In the instance of damaged products, faulty stock or incorrect goods being provided, customers are required to report their issue to elastoplastqueries@beiersdorf.com within 14 days of receipt of the goods. 

Claims outside of this window will not be accepted unless, in relation to faulty or damaged products, there is a product guarantee that cannot be excluded under the Australian Consumer Law (Consumer Guarantees).

If the issue is related to a problem with the quality of the product (ie. damaged or faulty goods), please provide photographic evidence of the issue or return the item/s following the process detailed below.

With problems related to pricing discrepancies, products missing from your order on receipt, or incorrect items being provided, please send an email outlining the issue to the email address listed above. This will then be investigated, and it will be determined whether an error has occurred.