Refund and Returns Policy

Product Unsuitability

In the unlikely event you experience a reaction to a product, you have the option of an exchange or refund given the following conditions have been met:
• You must contact us by phone on 0401 759 599 or via email by close of business the day after your reaction advising of same, together with clear photographs showing any visible reaction.
• We will advise you if any further documentation is required from you within 48 days. Such documentation may include a doctor’s certificate, statutory declaration or letter from a pharmacist.
• The products must be returned to us within 7 days of notifying us of your reaction. The items must be sent to Online Returns/Exchange address: The Dermal Diary, 4 Ridge Street, North Sydney, NSW, Australia, 2065 or such other address as notified by us to you in writing.

Online Orders
• Whilst we take upmost care in the packing of your product orders, once orders have left our premises with Australia Post we are no longer responsible for the delivery of the products. Therefore if they do not arrive or are damaged in transit we are not responsible for that damage.

Additional Information
• Provided the conditions of our Refund & Exchange Policy have been met, refunds will be processed via credit card or bank transfer.
• Please note that you will be liable for any delivery costs you incur unless goods are returned in accordance with your Statutory Rights (e.g. they are faulty or not as ordered).


Australia Orders
Products will be sent by Australia Post, securely and safely wrapped. Orders received before 12 noon between Monday and Friday will be shipped within the same day.

For all orders over $100 in value – we will pay your shipping costs! Your free shipping will be applied automatically on the cart and checkout pages.

For all orders less than $100 in value – a flat rate shipping fee of AUD $10 applies.

International Orders
We send to around 190 countries world wide via Australia Post International Express (see note below), securely and safely wrapped. This gives you tracking door to door with a Signature required on delivery – peace of mind.
Postage costs on international orders is determined by the zone it is being sent to and the weight of the fully wrapped parcel. These will be shown during the checkout process.

For all orders – a flat rate shipping fee of AUD $30 applies. Should any import fees, tariffs, taxes or other charges be payable, The Dermal Diary will not pay these fees and charges and it will be your responsibility to pay them.

International items will be sent via Australia Post International Express. Please allow up to 7-10 days though usually, they arrive in under 4 depending on the country.


The Dermal Diary respects your privacy

The Dermal Diary provides an easy to use, advice and product-based skin care online store, with its only office being in Sydney, NSW, Australia. Our contact details are on our webpage

We take seriously our obligations under the Australian Privacy Principles Policy and the 2018 European (GDPR) General Data Protection Regulations. This states what personal information we can collect, how this information can be stored, how you can contact us if you have any concerns about your personal information and how you can amend or delete any information we may hold.

What Information do we collect:
We will only use the information that you provide us with for the primary purpose it was provided for and will request consent before adding you to our mailing list or any other list containing any of your personal data. You will always be able to easily remove yourself from any list. There are several different types of information that we may collect when you visit our site or purchase from us and they are outlined below.

• Order information such as your name, billing address, delivery address, email address and phone number are collected at the time you place your order and are necessary to effect delivery of the products that you order, and to contact you regarding your order if necessary. These details are retained in our database for record keeping purposes and to facilitate any further communication or for orders you may wish to do in the future.

Who on our team has access:
Members of our team have access to the information you provide us. For example, both Administrators and staff can access:

• Order information such as what was purchased, when it was purchased and where it should be sent, and
• Customer information like your name, email address, and billing and shipping information.

Our team members have access to this information to help fulfil orders, process refunds and to support you.

You will be able to modify or delete personal details by logging into your account page. At the time of purchase, you will have the option to register to receive our informative and interesting approximately fortnightly newsletter and weekly promotional bulletins. At any stage you may unsubscribe to these from the bottom of any of the emails.

• This information can also be used if it is necessary for you to return your product for any reason.
• Your email address may also be used to contact you if you discontinue a shopping session. We may contact you via email to see if there were any problems and if we can help you complete your transaction.

If you elect to pay online using your credit card or paypal your details are not viewed by us at any time during the transaction. These details are necessary to process your order using this payment process. They are encrypted and passed directly to Paypal through our security provider. Any other information you provide at the checkout, such as comments or survey responses, is used to better plan future items to add and developments for the web site.

