Terms & Conditions / Shipping & Returns Policy
Please read the Terms & Conditions in full so as to understand your Rights & Obligations when purchasing from this site.
All products will be shipped on every Wednesday with order close off time by 9am, Australian CST.
To ensure arrival RENEW ME (AUST) PTY LTD ships all items, for orders outside of Australia, through Australia Post. We are unable to ship through any other courier outside of Australia. Therefore, when the item lands into your country, your official postal system will take over the delivery process.
Please Note: WE DO NOT SELL TO GERMANY or any countries deemed by the Australian Government as a Covid-19 Hot Zone.
Code of Conduct
As a user of this site, bullying, harassment, threats or abuse of any kind is not tolerated including discussions regarding our Terms and Conditions which are governed by the Australian Fair Trade Act (this includes abusive behavior towards Administrators via emails and the Chat Service). Should you choose to conduct yourself in this manner, Renew Me Administrators reserve the right to terminate your account without notice and report your conduct to PayPal, After Pay or your Banking Institution.
International Orders and Delivery
You will be notified through your RENEW ME Shopping Cart Account and by email, when your order has been despatched. Please log onto your RENEW ME Account, go to My Account, look for the Order Number applicable to your order, and you will find the date of despatch, the tracking number and website to track it on.
Delivery of your order takes approximately 2-4 weeks. In the unlikely event that your item is taking longer to arrive, we ask that you take your International Tracking Code that was emailed to you at date of despatch and enter it into https://parcelsapp.com/en to determine where your product is located, or take your Tracking Number to your local Postal Authority and request they track the item.
You can track your item on www.auspost.com.au/track (not applicable for Registered Post) and https://parcelsapp.com/en or on the website of the official postal service in your country.
Your Postal Authority is responsible for delivery in your country once the product has arrived in your Country. Australia Post and RENEW ME (AUST) PTY LTD unfortunately has no further control or influence over who and how it is delivered from the point that the package clears Australian Customs and is sent on its way. Whilst we cannot take responsibility for non delivery of items in your country, we do however take you through all steps to assist you in recovering your item should it become lost.
Import Duty Fees Applicable To Your Country
Please be aware you may be required to pay extra duties and fees over and above payment for product and postage. This typically applies to most European Countries, Canada, UK & Ireland. Due to the low threshold value your Customs Department has imposed for importing into your country you are required to research what the Import Duty will be BEFORE PURCHASING FROM THIS SITE. (note - you are considered the "importer" because you are purchasing goods outside of your country).
Please be aware that these charges are the customer's responsibility and are beyond our control. We advise that you contact the relevant government body in your country for information on what these charges might be.
Renew Me (Aust) Pty Ltd and Australia Post are not responsible for import duty fees applicable to your Customs Agency in your country. You as the resident of your country are responsible for knowing and understanding the import duty threshold applicable to your Government Policies.
These are fees charged by your country as per the Import Duty Legislation that is governed by your Country once the product is cleared by Customs. The fees are NOT extra postal charges. This is a fee charged by your country and is not included and different to your product and postage fees.
USA and other countries have higher threshold values, therefore falling under the threshold and as such import duty fees are not imposed.
Please research the Import Duty Thresholds in your country before ordering from this site if you are not sure.
TAKE NOTE : United Kingdom, Ireland, Europe & Canada
Customs Duties and Mail Fees may be imposed. Please be aware that these are fees and duties that are charged by your country and are payable to those agencies before they release your order. These fees are NOT extra postage fees. These charges are the your responsibility to pay and are beyond our control.
Your Responsibilities when ordering from this site
Note that it is your responsibility to know and understand what your Obligations will be and how much you will be required to pay over and above the purchase price from this site BEFORE ordering from this site.
Ordering from this site is the same as any other site that you order from outside of your country. There are laws that have to be followed. Renew Me (AUST) Pty Ltd has no control over Import Duty Legislation or Postal Authorities and how they choose to deliver your order in any country.
Should you require support with your order, we do our utmost to help you, know however that we have no influence over the world wide shipping system.
Exporting and Stated Declarations of Purchase Price
PLEASE NOTE - We do not understate values on any items that we export. Please do not ask us to understate order values by leaving notes in your order pre or post purchase. Under law, we are required to declare the status and the value of each parcel accurately. It is a criminal and fraudulent offense for us to make a false Customs declaration and as such we are unable to misrepresent the value of your goods for import duties/tax fees purposes.
We send the product to you in good faith with the assumption that you have taken all steps to research the Import Duty Fees & Legislation applicable to your country and what your obligations may be and that you have read our Terms and Conditions of doing business with us.
If for any reason you decide not to pay extra Import Duty Fees when your item is delivered, it will be returned by your Customs Authority to RENEW ME (AUST) PTY LTD.
Unfortunately we do not refund items based on refusal to accept your package or refusal to pay extra Import Duty Fees.
