Refund policy

We want you to feel confident when purchasing from OptiDerm. Please read our Returns, Refunds & Warranty Policy carefully before making your purchase.

14-Day Returns

We have a 14-day return policy, which means you have 14 days from the date you receive your order to request a return.

To be eligible for a return, your item must:

  • Be in the same condition in which you received it

  • Be unused and show no signs of use

  • Be returned with all original components, accessories and packaging

  • Be accompanied by proof of purchase

For hygiene and safety reasons, LED masks that have been used or worn cannot be returned for change of mind, unless the product is faulty or you are otherwise entitled to a remedy under Australian Consumer Law.

To request a return, please contact Hello@optiderm.com.au within 14 days of receiving your order.

Returns must be approved by OptiDerm before being sent back. If your return is accepted, we will provide you with return instructions, including where to send your item. Items returned without first requesting and receiving return authorisation may not be accepted.


Damaged, Faulty or Incorrect Items

Please inspect your order as soon as you receive it.

If your LED mask or another item arrives damaged, is defective, or you have received an incorrect product, please contact Hello@optiderm.com.au as soon as possible with your order details and photographs or videos showing the issue where applicable.

Our team will assess the issue and provide you with the appropriate next steps.

1-Year LED Mask Warranty

OptiDerm LED masks are covered by a 12-month warranty from the date of purchase against manufacturing defects and faults arising under normal intended use.

If you experience an issue with your LED mask during the warranty period, please contact Hello@optiderm.com.au with your order number, a description of the issue and any requested photographs or videos so our team can assess your warranty claim.

The warranty does not cover damage caused by:

  • Accidental damage, dropping or impact

  • Misuse, neglect or improper handling

  • Water or liquid damage where not permitted by the product instructions

  • Failure to use, store or care for the device in accordance with the supplied instructions

  • Unauthorised modifications, repairs or tampering

  • Normal wear and tear

  • Damage caused by using incompatible accessories, chargers or power sources

Where a valid warranty claim is confirmed, OptiDerm will provide an appropriate remedy, which may include repair, replacement or another remedy as required under Australian Consumer Law.

Refunds

Once your eligible return has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact Hello@optiderm.com.au.

Australian Consumer Law

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.

Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law. Where a product has a major failure, you may be entitled to a replacement or refund, and for other reasonably foreseeable loss or damage. Where a failure is not major, you may be entitled to have the product repaired or replaced within a reasonable time.