Returns Policy

RETURNS POLICY

At Soratinex, we understand that so many psoriasis sufferers have spent hundreds, if not thousands of dollars on failed treatments.  This can lead to a sense of distrust in what would seem like ‘yet another cream’.  We appreciate that you have taken a leap of faith in the Soratinex range and we would like to assure you that we are here to support you on this journey.

The Soratinex range is designed for mild-moderate psoriasis prone skin and therefore applying to other skin conditions, such as eczema or more severe presentations, may lead to skin irritation.  We ask that before starting with Soratinex, you are confident of your psoriasis diagnosis, complete a 72 hour patch test before full use and ensure you do not apply to any sensitive areas, such as the eyelids or groin area.

In the rare case that Soratinex has not been suitable for your particular skin type and has caused irritation, please contact our support team immediately.  They will advise you on the best course of action, as well as provide you with  advice on an alternative treatment approach.  This may involve a product exchange or refund, depending on the case.  When contacting our support team, please send your name, order number and the nature of your concern to info@mtdermaceuticals.com.  Our team will endeavour to reply within a few days.

DAMAGED OR LOST PARCELS

In the event that your parcel is damaged or lost in transit, please contact our support team as soon as possible.  Please send your name, order number, a photo of the damaged goods (if applicable), along with details of the nature of the damage/concern to info@mtdermaceuticals.com.  It is important that damage is reported to us within 7 days of receipt of goods.  Once we have been notified, we will follow up with the delivery provider and update you on the outcome as soon as possible.  Parcels that have been confirmed lost or damaged in transit will be replaced by Soratinex in full.

MISSING ITEMS

If, upon opening your package, you find any items missing from your order, please notify us IMMEDIATELY of the item(s) missing via e-mail to our Customer Services Department – info@mtdermacueticals.com.

Please provide full details specifying the items missing, your name and contact details. We will acknowledge receipt via return email and follow up on the missing items and report back to you. Missing items are sent to you free of any costs.

ITEMS INCORRECTLY SENT

If you have received an incorrect item(s) please do not open or use the product. Once you have done this we cannot accept it back and replace it with the correct item ordered. You will need to notify us IMMEDIATELY of the incorrect product via phone or email and we will need to receive it, “the original”, back in the same condition as it was sent.

Please provide full details of the missing item and the item that you received in lieu, your name, order number and contact details.

We will undertake, in good faith, to send the correct product ordered to you free of charge. However, upon receipt of the returned item(s)…if it is found to have been opened or used, we may upon our discretion charge you for the(those) item(s) as well as the subsequent delivery fee(s) involved in sending the replacement product to you and arranging the return of the incorrect item(s).

CONCERNS OR COMPLAINTS

If you are unhappy or disappointed with our service or products, in any way, we would appreciate your feedback. You are very important to us and we will therefore endeavour to do everything we can to resolve your complaint(s) to your satisfaction. In the unfortunate event of an eventual complaint, the case will be heard under Australian law.

Our Customer Service Department operates between 9.00am – 5.00pm Monday to Friday, Australian E.D.S.T. Our Customer Service number is + 61 3 9770 5337. (Please note that the phone will be answered Psoriasis Eczema Clinic – it is the same organisation)

You may of course leave a telephone message but it would be preferred if you could send us an email.

Our email address is: info@mtdermaceuticals.com

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