Refund policy

We want you to feel confident shopping with GOOMi. Whether you have changed your mind or something is not quite right with your order, we are here to make the returns process as clear and straightforward as possible.

This policy applies to purchases made directly through the GOOMi Australian website. This Return Policy outlines the guidelines and procedures for refunds in accordance with the Australian Consumer Law (ACL) administered by the Australian Competition and Consumer Commission (ACCC).

Returns Process

1. Submit a Support Ticket with our Customer Experience Team here.

   Include the following in your submission: your order number, a short video (or image) demonstrating the fault, and a written description inclusive of all and any relevant details.

2. Your submission is reviewed by an in-house Specialist.

   They will provide you with relevant troubleshooting and support as required, and/or confirm the potential fault you have experienced. When within warranty, determine your choice of resolution method (replacement, exchange, credit or refund) and you will receive a paid-for return label.

3. Return your product and await assessment confirmation.

   After sending us back your product, provide the tracking number in your ongoing ticket. Once your return has been received, it will be processed by our team within 5-7 business days.

4. Get your resolution, and get back to what's important.

   Once our Specialist has assessed your product and confirmed the manufacturer defect or fault, you will receive your chosen resolution outcome. If no fault is found or your return lacks the original components and packaging, the product will be returned to you at your cost and any relevant support instructions or documentation emailed to you.

Please Note: Returning products missing original contents or packaging are ineligible for refund, and will be returned to the purchaser. Shipping and any additional fees for incorrectly returned goods are the responsibility of the customer.

How Will I Receive My Refund?

All approved refunds will be issued through the original payment method or payment provider used at checkout. Delivery costs are not included in refunds. After GOOMi processes your refund, your bank or payment provider may require additional time to make the funds available in your account.

Returns are accepted if items are:

• In saleable condition
• In original packaging with seals intact

Customers are responsible for return shipping costs.

If your package is returned due to an incorrect address or failed delivery, we can re-ship (additional costs apply) or refund your order.

If we receive your order returned undeliverable due to an incorrect address or the shipping carrier was unable to deliver your package, Dr. Pen Australia will gladly re-ship or refund your order. If your order is re-shipped, additional shipping charges will be required.

Order Cancellations

If you have placed an order and would like to cancel it for a full refund, store credit or exchange, please contact GOOMi as soon as possible. Please include; your order number, the reason for your cancellation, and your preferred resolution. If your order has already been processed, it will no longer be eligible for cancellation or an immediate refund. You may instead follow our RMA Change-of-Mind Returns process to request a return.

Change of Mind Returns

We understand that sometimes a purchase may not work out quite as planned. GOOMi offers eligible change-of-mind returns within 14 days of the original purchase date, subject to a 20% restocking fee.

Eligibility

To qualify for a change-of-mind return, your product must be:

• New, unused and unopened
• Sealed, with all hygiene seals and plastic wrapping intact
• In its original packaging
• Returned with all original components, accessories, manuals and documentation
• Returned within 14 days of purchase

Due to the personal health and hygiene nature of many GOOMi products, all change of mind returns must meet a high standard of new and resaleable condition. Products that do not meet the requirements above will not be eligible for a change of mind return. This includes products returned to GOOMi that are found to have been opened, used, unsealed, damaged or returned without their original contents.

How to Request a Change of Mind Return

Please contact GOOMi before returning your product so our team can confirm its eligibility and provide the correct return instructions.

Your request must include:

• Your order number;
• A clear photograph showing that the product is new, unopened and sealed
• Your reason for requesting the return

If your request is approved, we will provide you with a Return Merchandise Authorisation (RMA) number and the correct return address. Customers are responsible for all return shipping costs associated with approved change-of-mind returns. Once your return has been received and assessed, you may choose to receive: a refund to your original payment method, less the 20% restocking fee or GOOMi store credit. Return shipping costs are not refundable.

Incorrect Products

If you receive a product that is different from the one you ordered, please contact GOOMi as soon as possible.

Please do not open, use or dispose of the incorrectly supplied product before contacting us.