If you register on the site for our Newsletter or download an informational PDF we will collect your name and email address which will be added to our mailing list. We will use these details to notify you about new developments, products, competitions, campaigns, news and events via our regular approximately fortnightly or weekly Newsletters. Removing yourself from the mailing list will also be easy – just click on the “Unsubscribe” link at the bottom of any of our emails.

Online Consultation Submissions give you the opportunity to email us questions about your skin concern in order for us to advise and help you solve this concern. The information you send to us is safely stored in the back end of the website . It is not transferred to any third party and can be deleted at your request by notifying us. This information includes some health and lifestyle questions, medications, skin concerns and may include personal photos. Your answers to these are only used to give you the best possible advice regarding the skin concerns you are requesting help for. At the time of submission our skin care advisor is notified who answers your queries directly from the submission form via email.

How and why we use your data:
• First and foremost, we use your personal data to operate our website and to develop and maintain the best relationship we can with you.
• To process your order.
• To communicate with you. This may include help with using the website, with choosing products, or other help as required from time to time. It may include changes to the website or to our communication methods.
• Providing you with information you have requested from us.
• Asking you for information, feedback or research regarding products or our services to you. A third party may be engaged to assist us with this.
• To protect and help prevent any fraudulent activity and ensure everyone is using our website fairly.
• To analyse, collect and report for site maintenance and improvement and to provide information about which and how often certain pages are viewed. This helps us to understand the products our customers are interested in and alerts us to any areas of the site that may need some help or are of concern. This information may be obtained via a third party, however will be anonymised prior to being reported on.
• To market to you: as well as delivering our newsletters to you we may also use your data to target advertising to you online via our own promotions and website and through third party websites and their platforms.
• To comply with legal obligations.

How we share your data:
There will be times when we need to share your personal data with third parties:
• Third party service providers and partners who enable us to support delivery of a service to you or provide functionality of the website, or to market or promote our goods and services to you.
• Government and law enforcement agencies if we are required to provide your details by law or if you have violated our terms of service. Where possible and when appropriate, we will notify you of this type of disclosure
• If and when an actual or potential buyer (or agents thereof) in connection with a business wants to purchase or merge with our business.

Third party’s which we use (and our website also uses the following cookies) include:
Google Analytics: The information is depersonalised and is displayed as numbers, meaning it cannot be tracked back to individuals. This will help to protect your privacy. Using Google Analytics we can see what content is popular on our website, and strive to give you more of the things you enjoy reading and watching. It allows us to see information on user website activities including, but not limited to page views, source and time spent on website.

Facebook: We use retargeting codes to log when users view specific pages, allowing us to provide targeted advertising in the future.

Mailchimp: We use Mailchimp to manage and store our data base and send out our newsletters and many other communications to registered consenting account owners of the website.

Australia Post: handles your parcel and ensures it reaches the address you have provided to us. On rare occasions, we may use a courier service to ensure you receive your products in a timely fashion.

Retention of your data:
• The length of time we keep your personal data depends on what it is and whether we have an ongoing business need to keep it. This may include to provide you with ongoing services, to comply with any applicable legal, tax or accounting purposes.
• If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognize and approve any follow-up comments automatically instead of holding them in a moderation queue. For users that register on our website (if any), we also store the personal information they provide in their user profile. All users can see, edit, or delete their personal information at any time (except they cannot change their username). Website administrators can also see and edit that information.
• We will retain your data in a safe and secure form for as long as we have a relationship with you and for a reasonable amount of time afterwards where, for business reasons we need to retain it. Following this period, we’ll ensure it is deleted or anonymised in a secure and appropriate manner.

Third party providers & International Orders:
Once you leave this website, or are redirected via a link to a third party site from our website you are no longer covered by our policies. It is wise to read these third party privacy policies so you understand how they may use your personal information.
If you decide to proceed with a transaction using a third party, you may be subject to the laws of another jurisdiction, such as in the case of international orders.
Visitor comments may be checked through an automated spam detection service.

