Terms and Conditions

Zentra Imports & Distribution

Brand: Cristerdam Australia

Last Updated: 25/10/2025

At Cristerdam Australia, we value your satisfaction and are committed to providing high-quality skincare products.

If you are not completely satisfied with your purchase, our 14-Day Return and Refund Policy allows you to request a return under the conditions outlined below.

You may request a return or refund within 14 days of receiving your order if one or more of the following apply:

• The product arrived damaged, leaking, or defective.
• You received the wrong item.
• You changed your mind and the product is unopened, unused, and in original condition.

To qualify:

• Products must be unopened, unused, untested, and in original packaging (including seals, labels, and boxes).
• Returns must include a proof of purchase (order confirmation email or receipt).
• The item must be returned within 14 calendar days from the date you received it.

⚠️ We cannot accept returns for:

• Opened or used skincare, cosmetic, or personal care items (for hygiene reasons).
• Products damaged by misuse, mishandling, or improper storage.
• Sale or clearance items, unless they arrived damaged or faulty.

To initiate a return:

1. Contact our Customer Support at info@cristaderm.com.au within 14 days of delivery.
   Include:
   • Order number
   • Product name
   • Reason for return
   • Clear photos (if item is damaged or incorrect)

       2. Once your request is approved, we will provide:

• A Return Authorisation Number (RMA)
• The return shipping address and instructions

       3. Pack the item securely in its original packaging and send it back to us.

Please note:

• Return shipping costs are the responsibility of the customer, unless the item was delivered damaged, faulty, or incorrect.
• We recommend using a trackable shipping service to ensure safe delivery.

Once your returned item is received and inspected:

• You will receive an email notification confirming approval or rejection of your refund.
• If approved, a refund will be issued to your original payment method within 5–10 business days (depending on your bank or payment provider).
• Refunds cover the product cost only; shipping charges are non-refundable, unless the return is due to our error.

If the returned product is found to be opened, used, or not in resalable condition, the refund may be declined and the item returned to you at your expense.

We currently do not offer direct exchanges.

If you wish to replace a product, please return the eligible item for a refund and place a new order.

If your order arrived damaged or incorrect:

• Please notify us within 7 days of delivery by emailing info@cristaderm.com.au with photos of the damage or wrong product.
• Once verified, we will offer a replacement or full refund (excluding shipping).

Nothing in this policy affects your rights under the Australian Consumer Law (ACL).

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

For all return and refund enquiries, please contact:

Zentra Imports & Distribution

Email: info@cristaderm.com.au