Refund Policy

This Refund Policy ("Policy") applies to all purchases from us, unless stated  otherwise. 

(1) CUSTOMER SATISFACTION IS OUR PRIORITY 

At XO Aesthetics, customer satisfaction is our priority. 

We offer refunds, repairs and replacements in accordance with the Australian  Consumer Law and on the terms set out in this Policy. 

Any benefits set out in this Policy may apply in addition to consumer's rights  under the Australian Consumer Law. 

Please read this Policy before making a purchase, so that you understand your  rights as well as what you can expect from us in the event that you are not happy  with your purchase. 

(2) AUSTRALIAN CONSUMER LAW 

(a) Under the Australian Consumer Law: 

Our goods and services come with guarantees that cannot be excluded  under the Australian Consumer Law. For major failures with the service, you  are entitled: 

- to cancel your service contract with us; and 

- to a refund for the unused portion, or to compensation for its reduced  value. 

You are also entitled to choose a refund or replacement for major failures  with goods. If a failure with the goods or a service does not amount to a  major failure, you are entitled to have the failure rectified in a reasonable  time. If this is not done you are entitled to a refund for the goods and to  cancel the contract for the service and obtain a refund of any unused portion.  You are also entitled to be compensated for any other reasonably  foreseeable loss or damage from a failure in the goods or service. 

(b) We offer refunds, repairs, and replacements in accordance with the  Australian Consumer Law. 

(c) The Australian Consumer Law provides a set of Consumer Guarantees which  protect consumers when they buy products and services.

(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer  Guarantees which it provides. If there is an inconsistency between this Policy  and the Australian Consumer Law, the Australian Consumer Law will prevail. 

(e) Further information about the Australian Consumer Law and these Consumer  Guarantees is available from the website of the Australian Competition and  Consumer Commission. 

(f) If a product or service which you purchased from us has a major failure (as  defined in the Australian Consumer Law) then you may be entitled to a  replacement or refund. You may also be entitled to compensation for any  reasonably foreseeable loss or damage resulting from that major failure. 

(g) If a product or service which you purchased from us has a failure which does  not amount to a major failure (as defined in the Australian Consumer Law) then  you may still be entitled to have the goods repaired or replaced. 

(3) CHANGE OF MIND 

(a) In the event that you receive the products or services which you purchased,  as stated, but you simply change your mind, we may, at our discretion, offer you  a refund or exchange provided that: 

(I) You notify us within 30 days of receipt. 

(II) In the case of products, you return the said product in its original  packaging. 

(III) In the case of products, the said product has not been opened or less  than 50% used. 

(IV) In the case of products, the said product has not been used greater than  50%. 

(V) In the case of products, the said product has not been damaged. 

(VI) In the case of products, you return the said product with its original  receipt. 

(VII) In the case of services, the services have not already been performed. 

(VIII) You present a government issued identification document at the time of  return. 

(IX) The following additional conditions are satisfied: 

If a refund is possible, the package contents must meet the quality and  temperature standards of the product if a full refund is required.

(4) PRODUCTS DAMAGED DURING DELIVERY 

In the event that a product which you ordered is damaged during delivery: (a) Please contact us as soon as possible. 

(b) Any damaged product must be returned in the condition it was in when  you received it, together with any packaging and other items which you  received with the damaged product. 

(c) We will organise to repair the damaged product or to collect it and  replace it with an equivalent product, or to provide a refund, provided that  you contact us within the following time from the date you received the  product: 30 Days 

(5) EXCEPTIONS 

Notwithstanding the other provisions of this Policy, we may refuse to provide a  repair, replacement or refund for a product or service you purchased if: 

(a) You misused the said product in a way which caused the problem. 

(b) You knew or were made aware of the problem(s) with the product or  service before you purchased it. 

(c) You asked for a service to be done in a certain manner, or you asked for  alterations to a product, against our advice, or you were unclear about what  you wanted. 

(d) Any other exceptions apply under the Australian Consumer Law. 

(6) SHIPPING COSTS FOR RETURNS 

(a) In the event that a product you purchased fails to meet one or more  Consumer Guarantees under the Australian Consumer Law we will bear any  costs of shipping the said product (the "Returned Product") back to us, as well as  any costs of shipping any replacement product to you. 

(b) If the Returned Product can easily be posted or returned, then you are  responsible for organising for the Returned Product to be returned to us. If the  Returned Product is eligible for a repair, replacement or refund under the terms  of this Policy (including under the Australian Consumer Law) then we will  reimburse you for the reasonable postage, shipping or transportation costs for  the Returned Product.

(c) If the Returned Product is too large, too heavy, or otherwise too difficult to be  removed and returned by you, and is believed to be eligible for a repair,  replacement or refund under the terms of this Policy (including under the  Australian Consumer Law), then we will organise for the postage, shipping,  transportation or collection of the Returned Product, at our cost. 

(d) In the event that we organise and pay for the inspection, postage, shipping,  transportation or collection of a Returned Product, and it turns out not to be  eligible for a repair, replacement or refund under the terms of this Policy  (including under the Australian Consumer Law), then you will be required to pay  the costs of any inspection, postage, shipping, transportation or collection of the  Returned Product. 

(7) PRODUCTS CONTAINING YOUR DATA 

In some cases, products that you return may contain your data. The replacement  or repair of these products may result in loss of your data. We recommend that  you back up any data to avoid data loss. We recommend that you remove  sensitive or confidential data as this data may be accessible by anybody who  assesses or repairs your products. We are not responsible for any data which is  lost as a result of the repair or replacement of your products. 

(8) REFURBISHED PRODUCTS 

Goods presented for repair may be replaced by refurbished goods of the same  type rather than being repaired. Refurbished parts may be used to repair the  goods. 

(9) ASSISTANCE FROM MANUFACTURERS 

(a) In some cases, manufacturers may provide assistance in relation to their  products, and they may be able to resolve your issue more quickly. 

(b) In some cases, manufacturers may provide warranties for their products,  which go beyond the Consumer Guarantees under the Australian Consumer Law or any other rights which you may have under this Policy. 

(c) You are not obliged to contact the manufacturer directly in order to seek a  repair, replacement or refund. However, you may do so if you wish. 

(10) RESPONSE TIME 

We aim to process any requests for repairs, replacements or refunds within 30  days of having received them.

4

(11) HOW TO RETURN PRODUCTS 

(a) You may contact us to discuss a return using the details at the end of this  Policy. 

(b) We will pay any refunds in the same form as the original purchase or to the  same account or credit card as was used to make the original purchase, unless  otherwise determined in our sole discretion. 

(c) You must provide proof of purchase in order to be eligible for a refund, repair  or replacement. 

(d) You may be required to present a government issued identification document  in order to be eligible for a refund, repair or replacement. 

(12) CONTACT US 

If you wish to speak to us about this Policy or about any refund, repairs or  replacements, you may contact us at: 

Admin@xoaesthetics.com.au