7 business days after approval
Bank clearing time: 2–5 days
Store credit available upon request

OZiDEX may decline refunds if goods do not meet Policy conditions.

8. Returns & Refunds for Consultation / Digital Services

Applies to:

Advanced Plan (USD $9 or equivalent)
Premium Plan (USD $99 or equivalent)

8.1 Before Consultation

Full refund available for both plans before the consultation call.

8.2 After Consultation – Premium Plan

Customers may choose ONE option:

Option A: 50% refund (USD $49.50 or equivalent), OR
Option B: USD $99 Redeemable Product Credit (valid 30 days)

8.3 Limitations

Credits cannot be exchanged for cash
Once a refund or credit is issued, no further compensation applies
Advanced Plan: No refund after consultation unless required by law

9. How to Return an Item (Physical Goods)

All physical returns must be sent ONLY to our Returns Department:

PROSKIN SOLUTIONS – Returns Department
16 Baradine Terrace
Donvale VIC 3111
Australia

⚠️ Do NOT send returns to the Head Office.

10. International Returns

Customer pays return shipping & customs fees (unless faulty)
Refunds exclude non-recoverable duties/taxes
Label parcels: “Returned Goods – No Commercial Value”

OZiDEX is not liable for international transit delays.

11. Dispute Resolution & Governing Law

Governed by the laws of Victoria, Australia. International customers may have additional rights under local law.

12. Changes to This Policy

OZiDEX may revise this Policy for legal or operational reasons. The latest version will always appear on our website.

13. Contact & Support

For general enquiries, questions, or support:

PROSKIN SOLUTIONS – Head Office (Enquiries Only)
530 Little Collins Street
Melbourne VIC 3000
Australia

Phone: +61 3 9939 7575
Mobile: +61 497 472 333
Email: support[at]ozidex[dot]com[dot]au

For physical returns and exchanges:

Please send all returned products to our dedicated Returns Department: