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Returns & Refunds

Refund Policy

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Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

What happens if I am unhappy with the product I purchase or I changed my mind? 

Shopping online can be tricky, however, should you wish to return an item that you’ve purchased, please email us at hello@immortelleskincare.com. You will need to ship us back the item and a refund or credit voucher will be issued to you once we have received the items and inspected them. The Credit voucher can be used for online purchase only.

NON-RETURNABLE ITEMS:
Gift cards
Health and personal care items

Please be advised that the items must meet the following conditions before any refund will be issued. 

  1. Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner
  2. Items purchased as part of a set or a multi-item pack must be returned as a whole set
  3. Gifts with Purchase and samples must also be returned if they are included in the purchase.
  4. Items purchased on sale and discounts are non-exchangeable and non-returnable
  5. *Shipping cost will not be refunded by Immortelle Skin Care and refund will only be via cash voucher. The Credit voucher can be used for online purchase only

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted. Any item not in its original condition is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@immortelleskincare.com.

SALE ITEMS
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

EXCHANGES 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@immortelleskincare.com and send your item to: 4 Coronation Avenue Braidwood New South Wales AU 2622.

GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift credit will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

SHIPPING
To return your product, you should mail your product to: 4 Coronation Avenue Braidwood New South Wales AU 2622

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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What do I do if I have an allergic reaction?

At Immortelle Sin Care we personally curate the products. The ingredients of the product are listed on the page to help you identify any sensitivities with certain ingredients. Different skin types and skin conditions may react differently to our products and brands. It is always best to know and understand how your skin reacts to different products and ingredients. If you experienced an allergic reaction, please send a detailed description of what occurred along with the pictures to hello@immortelleskincare.com. Please note that issues must be reported within 30 days of receipt of the item. In certain instances, a medical certificate may be requested to identify if it is the product that caused the allergic reactions.

 

Can I test the products before buying them online? 

As we are an online store, we do not have an option to test or see the products before purchasing them. Please also check the ingredients listing before completing your purchase to identify any allergens. 


REFUND FEES

For orders that received free shipping, if you return the whole order or enough items on the order to drop you below our free shipping threshold, the original cost that we paid to ship your order out to you will be deducted from the refund. 

Any discount you received on your order will be deducted from the refund of the first item returned.

FAULTY PRODUCTS ON ARRIVAL

Any product that is faulty or not as advertised on arrival, it will be processed as per your rights as a consumer. Faulty products will be repaired or replaced. If they can’t be repaired or replaced, you will be given a refund. If we request that a faulty product on arrival be returned to us, you will be given a reply paid address so there is no cost to return the product to us.

SHIPPING CHARGES

All return shipping charges are the responsibility of the customer. We recommend you organise tracking on your parcel to ensure it arrives back. All items must be packed well to avoid damage in transit. We cannot accept returns back in padded bags. All returns must be sent to us in boxes with a minimum of 2cm padding around all sides of the box so your item isn’t damaged in transit. We cannot accept responsibility for any item damaged in transit.

HOW TO RETURN AN ITEM

Contact hello@immortelleskincare.com with details on the return. We will then let you know if your product is suitable for a return.

Please do not send anything back to us without authorisation

Once the product is returned, we will inspect it and confirm that it is in the right condition for a refund. Please allow up to 7 days for your refund to be processed once it arrives back to us.

Any product returned to us that's not in a re-saleable condition (whether it be damaged in transit or opened or with its factory seal broken) will be returned to the customer. The shipping charges for this return will be the responsibility of the customer.