Due to the nature of the products ordered, unless your parcel was damaged in transit the Michael Tirant Dermaceuticals (MTD) cannot accept returns of goods. So, it is VERY important that upon receipt of your delivery, you inspect the packaging and goods for any visible signs of damage.
Please provide full details specifying the nature of the damage, your name, order number and contact details. An email acknowledging your problem will be sent to you. We will follow up with the delivery company and report back to you, also via email.
Should you fail to contact us within 2 working days of the damage we will not be able to take it up with the delivery company and replacement of the damaged products will not be possible.
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.
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 like to know. As you are very important to us we will 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.
We will acknowledge receipt of your email and give you a reference number by email.
We will endeavour to address your concerns as quickly as possible and reply by email.
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: firstname.lastname@example.org.