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Refund and Returns Policy

30-DAY RETURNS POLICY

*Please note that to ensure the safety and wellbeing of staff, and minimise any possible spread of COVID-19, all returning and incoming deliveries will now be quarantined for 24 hours before being processed. We apologise for any inconvenience this may cause and will process all returns as soon as possible.

Can I return something I’ve purchased?

We are happy to offer a store credit, exchange, or refund on an item you’ve purchased from us – simply contact us within 30 days of your order date.

Please note, if you are returning multiple items from different orders, these items must be sent back separately in order for our Returns Team to accurately process your return.

Change of Mind

If you’ve had a change of heart about an item you have ordered, we’ll need to receive it back to us unopened and unused, in the original packaging.

Faulty Item

If the item you have received is faulty, please contact us with a detailed description of the product fault, and a photo if possible.

Allergy Return

In the rare instance you’ve had an allergic reaction to a product, please take a photo of the reaction and discontinue use of the product immediately.

Allergy returns must be less than 20% used upon arrival back with us.

Incorrect Item/Damaged on Arrival

If you have received an item that isn’t what you ordered, or it arrived damaged, please take a photo and contact us within 7 days of delivery.

Please don’t dispose of the item until we’ve had a chance to chat with you!

Here’s how it works

1. Get in touch

To request a return, please email us at shop@liverpooldentist.com.au and use subject line Return – Order#.

Please ensure you have contacted us via email before sending your item back to us – it makes the process a lot easier.

2. We’ll get back to you

One of our Customer Service team members will contact you via email with instructions on how to create your return shipping label to get your item back to us.

3. Pack & Send

Pack up your item carefully, so it reaches us safely . 

Following the instructions emailed to you, print your return shipping label, and tape it to the front of the box.

Drop the parcel off at either an Australia Post Outlet, in a free standing post office box, or in your parcel locker.

4. Then what happens?

Returns from metro areas usually arrive to us within 7 business days, and can be longer from regional or remote areas. We will process your exchange, refund or store credit within 5 business days of your return arriving back to us.

We’ll be in touch as soon as your return is complete.

FREQUENTLY ASKED QUESTIONS

Am I eligible for free return shipping?

If you’d like to confirm whether your return will be eligible for free return shipping, please contact our customer service team directly. Unfortunately we are not able to cover return postage fees on all return types.

If my Change of Mind return isn’t received in resaleable condition, what happens?

If we receive your return and it isn’t in the condition outlined in our returns policy, the item will be sent back to your original shipping address – we’ll contact you straight away to let you know.

How long will it take for The Liverpool Dentist customer service to get in touch with me about the returns form I just filled out?

We’ll get back to you as soon as possible, which is 2-4 business days due to present volumes. Thank you for your patience.

Any other questions?

Please contact our customer service team at shop@liverpooldentist.com.au, or by phoning us on (02) 9824 0303 (9am – 5pm AEST, Monday to Friday, excluding national public holidays). You can also contact us via our online chat for further information. You can view our privacy policy here, and our terms and conditions here.

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