Customer Service

PRODUCT RETURNS POLICY – SHOP ONLINE

We are committed to offering our customers the finest cosmetic products available. If you feel the products you received from our Online Store do not meet this expectation, you may return any item in its original condition for a full refund or exchange voucher within seven  (7) working days from delivery provided.   Please contact our clinic on 08 8132 0342 to within that 7 day period, after the day on which you received the products, to advise our staff that you intend to return the item.

Within the order packaging, you will find a dispatch note with details of your order together with details of our returns process. If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately.  If you return items for reasons other than defects in the goods, or incomplete or incorrect delivery, you will be required to arrange and pay for the return of the items to us.

We only use express Australia post for all items so that the parcel can be tracked. We cannot accept liability for returned goods lost in transit. If you require a refund we will refund the price paid by you for the goods (inclusive of the initial delivery charge) within seven (7) working days of receiving your notification that you would like to return the products provided that you have returned the goods to us in their original condition at 301 Payneham Road, Royston Park SA centre within seven (7) working days of delivery.

If you are returning the goods owing to defects or incomplete or incorrect delivery, we will refund the price you paid for your goods (inclusive of the initial delivery charge) and the recorded delivery costs for the return carriage from the original delivery point to our Distribution centre (provided that you enclose your online receipt indicating such costs). Refunds will only be made against the original credit/debit card used.

If you cancel your order but do not return such goods to us within seven (7) working days, we shall be entitled to collect such goods from you and to charge you for the direct costs of collecting the goods. You should note these charges (which may be deducted from a refund) are likely to exceed the costs of you returning the goods. Until such goods are returned to us, you are obliged to exercise all reasonable care to store the cancelled goods safely and in appropriate conditions.

Please note that we cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 28 days of our notification.

THE RETURNS PROCESS

STEP 1 – Notifying us of your intention to return or cancel your order

STEP 2 – Completing the necessary documentation

On notification of your intention to return, Customer Service will take note of your customer order number and the description of the goods which are being returned. This information can be found on your dispatch note. Customer Service will then issue you with an authorisation number and an e-mail confirmation. Please retain a note of your authorisation number for future reference with Customer Service with regards to this matter.

STEP 3 – Returning the product

Please ensure that the returned parcel is properly sealed, and that you have included within the returned parcel the original dispatch note and a copy of your email confirmation. We strongly recommend that the parcel be sent by a recorded delivery service (one that requires a signature upon receipt).

You should retain the recorded delivery receipt in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.

STEP 4 – Processing the refund

If you have chosen a refund, we will process the calculated refund within seven (7) days of receiving your returned products provided that you have returned the goods to us in their original condition at our clinic within seven (7) working days. You will receive email notification of your refund from our payment-processing partner Stripe.

If you have requested an exchange or replacement, this will be processed within seven (7) working days of receiving your returned goods and will be delivered via standard delivery.

TERMS OF SERVICE

Delivery Rules and Restrictions

All orders received will be dispatched the next working day for standard delivery. (Depending on stock availability and/or order confirmation).  Orders are processed and shipped on working days only (Monday through Friday, excluding bank holidays).

All orders are tracked via Express Post Tracking. To ensure secure and undamaged delivery of your order, our delivery company will not be able to leave your order ‘hidden’ at the address.  Medicine Of Cosmetics Online ships all orders from Adelaide via Australia Post. This extensive delivery network is supported by one of the largest transport fleets in Australia. Delivery lead times will be based on location. Delivery areas further away from Sydney and rural addresses will result in longer lead times.

For delivery to some rural and semi rural areas Australia Post has restricted delivery operations and may take longer delivery times.  In this instance we will allow fourteen (14) days to complete the refund procedure.

To ensure that there are no mistakes with addresses and to check that our delivery company has all the correct details, please check that all shipping information is correct and apologise that we only deliver online orders within Australia.