Third Party and Cookies:
The Dermal Diary website will from time to time contain hyperlinks to other sites both in Australia and overseas. The Dermal Diary cannot be responsible for the data protection and privacy practices of these sites.

Articles on this site may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website.

These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracing your interaction with the embedded content if you have an account and are logged in to that website.

We urge users to take time to examine individual privacy policies and guidelines on other sites.

What are Cookies and what are they used for?
Cookies are files which can be placed onto your computer’s hard drive after permission has been given. There are numerous benefits to having cookies placed on your hard drive. If you have accepted, cookies are used to identify when you visit a particular site, as well as analyse web traffic. Cookies also facilitate a more personal web experience, allowing web applications to gather information about your personal preferences, and respond to you as an individual. You have the choice of whether or not to accept cookies through the majority of web browsers. You can decline cookies within your web browser settings if necessary. However, doing so will not give you full functionality of the website. If you accept cookies, we are able to monitor which pages our visitors find useful. This provides us information to be used for a better user experience. We do not have access to your computer or any other information about you through the use of cookies.

At The Dermal Diary website this information is only used for the purpose of statistical analysis to ascertain which pages are being used to analyse website traffic and ensure we can give you an easy online shopping experience.

Please visit: for more information on cookies.
If you leave a comment on our site you may opt-in to saving your name, email address and website in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year.

If you have an account and you log in to this site, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is discarded when you close your browser.

When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select “Remember Me”, your login will persist for two weeks. If you log out of your account, the login cookies will be removed.

Please see this guide for details on how to turn off/ manage your cookies:
• Internet Explorer –
• Firefox –
• Chrome –
• Safari –
iPad/iPod/iPhone – –

You also have rights to:
• know what personal data we hold about you, and to make sure it’s correct and up to date
• request a copy of your personal data, or ask us to restrict processing your personal data or delete it
• object to our continued processing of your personal data
• change the personal information if it is wrong or has changed. You can do this yourself by logging into your account or email us and we will make the relevant changes for you.

You can exercise these rights at any time by sending an email to

If you’re not happy with how we are processing your personal data, please let us know by sending an email to We will review and investigate your complaint and try to get back to you within a reasonable time frame. You can also complain to your local data protection authority. They will be able to advise you how to submit a complaint.

How to contact us:
We’re always keen to hear from you. If you’re curious about what personal data we hold about you or you have a question or feedback for us on this notice, our websites or services, please get in touch.

Our email is

If you would like to complain about a breach of the Australian Privacy Principles you can contact us directly by email at or in writing by sending a letter to 4 Ridge Street North Sydney NSW. We will look into your complaint and respond promptly in writing notifying you of what we will do in response.

If you are unsatisfied with our response you can contact the Office of the Australian Information Commissioner.


Terms of Use


The Website is owned and offered by The Dermal Diary Pty Ltd (“The Dermal Diary”) to you, the user, conditional upon your acceptance without modification of the terms and conditions set forth herein ("Terms of Use"). Access and use of the Website is subject to these Terms of Use and all applicable laws, statutes, and regulations. The Website has been designed to provide general information about The Dermal Diary and its business and to offer the opportunity to purchase The Dermal Diary products & receive regular newsletters and updates on The Dermal Diary products. The information provided at the Website is not intended to provide medical advice. Users of the Website should be aware that no regulatory agency has deemed the products described herein to be effective or intended to diagnose, treat, cure or prevent any disease. If there is any inconsistency between information provided on this website and any information provided with a The Dermal Diary product, the latter should be taken as most correct.

Acceptance of Conditions
Purchasing of The Dermal Diary products & subscription to The Dermal Diary newsletter (newsletter) and use of the Website are governed by these Terms and Conditions. By purchasing/subscribing to the newsletter and using the Website you have agreed to these Terms and Conditions. The Dermal Diary reserves the right to amend these Terms and Conditions at any time. Your continued access to the website and subscription to the newsletter will constitute your acceptance of any changes or revisions to the Terms and Conditions. Your failure to follow these Terms and Conditions may result in suspension or termination of your access to the website and the newsletter, without notice.

