Refunds, Returns and Privacy

Refunds and Returns

Should you have a concern with your product, please let us know. You can even visit us in Melbourne; our online store runs from our Templestowe clinic and our stock is identical to that used in-clinic. For opening hours, please refer to the main website. We are open every day, except Sunday.

When you shop on our online store, you are fully protected by Australian Consumer Law.

Australian law puts limits on how retailers can limit your rights to return or refund a product if it is unfit for the purpose described to you or if it is faulty, which is a good reason to buy from Australian sites. You need to pay for the cost of returning the product but we will refund you a reasonable amount for this. Under law, returns made for reasons described by the Law give you the choice to demand a refund or a replacement product.

You can find more about your rights here: http://www.consumerlaw.gov.au We fully comply with your consumer rights, even if we don't repeat the entire law in this policy. We have written our policy without contradiction of your rights under law, but if for some reason there is a clash, it is your rights under law which take precedence. Please note that under Australian law, we are not responsible for packages lost or damaged in transit. We may offer an option to insure your delivery against these risks, but if do not have insurance, any compensation for delivery problems is at our discretion.

We want you to be happy with your purchase, and its effectiveness on your skin.

If you have questions about a product, we hope that you contact us first before purchase. We have a lot of expertise in skin care, and the products we sell are used clinically at our practices, so we have great confidence in them.

As we describe here, our return policy could mean an item swap or refund even when you don't have this right under Law.  Firstly, there is a time limit of 30 days after receiving the product. Secondly, you need to return the product unused, or used to the minimum extent for you to learn of its unsuitability (that is, when the product is exactly as described, but you found that it is not suitable anyway). If you return the product unused, we will refund you or exchange the product, as you wish. If you return the product used, we will provide a credit. 

This policy also covers times when you order the wrong product. In this case, you can still return for a refund or credit, but please note that the items must be unopened and unused, and the return must be made within 30 days.

We may use our discretion to refund or exchange products, at our choice, if you do not meet the conditions of our return policy. If we do this, it is case by case, and does not establish any precedent. We are less likely to use our discretion if you request an return for a product which has been substantially used. Such credits and refunds may be partial.

Any refund due to you will be refunded using the same method used to make payment for the order. Return postage will be reimbursed in case of damaged, defective or incorrectly sent items and will be credited using the same method used to pay for the order, or through store credit in special circumstances. We do not reimburse return postage for other returns.

Please contact us regarding refunds and returns at the main phone number:

1300 863 824 

or email us: onlinestore@vci.com.au

 

PRIVACY STATEMENT

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SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

Why do we ask for your phone number?
We ask your phone number only to call in case we have questions with your order.

SECTION 2 - CONSENT

How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at onlinestore@vci.com.au or mailing us at:
Victorian Cosmetic Institute Online Skincare (Hooray for Skin P/L)
Manningham Medical Centre, Level 6, 200 High St Lower Templestowe Victoria AU 3107

SECTION 3 - DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

SECTION 4 - SHOPIFY

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.

SECTION 5 - THIRD-PARTY SERVICES

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

Links
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

SECTION 6 - SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

SECTION 7 - COOKIES

Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.
_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).
_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits
_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.
cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.
_secure_session_id, unique token, sessional
storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.

SECTION 8 - Google Analytics Advertising Features

To help us learn more about the people visiting our site, we use Google services. This information is only used internally. We may use it with marketing and advertising support, but only for our own business.

This information never identifies individuals. In fact, Google doesn't let us use this feature unless we commit to never sharing individually-specific information gathered with these tools. It does try to profile visitors, by age, location, gender, and the types of websites they like to visit.

Google Analytics can therefore give us some insights about visitors such as their age, gender and interests. For example, we can see how many of our visitors are women. Of course, if you become a customer you share much more detailed information with us anyway, such as your name and contact details.

We occasionally use this Google Analytics information to review how well our website marketing is working. Your visit to this site improves the accuracy of this data for us and for other businesses which also use Google Analytics. It help us make sure we are relevant to our visitors. Some websites, but not ours, may use this information to show you advertisements based on your profile.

Google Analytics is a web analysis service provided by Google. Google utilizes the data collected to track and examine the use of shop.vci.com.au, to prepare reports on its activities for the Victorian Cosmetic Institute and share them with other Google services.

Google may use the data collected to contextualize and personalize the ads of its own advertising network.

If you want to, you can opt out of this. You can direct your browser to not use cookies, you can use an anonymous or private browser section, and Google provides some tools: please review this link: currently available opt-outs 

You can also review this page which covers Australian consumers: http://www.youronlinechoices.com.au/


SECTION 9 - AGE OF CONSENT

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

SECTION 10 - CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at onlinestore@vci.com.au or by mail at
Victorian Cosmetic Institute Online Skincare (Hooray for Skin P/L)
[Re: Privacy Compliance Officer]
Manningham Medical Centre, Level 6, 200 High St Lower Templestowe Victoria AU 3107
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