Effective Date: 31.07.2023
At DermaGuru, we are committed to providing you with high-quality skincare products and exceptional customer service. We understand that sometimes situations may arise where a refund is necessary. This Refund Policy outlines the procedures and conditions under which refunds will be processed. By making a purchase on our website, you agree to the terms and conditions set forth in this policy.
- Eligibility for Refund:
1.1. Damaged or Defective Products: If you receive a product that is damaged during shipping or is defective, you must notify us within 24 hours of receiving the item. We will require visual evidence of the damage or defect and may ask you to return the product to us. Once we receive and inspect the returned product, we will issue a refund or send a replacement, depending on your preference and product availability.
1.2. Allergic Reactions: We understand that skincare products may react differently with individual skin types. If you experience an allergic reaction to a product, please discontinue its use immediately and contact us within [number of days, e.g., 30 days] of purchase. We may ask you to provide more information and, in some cases, request a return of the product for evaluation. If it is determined that the product caused the allergic reaction, we will process a refund for the product amount.
- Non-Refundable Items:
2.1. Used or Opened Products: For hygiene reasons, we cannot accept returns or issue refunds on products that have been opened, used, or tampered with, except in cases of allergic reactions as mentioned in section 1.2.
2.2. Gift Cards: Gift cards purchased from DermaGuru are non-refundable and cannot be redeemed for cash.
- Some health and personal care items
- pre-paid plans
- Sale items
- Return Process:
3.1. To initiate the refund process, please contact our customer support team at firstname.lastname@example.org. Please provide your order number, a detailed description of the issue, and any relevant evidence such as photographs of damaged items.
3.2. If we require you to return the product, we will provide you with a return authorisation and instructions on how to proceed.
3.3. Return the product in it’s original packaging (if applicable) to the address provided. Please ensure the package is adequately protected to prevent further damage during shipping.
3.4. We recommend using a trackable shipping method for return shipments. DermaGuru will not be responsible for lost or damaged return shipments.
- Processing Time:
4.1. Once we receive the returned product and inspect it, we will process the refund within 7 days. Refunds will be issued in the same form as the original payment method.
4.2. If you receive a replacement product instead of a refund, it will be shipped to you within a reasonable time frame.
- Shipping Costs:
5.1. If the refund is due to a damaged or defective product, we will also refund any shipping costs incurred for the return of the item.
5.2. If the return is due to an allergic reaction or a change of mind, shipping costs for the return will be your responsibility.
- Changes to this Refund Policy:
6.1. DermaGuru reserves the right to modify or update this Refund Policy at any time without prior notice. Any changes to this policy will be effective immediately upon posting the revised version on our website.
For any questions or concerns regarding this Refund Policy, please contact our customer support team at email@example.com.
Thank you for shopping with us at DermaGuru. We value your satisfaction and are committed to providing you with the best possible service.