- Shipping & Returns
Shipping & Returns
At Cellex-C Australia we only accept returns if the product ordered is damaged in transit or if you have received the wrong product. Please choose your skin care with due care as we are unable to refund for incorrect choice or change of mind.
If you need to return a defective item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
We can ship from Australia to virtually any address within the Australia. Currently, shipping is free Australia wide. However, we reserve the right to vary this condition depending on variations in shipping costs as set by our shipping partners. Currently, we use Australia Post for shipping most of our orders. Should we need to charge additional fees for shipping, we will notify you prior to dispatching your order.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider, shipping date estimates may appear on the shipping quotes page, if applicable.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full dollar.
Lost or Damaged Items
Policy for Loss in Transit of Products within Australia
Definition: "Loss in transit" refers to any situation where a product purchased from our online store fails to arrive at the specified delivery address within the expected delivery timeframe or is delivered in a damaged or unusable condition.
Scope: This policy applies to all products sold through our online store, via email or telephone call and shipped within Australia.
Responsibilities: Our business is responsible for ensuring that products are delivered to customers in good condition and within the expected delivery timeframe. However, our liability for loss in transit is limited in line with Australia Post's policy.
Customer Responsibilities: Customers are responsible for providing accurate and complete delivery information during the checkout process. If any information provided is incorrect, incomplete, or unclear, it may result in delayed or undeliverable products.
Shipping Options and Insurance: We use Australia Post as our shipping carrier. For orders with a value of up to $100 AUD, we cover the item for loss in transit only where there is no proof of delivery. For orders above $100 AUD, customers have the option to purchase transit insurance to cover the full value of the goods. For orders with a value above $1000 AUD, transit insurance must be selected and a signature on delivery will be required. We encourage customers to purchase transit insurance to protect against loss in transit.
Reporting Loss in Transit: If a customer has not received their product within the expected delivery timeframe, they must contact us within 7 business days of the estimated delivery date. Customers should include their order number and any relevant information about the missing product. If the product arrives damaged or unusable, customers should take photos and contact us immediately.
Investigation and Resolution: Once we receive a report of loss in transit, we will investigate the matter and work with Australia Post to determine what happened. If the product is deemed lost or damaged beyond use during transit and the customer has purchased transit insurance, we will initiate a claim on their behalf. If the customer has not purchased transit insurance, our liability is limited to the coverage provided by Australia Post.
Exceptions: This policy does not cover loss or damage that occurs due to reasons beyond our control, including but not limited to natural disasters, civil unrest, pandemic, or acts of terrorism.
Changes to the Policy: We reserve the right to make changes to this policy at any time. Customers will be notified of any changes via our website.
By purchasing products from our online store, via email or telephone call to our store, customers agree to abide by this policy.