Advanced Exosome & Growth Factor Technology
Refunds & Returns Policy
Last updated: 10 August 2026
XO DERM is operated by Medical Devices (AOS) Pty Ltd (ABN 26 625 562 030).
This Refunds & Returns Policy explains how we handle refunds, returns and product issues.
1. Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a refund, replacement or other remedy if a product is faulty, damaged, incorrectly supplied, not as described or otherwise fails to meet a consumer guarantee.
2. Change of Mind
Due to the personal-use and hygiene-sensitive nature of skincare products, XO DERM does not accept returns, exchanges or refunds for change of mind once an order has been shipped.
Please review your order carefully before completing your purchase.
Once an order has been dispatched, it cannot be returned or exchanged simply because you have changed your mind, ordered the incorrect product or no longer wish to use the product.
This does not affect your rights under the Australian Consumer Law.
3. Order Changes and Cancellations
If you need to change or cancel an order, please contact us as soon as possible.
We will make reasonable efforts to assist if your order has not yet been processed or dispatched. However, we cannot guarantee that an order can be changed or cancelled once it has entered the fulfilment process.
Once an order has been shipped, it cannot be cancelled.
4. Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged or different from what you ordered, please contact us as soon as reasonably possible.
To assist us in assessing the issue, we may request:
* Your order number
* A description of the issue
* Photographs of the product and packaging
Once assessed, we will provide an appropriate remedy in accordance with the Australian Consumer Law.
5. Products Damaged in Transit
If your order arrives damaged, please contact us as soon as reasonably possible after delivery.
Where possible, please retain the product and packaging and provide photographs showing the damage.
We may require this information to assess the issue or make an enquiry with the delivery provider.
6. Refunds
Where a refund is required or approved, it will generally be issued to the original payment method used for the purchase.
Please allow reasonable processing time for the refund to appear in your account. Processing times may vary depending on your bank or payment provider.
7. Return Shipping
If a product needs to be returned because it is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer
guarantee, XO DERM will comply with its obligations regarding reasonable return costs under the Australian Consumer Law.
Customers should contact us before returning a product so that appropriate return instructions can be provided.
8. Skin Reactions and Product Suitability
Individual responses to skincare products may vary, and individual sensitivity or product suitability does not, by itself, mean that a product is faulty.
Please follow the directions and warnings provided with the product and discontinue use if irritation or an adverse reaction occurs.
9. How to Request a Refund or Return
If you believe you are entitled to a refund, replacement or other remedy, please contact us through the Contact Us page on the XO DERM website.
Please provide your order number and details of the issue so we can assess your request.
10. Contact Us
For questions regarding refunds, returns or an issue with your order, please contact us through the Contact Us page on the XO DERM website.
XO DERM
Operated by Medical Devices (AOS) Pty Ltd
ABN 26 625 562 030
Please also create a Contact Us page linked in the footer.
