Refund policy
Refund policy
You can use the product & if you aren’t satisfied with the results, we will refund your purchase.
How to Claim Your Refund
1. Capture Your Journey: Start by taking a "before" photo of your eczema-affected area on the first day of using our product. Follow up with an "after" photo to show your progress.
2. Follow Through: Make sure to use the product consistently as directed.
3. Share your Feedback: After you’ve given our products a sincere effort, compile your journey’s photos and email us at hop-on@curezma.com.
We also encourage you to schedule a free consultation with one of our chemists, available either in person in Sydney or via Zoom. This step helps us understand your experience and how we can assist you further.
4. Processing Time: Allow us 3-5 business days to review your claim.
You can always contact us for any return question at hop-on@curezma.com
Incorrect or Broken Products
If you have received an incorrect product or if it is broken, please follow these steps:
1. Document the Issue: Take clear pictures of the incorrect or broken product as soon as you receive it. If the issue involves a functional problem (e.g., an airless pump or dropper not working), please also take a video to illustrate the issue clearly.
2. Contact Us: Reach out to our customer service team at hop-on@curezma.com with the pictures and/or video of the product. Include your order number and a brief description of the issue.
3. Replacement Process:
- Do Not Open the Product: For replacements, please do not open the product. Please send it back to us in its original condition.
- Return Shipping: We will provide a partial refund on the order for the costs of the return envelope and postage. You will need to share the tracking number and the invoice/receipt for the return shipment.
- Broken Products: If the product is broken, once we receive the pictures and/or video, we will process your replacement or refund request.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.