At MITRA Cosmeceuticals, we are committed to providing exceptional products and service to our clinic partners. We take great care in the manufacture, inspection and dispatch of every order, and we want you to have complete confidence in the products you receive.

Should an issue arise, we aim to resolve it promptly and fairly in accordance with the policy outlined below.

Store Credit & Replacements

Refunds, credits or replacement products are only available where a product is confirmed to be faulty, damaged during transit, incorrectly supplied, or affected by a verified manufacturing defect.

If you believe there is an issue with a product, please contact our Customer Care team before returning any goods. To help us assess your claim, please include:

• Your order or invoice number
• A description of the issue
• Clear photographs of the product, packaging and batch number (where applicable)

Once your claim has been reviewed and approved, we will advise the appropriate next steps, including whether a replacement, credit or refund will be provided.

Returns

We understand that circumstances can change. Products may be considered for return provided they meet the following conditions:

• The product is unopened, unused and in its original saleable condition.
• The return request is made within 60 days of the original purchase date.
• Written approval has been obtained from MITRA Cosmeceuticals before any products are returned.

Once your return request has been approved, we will provide instructions for returning the goods to our warehouse.

Mitra Cosmeceuticals - PO BOX 286 Seaforth NSW 2092. Please do not return products to this address until approval is received.

Unless the return is due to an error on our part or a confirmed product fault, the cost of returning products is the responsibility of the purchasing clinic.

Account credits will be processed after the returned products have been received, inspected and approved.

Products Not Eligible for Return

Due to the professional nature of our products, we cannot accept returns or provide refunds for products that have been opened, used or where a client has experienced an individual skin reaction.

Every person's skin responds differently to active skincare ingredients. A skin sensitivity or adverse reaction does not necessarily indicate that a product is faulty or unsuitable for professional use.

For this reason, we encourage all clinics to follow appropriate consultation procedures and patch testing protocols where clinically indicated.

Responsibility for Products After Delivery

Every order is thoroughly inspected before leaving our warehouse to ensure it is supplied in excellent condition.

Once your order has been delivered and accepted, responsibility for the products transfers to the purchasing clinic.

This includes any damage, deterioration, incorrect storage, misuse or loss that occurs after delivery.

Products that have been sold or dispensed to your clients also remain the responsibility of your clinic. If a replacement product is provided to a client due to damage, mishandling or circumstances occurring after delivery, this replacement is the responsibility of the clinic.

For this reason, MITRA Cosmeceuticals is unable to provide complimentary replacement products where items have been damaged, stored incorrectly or otherwise compromised after successful delivery.

When We Will Replace or Credit Products

We will gladly provide a replacement product or account credit where:

• The incorrect item has been supplied.
• The product has been damaged during transport.
• A genuine manufacturing defect or verified quality issue is identified.

To allow us to investigate efficiently, all claims must be submitted within 7 days of receiving your order and include supporting photographs together with the relevant batch number where possible.

Need Assistance?

If you have any questions regarding this policy or require assistance with a return or product claim, please contact the MITRA Cosmeceuticals Customer Care team.

We value our partnerships with professional clinics and are committed to providing a fair, transparent and consistent approach to every enquiry.