Refund Policy

Refunds and credits on the Elastoplast store

In the instance of damaged products, faulty stock or incorrect goods being provided, customers are required to report their issue to elastoplastqueries@beiersdorf.com within 14 days of receipt of the goods. 

Claims outside of this window will not be accepted unless, in relation to faulty or damaged products, there is a product guarantee that cannot be excluded under the Australian Consumer Law (Consumer Guarantees).

If the issue is related to a problem with the quality of the product (ie. damaged or faulty goods), please provide photographic evidence of the issue or return the item/s following the process detailed below.

With problems related to pricing discrepancies, products missing from your order on receipt, or incorrect items being provided, please send an email outlining the issue to the email address listed above. This will then be investigated, and it will be determined whether an error has occurred.

 

How do I return the products?

If a return is required, it will be free of charge for you. In this case, please note the following information which will facilitate the handling of the return and accelerate the process:

  1. Use the original packaging to return the goods.
  2. Customer service will contact you to arrange collection and provide a consignment label to be placed on each carton that is being returned.
  3. Once stock has been returned to our warehouse a credit will be generated and a refund issued on the credit card used to make the payment.