No Reliance
While The Dermal Diary has endeavored to ensure the accuracy of the information accessed via the website and distributed via the newsletter, The Dermal Diary does not guarantee or give any warranty as to the accuracy, timeliness or completeness of any information or material on the website or in the newsletter.

Entry Into Competitions
As a subscriber of the newsletter you will be given the opportunity to enter competitions from time to time via the newsletter, as well as the opportunity to take advantage of special offers. Each competition and special offer is subject to terms and conditions which will be available to you via the newsletter at the time of entering the competition or viewing the offer. Any competition that is made available to the public is governed by its own terms and conditions subject to law. The terms and conditions of each competition will be made available to all prospective entrants and should be read in conjunction with this Agreement.

Online Purchases
If a product you purchase does not match the description on the Website, as your sole and exclusive remedy you may return the product, unused, to The Dermal Diary and receive a refund of your purchase price only. Items in your shopping cart will reflect the most recent price displayed on the item's product detail page. Prices are frequently updated to adjust for different sales, limited pricing, and other discounting. Therefore, prices on the product detail page and in your cart may change after such updates to reflect the current prices. Placing items in your cart does not reserve the current prices shown at that time, and prices are reserved only by placing an order. From time to time, despite our efforts, a small number of the items in our catalogue may be mispriced. Please note that such errors or inaccuracies may be related to product descriptions, pricing and availability. In the event of a pricing error, The Dermal Diary will take one of the following options: (i) If an item's correct price is lower than our stated price, we will charge the lower amount and ship you the item; or (ii) if an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation. We apologise for any inconvenience. If you are not satisfied with your purchase due to any errors or inaccuracies, you may return it in accordance with our returns policy. Discounts are limited-time offers and are not valid with other offers. For shipping, cancellation, and other ordering questions, please refer to our Refunds and Shipping Policies.

Links to the Website
The website and the newsletter may contain links to other websites and may on occasion display content or information from other websites within frames on the website. Websites or pages to which the website or newsletter are linked are for information only and have not been reviewed by The Dermal Diary. The Dermal Diary has no responsibility for the content of the websites or pages linked or linking to the website or the newsletter.

Editing and Deletions
The Dermal Diary reserves the right to review, edit, move or delete any material provided for display or placed on the website or in newsletters, without notice.

Use of Electronic Addresses
All electronic addresses of The Dermal Diary and its employees published on the website or in the newsletter are for business purposes only. The publication of those electronic addresses should not be taken as consent by The Dermal Diary and its employees to receiving unsolicited commercial electronic messages not directly related to the website, the newsletter or The Dermal Diary’s business.

Your purchase or subscription to the newsletter and your access of this website constitutes acceptance of our Privacy Policy.
By purchasing The Dermal Diary products on line or subscribing to the newsletter you are consenting to receive electronic communications from The Dermal Diary regarding the newsletter and The Dermal Diary’s products, offers and services. You can withdraw your consent by unsubscribing at any time simply by click "unsubscribe" or "manage subscriptions" from the electronic communication.

Intellectual Property
The website and newsletter are the property of The Dermal Diary. The website and the newsletter, including (but not limited to) text, content, software, video, music, sound, graphics, photographs, illustrations, artwork, photographs, names, logos, trademarks and other material (Content) are protected by copyright, trademarks and/or other proprietary rights. The Content includes both content owned or controlled by The Dermal Diary and content owned or controlled by third parties and licensed to The Dermal Diary. All individual articles, reports, and other elements making up the website and the newsletter may be copyright works. You agree to abide by all applicable copyright laws and by all additional copyright notices or restrictions contained in the website and/or newsletter. Except for the purposes of viewing the website and newsletter, you must not copy, adapt or distribute those materials unless you have first obtained our written consent to do so. You may not use any of The Dermal Diary’s trademarks, trade names or brands without The Dermal Diary’s prior express written consent and you acknowledge that you have no ownership rights in and to any of those names, brands or marks. You agree to notify The Dermal Diary in writing promptly upon becoming aware of any unauthorised access to or use of the website or newsletter by any party or of any claim that the website, newsletter or any of the contents of the website or newsletter infringes any copyright, trade mark, or other contractual, statutory or common law rights of any party.

