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Refund Policy

To discuss this Policy or any refund or replacement; please contact us.

In the realm of natural skin care, consistency reigns supreme.

While some may experience an immediate transformation, it's important to allow your skin time to adapt to your new products. Generally, you can expect to see the most noticeable results within 4-12 weeks of consistent use, as your skin adjusts and benefits from the nourishing properties of our formulations.

In our commitment to minimizing waste and ensuring the highest level of customer satisfaction, we kindly request that you reach out to our team before placing an order if you have any specific questions about how DILLON products will complement your daily skincare ritual. We are here to provide guidance and help you choose the best products for your unique needs.

RETURNS

Due to the nature of skincare products and their inability to be resold once opened, returns are only accepted in exceptional circumstances, subject to our team's assessment.

CHANGE OF MIND

We do not offer exchanges, refunds, or credit notes for change of mind. Please read our product information and ingredient lists carefully before purchasing.

DAMAGED / INCORRECT ITEMS

In the unlikely event you receive an item that is damaged or incorrect, please contact us within 48 hours of your order delivery, quoting your order number. From there, we will provide further instructions.

If you receive damaged goods, we ask that you provide clear photos and evidence via email. Subject to our team's assessment, we will provide a refund or replacement at no additional cost.

LOST / STOLEN PACKAGES

DILLON is not responsible for missing or stolen packages once shipped from our HQ. If you believe your package is missing or stolen, please get in touch with the Shipping Carrier directly to further investigate or make a claim.

ADVERSE REACTIONS

In the unfortunate event that you react to a product, you have the option of exchanging or refunding it. Please cease use immediately and contact us so we can investigate further.

With this in mind, please read our ingredients list thoroughly before making a purchase if you have know sensitivities to certain ingredients. 

RESPONSE TIMES

We aim to respond and process any requests for replacements or refunds within 5 days. 

PROCESSING REFUNDS

Refunds will be paid by the same method as the original method or to the same bank account or credit/debit card used for the original purchase.

You must provide proof of purchase to be eligible for a refund or replacement.

Refunds will be processed within 7 days from the date your refund request was approved. Please note different financial institutions take longer to process payments which may delay the funds clearing in your account.

FORCE MAJEURE

A Force Majeure event is an event outside our control that delays or hinders our ability to perform its obligations under this Policy.

A Force Majeure event includes but is not limited to fire, flood, earthquake or similar natural disasters, riot, war, terrorism, civil strife, labour disputes or disturbances, industry-wide material or services shortages outside our reasonable control, an outbreak of pandemic disease, governmental regulations, communication, technology or utility failures.

DILLON shall not be deemed in breach of any undertaking in this Policy for the delay in performing, or failure to perform, any of its obligations under this Policy if such delay or failure result from Force Majeure events.

Upon the occurrence of any Force Majeure Event, DILLON shall give notice to the purchaser of its inability to perform or of delay in delivering products and services within 7 days.

DILLON shall propose revisions the delivery schedule for products or services or termination of undertakings under this  Policy where it is determined that performance is not possible because of the duration or effect of the Force Majeure event.

Where undertaking under this Policy is terminated as a result of a Force Majeure event Parties agree every effort will be made by both parties to negotiate a financial arrangement to mitigate and share any loss resulting from the Force Majeure event.