PRIVACY POLICY

This website is operated by MOC Group. When you provide us with information through this Website, we respect your privacy. It is important for you to understand what information we collect about you during your visit and what we do with that information. Your visit to this Website is subject to this Privacy Policy and our Terms and Conditions. If you visit one of our other websites, you are subject to the privacy policy applicable for that website and we suggest that you consult such privacy policy.

Medicine of Cosmetics is committed to protecting your privacy. You will be asked for information that is relevant to your return or to satisfy legislative requirements. If you do not provide this information, then we may be unable to process your return. When returning Products with adequate proof of purchase, you will be asked for your signature as authorisation of the return transaction.

1. Information Collection and Use

We do not collect personally identifiable information about you, except when you provide it to us. For example, if you decide to complete a user registration form or survey, you may be asked to provide certain information such as your contact information (name, e-mail address, mailing address, and telephone number), age, skin care/cosmetic concerns, and the brands and products you use. To protect your personal information, users registering at this Website must also enter a user name and password.

If you opt-in to hear from us, the information you provide may be used by us to create and deliver to you our newsletters or surveys, or other communications containing product information, cosmetics tips or promotions. If you provide us with your email or IM address or mobile phone number we may provide you with these communications electronically [1] . If you prefer not to receive such communications, please see Section 10 below.

When you visit this Website or view one of our e-mails, we may use pixel tags (also called “clear” gifs), tracking links and/or similar technology to note some of the pages you visit on our Website and personalize your experience.

We may also use pixel tags to determine what types of e-mail your browser supports. We may use the information collected through pixel tags, tracking links and similar technology in combination with your personally identifiable information.

We may use the information you provide in aggregate form for internal business purposes, such as generating statistics and developing marketing plans. We will not sell or rent your personally identifiable information to third parties without your consent, except as disclosed in this Privacy Policy.

We may collect, store or accumulate certain non-personally identifiable information concerning your use of this Website, such as information regarding which of our pages are most popular. We may sell or transfer such non-personally identifiable information to our affiliates, licensees and partners.

We may disclose any information we deem necessary, in our sole discretion, if we reasonably believe the use or disclosure is necessary to lessen or prevent an imminent or serious threat to life, health or safety, public health or public safety, if we have reason to suspect that unlawful activity has taken place and the use or disclosure is relevant to investigation or reporting of the matter to lawful authority, as required or authorised by any applicable law, regulation, legal process or governmental request, in order to prevent or detect a criminal office, to investigate, detect or prevent seriously improper conduct or in the preparation or conduct of proceedings before any court or tribunal or the implementation of the orders of a court or tribunal.

If you would prefer that we not collect any personally identifiable information from you, please do not provide us with any such information. If you do not provide us with certain personal information, we may be limited in our ability to customize our services for you.

We will use the information you provide to us only in accordance with this Privacy Policy and we shall retain the information you provide to us until it is no longer relevant to our business or you request that we delete the information.

2. Cookies and Log Files

We may place a “cookie” on your computer’s hard drive so we can recognise you as a return user and personalise your experience. A cookie is a piece of data that enables us to track and target your preferences. The cookie will be stored on your hard drive until you remove it. You can have your browser notify you of, or automatically reject, cookies. If you reject our cookies, you may still use the Site, but you may be limited in the use of some of the features.

We are continuously working to make your experience on our Site better. 

Some of our other business partners and service providers may also use cookies on our Website. However, we have no access to, or control over, these cookies and do not accept any responsibility for such use. Only Squarespace cookies may be accepted or declined as described in the preceding paragraph.

In addition, we may use IP addresses to analyze trends, administer our Website, track traffic patterns, and gather demographic information for aggregate use.

3. Group Companies

We may share your personally identifiable information with our “Affiliates” that distribute and market MOC Group products (the “Group Companies”). An “Affiliate” is a person or entity that directly, or indirectly through one or more intermediaries, controls or is controlled by, or is under common control with, our company. An affiliate may operate outside Australia. Group Companies may use this information to send you communications containing product information, cosmetic tips or promotions. We demand that Group Companies adhere to procedures at least as restrictive as the procedures that we follow ourselves, including this Privacy Policy, with respect to your personally identifiable information. If you prefer that we not share your personally identifiable information with Group Companies and/or communicate or store your personally identifiable information outside of Australia, please do not provide us with any such information.