Limit of Liability
The Dermal Diary makes no warranties or representation about any content or information on this website or in the newsletter, and to the extent permitted by law exclude (and where law does not permit an exclusion, limit to the extent permitted by law) all: warranties and representations about the currency, accuracy, suitability or reliability of any content or information on the website and newsletter; and liability for any direct, indirect and consequential costs, losses, damages and expenses incurred in any way (including but not limited to that arising from negligence), connected with any use or access to the website or any reliance on information contained on the website and newsletter. The Dermal Diary will not be held responsible for Content provided by third parties. The Dermal Diary is also not responsible for the reliability or continued availability of the telephone lines and/or equipment you use to access the website and newsletter. The Dermal Diary does not warrant that the website or newsletter are compatible with your computer equipment or that the website, the newsletter or their servers are free of errors or viruses, worms etc and The Dermal Diary is not liable for any damage you may suffer as a result of such destructive features.

Any attempt to deliberately damage the website, the newsletter, or the information on the website or in the newsletter, or to otherwise undermine the legitimate operation of any competitions, may be a violation of criminal and civil laws and should such an attempt be made, whether successful or not, The Dermal Diary reserved the right to seek damages to the fullest extent permitted by law.

Termination of Access to the Service
The Dermal Diary has the right to terminate or suspend your subscription to the newsletter, for any or no reason, without notice and without liability.

While The Dermal Diary is pleased to receive feedback, comments and ideas from visitors to the Website, any information that you submit through the Website will be considered non-personal, non-confidential, and non-proprietary (other than personal information, as that term is defined in our Privacy Policy). Please read the Privacy Policy before submitting personal information to The Dermal Diary. Your use of the Website constitutes your acceptance of all the terms of the Privacy Policy. If you transmit any ideas, information, concepts, know-how or techniques or materials to us through the Website, you hereby grant The Dermal Diary an unrestricted, royalty-free, irrevocable license to use, reproduce, display, perform, modify, transmit and distribute them in any medium, and agree that The Dermal Diary is free to use them for any purpose.

This website and the newsletter and their use are governed by the laws of Australia and the State of New South Wales. In consideration of your use of the Website, you represent that you are at least 18 years of age, or the legal age to form a binding contract in your jurisdiction if that age is greater than 18 years of age, and you agree to provide accurate and complete information about yourself as requested in any order or account registration form (the "Registration Data"). If The Dermal Diary suspects that your Registration Data is inaccurate or incomplete, The Dermal Diary may suspend or terminate your account. The Website may only be used by individuals who can form legally binding contracts under applicable law. Without limiting the foregoing, the Website is not available to children (persons under the age of 18). If you are a under the age of 18, you can use the Website only in conjunction with, and under the supervision of, your parent or guardian who has agreed to the Terms of Use. If you do not qualify, do not use the Website. You shall indemnify, defend and hold harmless The Dermal Diary, its officers, directors, shareholders, employees, agents and representatives against all liability, demands, claims, costs, losses, damages, recoveries, settlements and expenses including without limitation interest, penalties, attorneys' fees, accounting fees, and expert witness fees arising out of or related to (i) your use of the Website or the Content and (ii) any breach or non-compliance by you of these Terms of Use. The Dermal Diary shall have the right at its own expense, but not the obligation, to assume the exclusive defence and control of any matter subject to indemnification by you, and you shall not in any event settle any matter without the prior written consent of The Dermal Diary. The Dermal Diary reserves the right to seek all remedies available at law or in equity for violations of these Terms of Use, including the right to block access from a particular internet address to the Website.

The information and reference materials contained on The Dermal Diary blog are intended solely for the general information of the reader. The information contained on this blog is for discussion purposes only and is not intended to diagnose health problems or to take the place of professional medical care. The information contained herein is neither intended to dictate what constitutes reasonable, appropriate or best care for any given health issue, nor is it intended to be used as a substitute for the independent judgement of a physician for any given health issue. The major limitation of informational resources contained herein is the inability to take into account the unique circumstances that define the health issues of any patient. Please consult your health care provider for medical advice.