RETURN & REFUND POLICY

Soma Lasers Australia

Last Updated: 10/02/26

Soma Lasers Australia supplies professional aesthetic devices and clinical consumables exclusively to licensed practitioners, clinics, and medical professionals. Due to the medical, sterile, and capital nature of our products, returns are carefully controlled to ensure safety, compliance, and product integrity.

Please review this policy before purchasing.

GENERAL CONDITIONS

All sales are considered final unless:

  • the item is faulty or defective
  • damaged during transit
  • incorrect goods were supplied
  • or a remedy is required under Australian Consumer Law

Returns must be approved in writing prior to shipment. Unauthorised returns will not be accepted.

LASER & DEVICE RETURNS (CAPITAL EQUIPMENT)

Eligibility

Devices may be eligible for return only where:

  • transit damage is reported within 48 hours of delivery, or
  • a manufacturer fault or defect is confirmed under warranty

Non-Returnable Reasons

Devices cannot be returned for:

  • change of mind
  • incorrect selection or suitability
  • financing or budget changes
  • low usage or “no longer needed”
  • cosmetic wear after installation

Faults & Warranty Support

If a device issue occurs:

  1. Contact our support team
  2. Provide your order number, serial number, and a description of the issue
  3. Remote troubleshooting will be conducted
  4. Repair, replacement, or parts supply will be arranged if covered under warranty

Soma Lasers Australia reserves the right to:

  • repair the device
  • replace parts or the unit
  • provide equivalent refurbished equipment
  • offer store credit where appropriate

Return Freight

Devices must be returned in original or equivalent protective packaging.

Customers are responsible for return freight unless the issue is deemed warranty-covered.

Damage caused by inadequate packaging may void eligibility.

EXOSOMES & CLINICAL CONSUMABLES (STERILE OR TEMPERATURE-SENSITIVE PRODUCTS)

Due to hygiene regulations, sterility requirements, and cold-chain integrity, these products have strictly limited return eligibility.

Non-Returnable Items

The following cannot be returned:

  • opened or used products
  • sterile or injectable products
  • exosomes, biologics, serums, or clinical consumables
  • items removed from cold-chain storage
  • change of mind purchases

Exceptions (Replacement Only)

Replacements may be approved only if:

  • product arrives damaged
  • incorrect item supplied
  • confirmed manufacturing defect
  • verified cold-chain breach during transit

Issues must be reported within 24 hours of delivery and include photos and batch/lot numbers.

DAMAGED OR INCORRECT ORDERS

If goods arrive damaged or incorrect:

  • notify us within 24–48 hours
  • provide photos of packaging and contents
  • retain all packaging until the claim is resolved

We will organise a replacement, credit, or refund where appropriate.

RETURN PROCESS

Before sending any items back, please contact us for approval.

Email: info@somalasers.com.au

Include:

  • order number
  • product name
  • serial or lot number
  • description of the issue
  • photos or videos

Once approved, you will receive a Return Authorisation. Returns without approval will not be processed.

REFUNDS & CREDITS

Where a return is approved:

  • refunds are issued to the original payment method or as store credit
  • shipping, installation, and training fees are non-refundable unless required by law
  • processing time is approximately 5–10 business days after inspection

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.

CONTACT DETAILS

- Soma Lasers Australia

- 296 Bay Rd, Cheltenham VIC 3192

- Phone: 0401 320 918

- Email: info@somalasers.com.au