4. Third Parties



We may retain other companies and individuals to perform functions on our behalf. Examples include data analysis firms, customer support specialists, webhosting companies, and fulfillment companies (e.g., companies that coordinate mailings). Such third parties may be provided with access to personally identifiable information needed to perform their functions, but may not use such information for any other purpose. We demand that these third parties adhere to the same procedures that we follow ourselves with respect to your personally identifiable information.

5. Links

This Website may contain links to or from other websites. Please be aware that we are not responsible for the privacy practices of other websites. This Privacy Policy applies only to the information we collect on this Website. We encourage you to read the privacy policies of other websites you link to from our Website or otherwise visit.

6. Security

We implement various security measures to protect the security of your personal information, both on line and off line. Your personal information will be stored at facilities located across the world and not necessarily in China . If you have any questions about security at our Website, you can send us an e-mail.

7. Business Transfers

As we continue to develop our business, we might sell certain of our assets. In such transactions, user information, including personally identifiable information, generally is one of the transferred business assets, and, by submitting your personal information on the Website, you agree that your data may be transferred to such parties in these circumstances. We will notify you, by placing a notice on the Website and sending an e-mail to the address you provided us, prior to any such transfer of your personal information.



8. Notification of Changes



We may revise this Privacy Policy from time to time. If we decide to change our Privacy Policy, we will post the revised policy here. As we may make changes at any time, we suggest that you periodically consult this Privacy Policy. Your continued use of this Website constitutes your agreement to all such revisions to this Privacy Policy. Please note that our rights to use your personally identifiable information will be based on the privacy policy in effect at the time the information is used.


9. Updating Your Information



You have the ability to review and change the personally identifiable information you provide us. If you are a registered user, you can change your personally identifiable information at any time by clicking here. If you are not a registered user, but have provided personally identifiable information to us, you may make changes to your personally identifiable information by e-mailing us.

10. Choice / Opt-Out

When you register at this Website, you may opt-out of receiving future communications from us. You may change your preferences at any time by revising your profile, clicking the “unsubscribe” link at the bottom of each e-mail you receive from us, or, if you are not a registered user, by e-mailing us.

11. Comments



We have taken great measures to ensure that your visit to our Website is an excellent one and that your privacy is constantly respected. If you have any questions, comments or concerns about our privacy practices, please contact us by e-mail or in writing at the following address:
Medicine of Cosmetics, 301 Payneham Road Royston Park SA 5070.

PRODUCT RETURNS POLICY – CLINIC

Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

Change of mind returns

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you wish to return an item because you have changed your mind about your purchase, Medicine of Cosmetics will offer you an exchange voucher or refund provided that:

STEP 1 - You return the item within seven (7) days of purchase

You return the item within seven (7) days of purchase

STEP 2 - The product is unopened, not used and is in re saleable condition

The product is unopened, not used and is in re saleable condition

STEP 3 - You produce your original MOC receipt at the time you return the item

You produce your original MOC receipt at the time you return the item

ADVERSE REACTION POLICY – CLINIC

At Medicine of Cosmetics we pride ourselves on the quality of our service, integrity and competitive prices.  Should you experience, in an unlikely event, a side effect or dis-satisfaction with your treatment, Medicine of Cosmetics will require up to 4 weeks to investigate your concern. Medicine of Cosmetics requires your full cooperation during this time, which will include, weekly consultations for assessment (photo and documentation), additional treatments and products to be purchased by the client. The client will also indemnify Medicine of Cosmetics for any external costs associated to remedy the side effect.

GIFT VOUCHER POLICY

These are non-refundable and valid for 12 months from the date of purchase.