Shipping and Returns
Australian Orders
- All orders are shipped using Australian Post.
- Free shipping on all retail orders.
- All Australian orders ship from Melbourne, Victoria.
New Zealand Orders
- All orders are shipped using NZ Couriers.
- Free shipping on all retail orders.
- All New Zealand orders ship from New Zealand.
Please contact us immediately if there are any issues during shipment/delivery of your order. Please note if your order shows as “delivered” and you did not receive your item, we will be unable to offer a refund. A replacement will be determined upon further investigation so please ensure you provide the correct shipping address.
Address Changes
We try our best to accommodate all requests for address changes, however this cannot be guaranteed. Our warehouse team work efficiently to ensure all orders are sent out quickly, therefore there is only a very small window for amendments to be made. We ask that all customers double-check their order details via the confirmation email to avoid disappointment.
Order Tracking
You will receive an email with the tracking number and shipping confirmation once your order leaves our warehouse. You will be able to check your order on the website of the shipping service corresponding to the selected shipping method.
Returns Policy
You have 30 days from the date of delivery to return your item.
To be eligible for a full refund, your item must be:
- New and unused
- In its original packaging
- With all original accessories included
- With all free gifts included
- With all manufacturing seals intact
If any free gifts are not returned, their value will be deducted from your total refund.
All items must be returned in their original box with all original packing materials within 30 days of receiving your Return Authority. Returns that are missing items or packaging may not qualify for a full refund.
Return Shipping
- Return shipping costs are the responsibility of the customer.
- Original shipping costs are non-refundable.
- We strongly recommend using a tracked shipping service to ensure your return arrives safely at our warehouse.
If a returned parcel is lost in transit and no tracking information is available, Trudermal cannot be held responsible and may be unable to issue a refund, store credit, or exchange.
How to Request a Return
To initiate a return, please contact us at: team@trudermal.com.au
Please include your order number and reason for return to help us process your request quickly.
Allergy or Adverse Reaction
In the rare event that you experience an allergic reaction or irritation from one of our products, please discontinue use immediately. Take clear photos clearly showing the reaction. Email the photos along with your order number to team@trudermal.com.au
Please note that we do not accept returns or issue refunds for reactions without photographic proof of the reaction.
Responsibility
Returned items are your responsibility until they reach us, so please ensure they are packed securely. Please keep your tracking details should you need to contact us about your return.
