Shipping Information within Australia:
To calculate shipping costs simply add items to the shopping cart and proceed to the checkout where shipping costs will be displayed without placing an order. Your shipping cost is determined by the size and weight of your order and will be calculated in the checkout.
We will ship your order within 1-3 Business days of receiving your full payment. We are based on the Gold Coast and will ship your order via the best means available however please allow 2-6 business days in transit for metro areas and 4-10 business days for the east coast and rural areas.
Customs and import duties may be applied to International orders when the shipment reaches its destination. Such charges are the responsibility of the recipient of your order and vary from country to country. Contact your local customs office for details. Additional charges will apply for international shipping.
Shipping and Dispatch:
All our equipment is thoroughly checked prior to dispatch. If however, you do receive something that has been damaged in transit we will solve the problem the best way possible. If you receive gels that have been corrupted during transit in any way we will send you replacements with no need to return them. If you do need to return an item we will provide you with a return address either our office, warehouse or postal address depending on which best suits the item.
We have a 100% customer satisfaction record and have never had a problem we couldn’t solve. If something fails to meet your expectations for any reason we want to know about it and we will fix the problem to your satisfaction. We offer our customers the highest level of customer service and stand behind our products. It is our aim to exceed your expectations with our products and service and we strive to make our after-sales service the best in the industry.
Changed your mind?
We are unable to accept returns of consumables e.g. gel and membrane products if you change your mind as we are unable to resell them once they have left our facility due to hygiene and storage requirements. We will accept returns of these items only if they are faulty. Equipment, machines and non-consumables may be returned if you change your mind as long as they are in an unused condition and in original unopened packaging. If there is any evidence the item has been used no refund can be offered. The return must be agreed to prior by one of our management staff in writing and the return must be initiated with tracking within 7 days of it being received, attempted delivery or awaiting collection at the post office or couriers collection center. The goods must be returned to us at your cost and tracking a is required. There is no refund on postage and a 20% restocking fee applies and there is no refund on treatment packs. Any fees and charges associated with payment options will be deducted from the refund amount. We will need to receive your tracking number within 7 days. Once we receive your return we will require 7 days to inspect the equipment prior to processing the refund or exchange.
What if something is wrong?
We offer a 7-day money-back guarantee on all our gels and gel kits. If our products don’t give you great results please contact us within 7 days and we will work with you to solve the problem. Returns after 30 days are unable to be accepted as the treatment and storage of gels play an important role in their effectiveness. A complete guide to storage is provided as part of our training.
As each individual is different results will vary greatly so we will require you have performed a reasonable number of treatments before accepting a return, generally 6-10. We will also request the before and after results of the clients you have treated and photos if available. If we can’t help you to get results you are welcome to return the system for a refund less delivery cost. We don’t offer a refund on return postage or used product. Returns will only be accepted if they are undamaged and in original unopened packaging.
COVID-19 CHANGES TO RETURN POLICY:
Please note that due to covid-19 we are unable to restock any items because you change your mind or for any reason which is not directly in line with your consumer rights. We will remove this notice when our policies return to normal.
Machines and Equipment Warranty:
In line with your consumer rights, we offer a 12-month warranty on all our equipment. Please contact us as soon as possible if you experience a fault so we can work out the best way to resolve it for you. Most often we can resolve the problem with you over the phone as it is most likely a fuse or lead issue. If we are unable to solve it over the phone we will need you to return the item to us for inspection to ensure there is no evidence of misuse. Where the equipment is deemed faulty by us we will have your item repaired or replaced in the shortest time possible to have you operational again.
Exclusions: Consumables are not covered by warranty. We do not cover any item which shows evidence of power surge being dropped, roughly treated, left in extreme heat or elements or damaged through being mishandled or misused. We do not cover the cost of freight to return the item to us.
Private Label Products:
We take no responsibility for the quality of logo resolution we receive for private label products. Once products are printed with your brand, no returns can be accepted unless they are faulty. To ensure you are happy with the products, samples can be ordered in our brand prior to ordering private label products.