returns policy

At Prodermal NZ we offer a 100% money back guarantee on products if you are dissatisfied, subject to a possible returns handling fee. 

Where goods are returned because you ordered the wrong product, Prodermal NZ reserves the right to deduct a handling fee of $5 from any refund or credit to you (including GST).

Where the original order qualifies for free shipping and a return subsequently reduces the order amount below the threshold for free shipping, Prodermal reserves the right to deduct the applicable shipping charge from any refund.

For all other information regarding returns, the following areas will be covered below:

  • Submitting return requests
  • Condition of returned product
  • Refunding of shipping costs
  • Customer entitlements
  • Allergic reactions 

how do you submit a return request?

Click here to navigate to the my account page, and then select and complete the return requests form.

when must you submit the return request by?

If you're not happy with the product, you have 30 days from date of delivery to submit the request. For situations where the wrong product was ordered; where Prodermal NZ delivered the wrong product; or the goods were damaged in transit, the customer will have 7 days from the date of delivery to submit the return request.

do you have to return the product in dispute to Prodermal NZ?

Once we respond to the online return request, the product must be returned, in all cases. The return address is: Prodermal NZ, Level 3, Building 10, 666 Great South Rd, Ellerslie, Auckland 1051.

what condition must the product be in when returned?

For goods damaged in transit, the product must be unopened. Where the product was delivered or was wrongly ordered, the product must be unopened and undamaged. If you're not happy with the product and returning it, the product must be substantially unused.

will shipping costs for the original order be refunded?

Where Prodermal NZ delivered the wrong product or where the product was damaged in transit, shipping costs will be refunded once returned and checked. Similarly, this also applies to a refund of your cost of returning the product to us. In all other scenarios, no refund of shipping costs will apply.

what will you be entitled to, subject to inspection, of the returned product?

  • Where the product was damaged in transit: you will be entitled to a replacement, credit against a different product, a refund, and store credit.

  • Where Prodermal delivered the wrong product: you will be entitled to a replacement, a refund, and store credit. 

  • Where you ordered the wrong product or you are not happy with the product: you will be entitled to credit against a different product, a refund, and store credit. 

who will pay for shipping costs of the resupply (if applicable)?

In all cases, where applicable, the customer will pay for the shipping costs of any resupply.

what happens if you purchased the product with a gift certificate?

Refunds are not available for a purchase paid with a gift certificate, but a store credit will be provided. If a portion of that purchase was paid by credit card or PayPal, then that portion is eligible for a refund.

what should I do in the event of an allergic reaction?

If you have an allergic reaction and are concerned it was a result of using a product purchased from us, please follow the steps below.

  • Stop using the product immediately.

  • Advise us of the reaction by clicking here to complete the contact form.

  • You are entitled to return the product at your discretion.