Refund policy

Refund Policy 

Products & Orders

Due to regulatory, safety, and hygiene requirements, the following items are not eligible for return or refund unless required under Australian Consumer Law:

·       Injectable products

·       Schedule 4 medicines

·       Cold chain products

·       Opened or used items

Refunds or replacements may be provided where products are:

·       faulty or defective

·       incorrect due to our error

·       damaged in transit

Claims must be made within 48 hours of delivery, supported by photographs and order details.

Cold Chain Products

Cold chain shipping fees are non-refundable once dispatched.
We are not responsible for temperature compromise due to missed deliveries or failure to accept delivery.

Eligibility Verification

Where supply is restricted to AHPRA-registered health practitioners, orders may be cancelled if eligibility cannot be verified. In such cases, refunds (excluding transaction fees) will be issued at our discretion.

Refund Processing

Approved refunds will be processed to the original payment method within a reasonable timeframe. Processing times may vary depending on the payment provider.

Contact

For refund or return enquiries, please contact:

Melbourne Cosmetic Centre and Education Pty Ltd
Email: info@melbournecosmeticcentre.com

Complaints Handling Policy

Purpose

Melbourne Cosmetic Centre and Education Pty Ltd is committed to providing high-quality services and to handling complaints fairly, efficiently, and transparently.
This policy outlines how complaints are received, assessed, and resolved.

Scope

This policy applies to all complaints relating to:

·       Products supplied

·       Education and training services

·       Clinical services

·       Customer service and administrative processes

·       Website or communications

What Is a Complaint?

A complaint is any expression of dissatisfaction made to Melbourne Cosmetic Centre and Education Pty Ltd regarding our products, services, staff, or conduct, where a response or resolution is expected.

How to Make a Complaint

Complaints should be submitted as soon as possible and may be made via:

·       Email: info@melbournecosmeticcentre.com.au

·       Phone: 1300 975 547

·       In writing: Suite 1219 | 401 Docklands Drive, Docklands 3008

To assist us in resolving your complaint, please include:

·       your full name and contact details

·       order or booking reference (if applicable)

·       a clear description of the issue

·       any supporting documentation or photographs

Complaint Handling Process

All complaints are managed according to the following steps:

1.         Acknowledgement
Complaints will be acknowledged within a reasonable timeframe, generally within 2 business days.

2.         Assessment
The complaint will be reviewed and assessed by an appropriate senior staff member or manager.

3.         Investigation
Where required, further information may be requested and relevant records reviewed.

4.         Outcome
We will advise the complainant of the outcome and any proposed resolution as soon as practicable.

5.         Resolution
Where appropriate, corrective action will be taken to prevent recurrence.

Confidentiality

All complaints are handled confidentially. Personal information is managed in accordance with our Privacy Policy.

Regulatory & External Review

If a complaint cannot be resolved internally, complainants may choose to escalate the matter to an appropriate external body, such as:

·       the relevant consumer protection authority, or

·       the applicable professional regulatory body (where relevant).

Continuous Improvement

Complaints are reviewed regularly to identify trends and opportunities for service improvement. Outcomes may inform staff training, policy updates, or procedural changes.

Policy Review

This policy is reviewed periodically and may be updated to reflect changes in legislation, regulatory requirements, or operational practices. The current version will be available on our website.