Consumer Exchanges, Refunds and Returns Policy
We want you to be completely satisfied with your purchase at D’Lumiere Esthetique. In the unlikely event one of our products does not meet your expectations, we will be happy to offer you a replacement, refund or exchange. It is important to the team here at D’Lumiere Esthetique to address your concerns quickly, efficiently and fairly and be completely transparent in everything we do.
We guarantee to reimburse you for any product delivered to you that is faulty or is in a damaged condition as per Australian Consumer Law. If you wish to return a faulty or damaged product, you must notify us through our “Contact Us” page on our website prior to returning the damaged goods.
100% Satisfaction or Money Back Guarantee
Our team prides ourselves on developing the highest quality skincare products and we are confident that you will love them. However, everybody’s skin is different and if you are not satisfied with our products, we offer a Money Back Guarantee!
We want you to be absolutely satisfied with your purchase and we will happily provide a refund or credit, minus a postage and handling fee of $20.00 if you are not. The claim for a refund must be made within 30 days of the shipment date. To qualify for a refund, the product must be returned to D’Lumiere Esthetique in Melbourne, Australia.
The refund does not include any postage charges you may have incurred when purchasing or returning the product. Once your return has been processed, your refund will be credited to your account.
PLEASE NOTE: If you purchased items via Afterpay or Zippay, we don’t refund merchant fees of approximately 10%.
Please contact us through the Contact Us page, on 1800 444 333 or email us at firstname.lastname@example.org. Please include your invoice number and let our team know about the issue and why you would like to return your product.
Return Terms & Conditions
To be eligible for a refund, please note the following conditions:
- Refund payments will be made for the amount on the original purchase receipt.
- Returned product must have at least 50% of the contents remaining, with the exception of the Peptide Mask which should be unopened.
- The 100% Satisfaction guarantee is only valid for products purchased online from D’Lumiere Esthetique.
- Please make an effort to use the product for at least 10 days before returning it (except the Mask). Because of the active ingredients in our products, it will take your skin a few days to adjust and some redness may occur at first. To prevent this, introduce the new skincare products to your skin regime slowly.
You are responsible for shipping costs and the safe return of merchandise. Any goods returned to us will be at your expense regardless of the fault or reason for their return. The only exception offered is where we have sent you an incorrect or faulty item. In these circumstances we will cover the costs associated with having to return the item(s). This refund will not exceed our standard shipping fee for the item(s)* needing to be returned and can only be paid once the item(s) has been received by our staff.
*Note to International Customers: Because duties and taxes are collected by the government in the country where the goods are received (and not by D’Lumiere Esthetique), we do not reimburse for these expenses.
Most returns are processed within 5-7 business days of receipt. You will receive an email confirmation once your return or exchange has been processed.