Returns, Replacements & Refunds Policy
1. Eligibility for Returns or Replacements
A return or replacement request may be raised under the following conditions:
* Incorrect product delivered
* Expired product delivered
* Physically damaged or tampered product or packaging
* Incomplete order
* Missing product(s)
2. Timeframe for Raising Requests
* Requests for wrong or expired products must be raised within 7 days from the date of delivery.
* Requests for damaged or missing products must be raised within 2 days from the date of delivery.
Requests raised beyond the above timelines shall not be accepted under any circumstances.
3. Conditions Where Returns or Replacements Are Not Accepted
Dermarex shall not accept return or replacement requests under the following conditions:
* Products that have been opened, used, or altered
* Absence of original packaging, including cartons, labels, or seals
* Requests initiated after the prescribed timelines
* Damage or shortage reported beyond **2 days** from delivery
4. Return Process
1. Request Review
All return or replacement requests are subject to verification. Dermarex reserves up to **2 working days** to review and approve the request
2. Reverse Pickup
Upon approval, Dermarex shall arrange a reverse pickup through its logistics partner.
3. Self-Shipping
In locations where reverse pickup is unavailable, customers shall be required to self-ship the product using a reliable courier service.
Courier charges shall be reimbursed to the customer’s **PayTM Wallet or Dermapay Wallet**, subject to submission and verification of proof.
4. Quality Inspection
All returned products shall undergo a quality check upon receipt at the Dermarex warehouse.
Refunds or replacements shall be initiated only after successful verification.
Replacement of products is subject to stock availability.
5. Refund Policy
1. Mode of Refund
- Prepaid Orders: Refunds shall be credited to the original payment method within **7 business days.
- Cash on Delivery Orders: Customers must provide valid bank account details for refund processing.
2. Refund Timeline
- Oder cancellations: Refunds shall be processed within 7 business days.
- Returned products: Refunds shall be processed after the product is received and cleared through quality inspection. The complete process may take up to 14 days from the date of pickup.
6. Order Cancellation
- Customers may request cancellation by contacting Dermarex customer support at +91 8800778017 (Monday to Friday, 10:00 AM to 5:00 PM).
- Dermarex reserves the right to cancel any order at its sole discretion, without prior notice, and may verify orders before dispatch, including seeking verbal or written confirmation from the customer.
7. Partial Returns
Customers may return individual items from an order, provided such items are eligible for return and the request is raised within 7 days of delivery.
8. Final Authority
Dermarex reserves the right to amend, modify, or update these Terms & Conditions at any time without prior notice. Any such changes shall be effective immediately upon being published on the website.