Customer service policy


Customer satisfaction is very important to us at Ultraceuticals. We believe in providing a fair and reasonable exchange policy to our customers and all purchases are subject to the laws of the Commonwealth of Australia including the Fair Trading Act 1989. For hygiene reasons, mineral makeup items cannot be returned so please choose carefully. Clearance and Sale items are also non-returnable. Our returns policy is outlined below. Please follow our step-by-step guide to product returns.

We endeavour to make sure that all products listed on our website are currently in stock and that pricing is true and correct. Standard delivery timeframes are between 3-10 business days; in the event that an ordered item is not available or we are unable to fulfil your order we will notify you within 2 business days to arrange an agreeable alternative.

Our Return Policy


If you are not completely happy with your purchase, please return your unopened goods to Ultraceuticals within 14 days of purchase for a full refund*.

Unfortunately, we cannot issue a refund on any goods that have been opened.

Please advise Ultraceuticals within 14 days of receipt of your order of any discrepancies or damaged products.

The customer is responsible for any shipping charges on returned goods unless the item(s) being returned are as a result of an error on behalf of ultraceuticals.com

It is always important to use products as directed on the label, but in the extreme case your skin becomes irritated or shows signs of an allergic reaction please stop using the product immediately and contact us to speak to one of our skin therapists (no later than 14 days from purchase date). If our skin therapist identifies that the product purchased caused a skin reaction we will offer to exchange the item for another product. Allergy returns must not be more than 20% used.

 

Guide to Returning Products

 

1.
Contact our Customer Service on 1800 355 890 or email customerservice@ultraceuticals.com.au to obtain a Customer Return Form and authorisation number.
 
2.
All items must be received by us in the same condition as you received them, so please pack up any returned items carefully to ensure that they arrive safely.
 
3.
Complete returns form and enclose with returned items.
 
4.
Post your return to:

Customer Service
Ultraceuticals Pty Ltd
PO Box 310
Gladesville NSW 2111
 
5.
Once we receive your returned product(s), we will issue your replacement or credit immediately. All return authorisation numbers are valid for only 30 days. Any returned item not listed on your returns form will not be credited or replaced, and will not be returned.
 

 

Terms & Conditions


$50 off your first Signature facial treatment with your first online order.

Offer available at specified clinics only. Voucher can only be redeemed once. Voucher is not transferrable or redeemable for cash. Treatments are subject to availability. Please present this voucher to redeem offer. Voucher valid for 3 months from date of online purchase. Valid on Prescription Facial Treatments only.  The cost of a Signature Facial exceeds the value of the voucher, and the voucher holder is required to pay the difference between the purchase price of the treatment and the value of the voucher.

Valentine's Day Instagram Competition

1.  No purchase necessary to enter the competition.

2.  This competition is open to those aged 14 years or over.  Employees of Promoter, in any way involved in the development, production, or distribution of this competition, as well as the immediate family (spouse, parents, siblings, children) and household members of each such employee and/or authors, are not eligible to participate in the Promotion.

3.  This competition will commence at 10:00 AEST on 10 February 2017 and all entries must be received by 23:59 AEST on 14 February 2017. The Promoter accepts no responsibility for any entries that are incomplete, illegible, corrupted or fail to reach the Promoter by the relevant closing date for any reason.

4.  Entrants may submit as many entries as they wish but no entrant may win more than one prize.

5.  To enter, entrants must comment underneath our Instagram Competition tile, tagging a friend and telling us why they love them.

6.  The winner will be judged based on the quality of their entry by Ultraceuticals PTY LTD. The Promoter’s decision is final. No correspondence will be entered into.

7.   The prize for the four winners is two Ultra Masks of their choice.

8.  The prizes are non-transferrable and no cash alternative will be offered.

9.  Prizes are subject to availability. In the event of unforeseen circumstances, the Promoter reserves the right (a) to substitute alternative prizes of equivalent or greater value and (b) in exceptional circumstances to amend or foreclose the promotion without notice. No correspondence will be entered into

10. The winner will be notified via direct message by 18 February 2017. The winner must claim their prize within 30 days of the Promoter sending notification. If the prize is unclaimed after this time, it will lapse and the Promoter reserves the right to offer the unclaimed prize to a substitute winner selected in accordance with these rules.

11. To obtain details of the winner please email digital@ultraceuticals.com.au stating the name of the competition in the subject heading 4 weeks after the closing date.

12. The Promoter will use any data submitted by entrants only for the purposes of running the competition, unless otherwise stated in the entry details. By entering this competition, all entrants consent to the use of their personal data by the Promoter for the purposes of the administration of this competition and any other purposes to which the entrant has consented

13. This Promotion is in no way sponsored, endorsed or administered by or associated with Instagram.  You acknowledge that all information and material that you submit to enter this Promotion is submitted to the Promoter and not Instagram and you agree that Instagram shall not be liable to you in any way in respect of this Promotion.

14. By entering the competition each entrant agrees to be bound by these terms and conditions.

15. The Promoter is Uttraceuticals Pty Ltd, Level 4, 436- 484 Victoria Road, Gladesville NSW 2111. 

 

 

 

Ultraceuticals Awards