We do not "return post" to you. If you request your item to be re sent, you will be asked to pay for full rate postage cost again. We do not offer to pay for postage, as it is your responsibility to be fully aware of your obligations before purchasing from this site. RENEW ME (AUST) PTY LTD will not pay nor is responsible to pay for return postage if you do not pay your Import Duty Fees or if you have entered an incorrect delivery address.
For your convenience, we make all efforts to alert you to your obligations and assume that you are fully aware of Customs Duty Fees due, for your Country before purchasing from this site.
As at January 2022 Renew Me (AUST) Pty Ltd offers subsidised postage rates. If you choose for us to return an item, you will be charged full rate postage and no subsidies will be offered.
When you check the "I have Read the Terms & Conditions" box, before you order, it is deemed that you have READ and ACCEPTED the terms of purchasing from this site and fully accept our terms.
You may cancel your order prior to despatch, and your money will be refunded in the same way is originally paid. Ie: if paid by PayPal you will be refunded via PayPal. However, if your item has been despatched we are unable to offer a refund.
Change of Mind Policy
We do not refund on Change of Mind once the item has been received by you. The item must be faulty to receive a refund or replacement.
For your convenience we have 2 ways of refunding or replacing your product.
We guarantee the quality of our goods for 12 months, as we are committed to offering the finest Facial Devices available. If you have found a defect with our Devices, please contact us alerting us to the problem, within 12 months of receipt of the item, with a short video of the product showing the defect. You can send the video to our Support Centre by clicking on the following link > Renew Me Support.
After inspection of the video, we will determine the problem. In cases where the device is clearly faulty we will offer send you a new one at our expense and you will not require to return the item to us.
Should you decide on a refund, you will be required to return the product and as per our Terms & Conditions and we will refund less shipping fees that you paid, upon receipt of the item.
Please note, we do not offer refunds on Change of Mind. We only refund (less shipping fees) or replace the item (at our expense) on faulty devices and product.
We do not provide postal bags nor return post labels.
It is the policy of RENEW ME (AUST) PTY LTD, to inspect and check every item before dispatch to ensure all items are in sound working order, to avoid disappointment.
What happens if you have supplied an incorrect address?
PLEASE DOUBLE CHECK THE ADDRESS TO WHERE YOU WOULD LIKE YOUR PRODUCTS SHIPPED BEFORE PLACING YOUR ORDER
RENEW ME (AUST) PTY LTD takes no responsibility for incorrect addresses supplied to us for delivery if the package is returned to us as "insufficient address information". If you request your item to be re sent, you will be asked to pay for postage again to resend the package to the correct address and no refund will be offered if you change your mind. This is due to the high rate of incorrect data entry when customers opening accounts. Therefore, RENEW ME (AUST) PTY LTD will not pay nor is responsible to pay for return postage if you do not pay your Import Duty Fees or if you have entered an incorrect delivery address.
If you do choose not to pay for shipping costs to return your product due to your supply of an incorrect address, a lodgement through PayPal's Dispute Process is required. PayPal does not offer returns on incorrect addresses.
Enter your shipping address with the correct protocols of your address, correct spelling and upper and lowercase where required, remembering your are not entering as a text message.
We make all efforts to correctly enter your address info for delivery by copy and paste, so as not to have any typographical errors from the Shipping Address Section supplied on your order. Therefore any errors incurred are a direct result of incorrect entry for the shipping address.
If the address is different to the billing address, please leave a note in the comments section of the order so as not to delay despatch of your order, or worse still, it being sent to the wrong address.
What Happens if my Order/Package is Lost in Transit?
RENEW ME (AUST) PTY takes no responsibility for articles that are lost in transit and we do not refund articles lost in transit or resend the whole order and pay for shipping again free to replace it if there is no error on our part. This is because we have control over or what happens to the item once it is lodged at the despatch point.
In the first instance, you will need to contact your Postal Authority with your Tracking number which will be found in your "My Account" area under the order item.
Under no other circumstances will a refund be offered if the article is lost.
In the first instance we ask that you communicate with us. If agreement cannot be met, please lodge a dispute to PayPal for a final decision.
All Renew Me® Facial Devices are guaranteed for 12 Months from purchase against mechanical failure only. We will happily replace at our cost if found faulty. We do not offer repairs on the device.
We do not offer any refunds on Downloaded Products
We cannot accept opened items for returns or exchanges unless the item is faulty.
If you would like an Exchange, we would be happy to do so if the product is returned in its original unopened packaging. Any shipping costs will be incurred by yourself for an exchanged product.
Afterpay (USA, Australia, New Zealand, United Kingdom and Canada Only)
Afterpay give you the opportunity to shop now and pay it off in 4 fortnightly interest free installments. To qualify for Afterpay you must be over 18 years of age, be living in USA, Australia, New Zealand, Canada or the United Kingdom. Please note that Afterpay is not a service provided by Renew Me (Aust) Pty Ltd. It is facility offered by Afterpay Pty Ltd. Afterpay’s terms and conditions can be found here www.afterpay.com.au/terms.
Our Shipping & Refund Policy is governed by the Australian Consumer Act.
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