Koéna Dermaceutical Gentle Cleanser 150mL

Thanks for purchasing with us! We want you to be 100% happy with your products, so if what you’ve ordered isn’t quite right, we offer a 7-day refund and exchange policy for your peace of mind. 

All you need to do is simply contact us within 7 days of receiving your order, and we’ll be happy to offer a store credit, exchange, or refund on an item you've purchased from us. To contact us fill out this form.

Our returns policy includes: 

• change of mind
• faulty items
• incorrect item/damaged on arrival
• an allergic reaction to a product 

Change of mind

If you’ve had a change of heart with your order, we’ll be happy to offer a store credit, exchange, or refund on an item you've purchased from us, provided that:

• you have a valid proof of purchase
• the product is in its original packaging including manuals, pamphlets and all accessories
• the product is in a re-saleable condition
• the product has not been used or damaged
• the product is not listed on our non-return items below 

Please note, we will not be able to process change of mind returns on: 

• gift cards and vouchers
• prescription, pharmacist only and pharmacy-only medicines
• vitamins and supplements
• baby/infant formula
• sanitary goods
• flammable liquids
• consumable items (such as food)
• sale items
• clearance items
• Items with more than 6 months expiry date
• other products advertised as being non-refundable for change of mind. 

If your item is faulty 

If the item we’ve sent you is faulty, please contact us with a detailed description of the product fault, and a photo if possible. 

VITAL+  will accept product returns and provide you with an exchange or refund where: 

• the product is faulty or is not of acceptable quality, or
• significantly different to those shown or described to you, or
• the product is not fit for its intended purpose, or
• the product is unsafe, and
• you can present your VITAL+ receipt, online tax invoice or other adequate proof of purchase 

Please note, we will not be able to process returns on clearance items

VITAL+ may elect to return the product to the manufacturer to determine the nature of the problem. VITAL+ reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect. 

If your item is incorrect or damaged on arrival

If your order is incorrect, or the item arrives damaged, please take a photo and fill out this form within 7 days of delivery. If you don’t notify us within 7 days, your request may be denied. 

Please note, we will not be able to process returns on clearance items

If you have an allergic reaction to a product

All our products are meticulously tested and of the highest quality, but in the rare instance you have an allergic reaction to something you’ve bought from us, please take a photo of the reaction and discontinue use of the product immediately. 

Allergy returns must be less than 10% used upon arrival back with us. 

Please note, we will not be able to process returns on clearance items

How do I return my item? 

To return your item, please fill out this form with information about the item you want to return. 

Return the product along with your valid proof of purchase, to:

VITAL+ Pharmacy

Shop B2-954, Mascot, 2020, NSW

Once your return is received and inspected, we’ll send you an email to notify you that we’ve received your returned item and the status of your request. 

All approved returns will automatically be applied to your credit card or original method of payment within five business days. 

** Please note** If the requirements in this policy are not strictly complied with (for example, if you’ve indicated that a product is faulty and we later determine it’s not faulty, or a product returned for change of mind is not resaleable when we receive it) we will be unable to return the product to you, or provide you with a refund or exchange. 

FAQ 

Am I eligible for an exchange? 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@vitalpharmacysupplies.com.au and send your item to: 91-93 Darlinghurst Rd, Kings Cross, NSW 2011, Australia. 

Am I eligible for free return shipping? 

For ‘change of mind’ returns, no exchanges can be provided, and the original shipping fee will not be refunded. 

For faulty returns, the original shipping fee will be refunded for refund requests only. 

Exchanges will be posted free of charge. 

How long will it take to receive my refund? 

Refunds can take up to 5 business days depending on your payment method.
If you haven’t received a refund after 5 days, first check with your bank, then contact your credit card company. It may take some time before your refund is officially processed.

If you’ve done all of this and you still haven’t received your refund, please contact us at orders@vitalpharmacysupplies.com.au. 

I've purchased an electrical item that’s still under warranty — what happens now?

Please contact us within the warranty period, and we’ll be happy to assist. Please note that some electrical warranties are processed through the Australian Distributor directly, and you may be asked to return the product directly to the supplier. 

I've purchased an item incorporating free gifts and bundles — what happens now?  (e.g.:  Buy 2 Get 1 Free)

Where any product is purchased as part of a transaction qualifying for a free gift; gift with purchase, bonus offer or bundle offer, the gift or bonus items and all items within the bundle offer must be returned. 

Any other questions? 

If you have any queries about our Refund & Exchange process, or require further assistance, please email us at orders@vitalpharmacysupplies.com.au or call +61 2 9358 1822 (9am - 5pm AEST, Monday to Friday, excluding national public holidays). 

You can also contact us via our online chat for further information.