GOOMi will arrange to send the correct product or provide a refund, depending on your preference and product availability.

Items Damaged During Transit

While we take great care in packaging orders, products may occasionally be damaged during transit.

If your order arrives damaged, please contact GOOMi within 7 calendar days of delivery confirmation by submitting a support ticket with our Customer Experience Team. Prompt notification helps us investigate the damage and lodge a claim with the delivery provider.

To help us assess your claim, we may ask you to provide:

• Order number
• Clear photographs or video showing the damaged product
  • Photographs of the outer shipping carton or satchel;
  • Photographs of the internal packaging; and
  • A photograph of the shipping label, where available.

Please retain the product and all packaging until your claim has been finalised. The delivery provider may request additional information or an inspection to assess the claim. Claims submitted outside this timeframe, or without sufficient supporting evidence, may not be eligible for assessment as a Damaged in Transit claim.

Warranty

GOOMi products, excluding services, are eligible for repair or replacement under warranty for 12 months from the original invoice date.

This warranty covers component and manufacturing defects. It does not cover faults or damage caused by:

• Misuse
• Incorrect procedures
• Tampering
• Incorrect maintenance
• Physical damage or misadventure
• Power surges or power spikes
• Overcharging.

Cartridges and Compatible Devices

For safety, performance and compatibility, GOOMi devices are designed to be used only with cartridges supplied directly by us. We do not test or verify third-party cartridges, and their use may affect the safety and performance of your device.

The following are undertaken at your own risk:

• Using third-party cartridges with GOOMi devices;
• Using GOOMi cartridges with non-compatible devices; or
• Using cartridges that were not received or purchased directly from GOOMi.

To the extent permitted by applicable law, this warranty does not cover faults, damage or performance issues caused by third-party cartridges, incompatible cartridges or incompatible devices.

Chargers and Cables

For products that require power or electronic charging, please use only the charger and cables supplied with your product. Using a charger or cable other than the one supplied will void your warranty.

Individual Results

Results from beauty, skincare, haircare and personal-use devices can vary between individuals. Outcomes may be influenced by factors including skin or hair type and condition, product application, treatment technique and frequency, aftercare, consistency of use and individual biological response.

Dissatisfaction based solely on not achieving a preferred or expected personal result is not, by itself, considered a product fault and is not valid grounds for return.

Need a little extra guidance? Our team is always happy to help with product use, technique and general advice through GOOMi Product Lifetime Support.

What Can I Use as Proof of Purchase?

Customers must provide proof of purchase before processing a return, exchange, repair or refund.

Accepted proof of purchase may include:

• GOOMi order confirmation email
• E-receipt or tax invoice
• Order shown within your GOOMi customer account
• Another document that reasonably demonstrates when and where the product was purchased.

Product Lifetime Support

We want you to feel supported throughout the life of your GOOMi products. That is why we offer Product Lifetime Support to original purchasers, so you can access guidance whenever you need a little extra help.

What Does Product Lifetime Support Include?

• Guidance on your purchased product by phone, email or live chat;
• Replacement digital copies of misplaced product manuals; and
• Ongoing advice about new products, features and future purchases.

What Is Not Included?

Support for devices or products that were not purchased directly from GOOMi.

While Product Lifetime Support does not extend to services or on-location training, our team may still be able to assist you remotely.

If you have reviewed your product manual and our online resources but still need help, please contact us with:

• Your order number;
• Details of the product you need assistance with
• As much information as possible about your question or issue.

Providing these details helps our team understand your enquiry and offer the most relevant guidance as quickly and smoothly as possible. We are here to help you get the most from your GOOMi products and enjoy the best possible experience throughout their lifespan.

Privacy

GOOMi is committed to protecting your privacy. When returning a product, you may be asked to provide valid photo identification so we can verify and process your return. This may include recording details such as your name, address and identification information. For more information about how GOOMi collects, uses and protects your personal information, please see our Privacy Policy.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Your rights under the Australian Consumer Law apply in addition to any change-of-mind policy, product warranty or other benefits offered by GOOMi. Nothing in this policy excludes, restricts or modifies those rights.