Cancellations/Refunds (if applicable)

If an order is not cancelled within one hour, you will not be allowed to cancel the order. A complete refund will be initiated for prepaid orders that are cancelled within one hour of placing the order on the website. The money will be refunded to you within 24-48 business hours after the cancellation request is duly processed by us.

Any other reasons for cancellation or return would be handled on a case to case basis. Also look at Terms & Conditions for Complete Cancellation Policy.

Used Product will not be entertained for return or refund due to hygiene policy.

Return Process

You may place a return request within 48 hours from the date of delivery. When a shipment is returned after it has been delivered, your return request may be approved on the basis of the quality checks conducted by our team. The refund will be initiated once the Product(s) have been picked up from your location.

 Within 24-48 business hours of us picking up the Product(s) from your location, the refund for purchases made with credit/debit cards or net banking will be credited to the same account from which the payment was made. The amount may not appear in your account for another 3-7 working days. For orders which have been paid through cash on delivery mode, the amount will be refunded to your bank account after the details have been collected by us.

Refunds, Replacements, and Returns

Return Options: Customers can request returns for products that are spoilt, damaged in transit, arrive in damaged packaging, or if a wrong product has been delivered.

Limitations on Returns: The Company is not obligated to accept returns for products that are not spoilt, wrong, or damaged.

Replacement Requests: Replacement requests are subject to stock availability. If a replacement is not possible due to stock unavailability, the amount will be refunded to the customer.

Conditions for Replacement Requests: Replacement requests can only be made for the same product if it was damaged in transit, is wrong, or was delivered in damaged packaging. Requests for a different product or product exchange are not permitted.

Refusal of Transactions or Delay in Refund Process: The Company reserves the right to refuse transactions or delay the refund process by 3-6 months for users with a history of questionable behaviour, such as cancellation of bulk orders or repeated cancellations.

Products not eligible for return: Items ineligible for return include those damaged or degraded due to use or overuse, items missing parts or with damaged packaging, including price tags and labels, and items with altered serial numbers. These criteria restrict returns for damaged or altered products, incomplete packaging, and tampered serial numbers.

To submit a return, replacement, or refund request, follow these steps:

  • Choose the appropriate reason for your request on the website.
  • Include four images of the product:
  • A front image displaying the product’s name.
  • A back image of the product.
  • An image of the barcode on the product box.
  • An image of the outer box packaging of the product.

These images help verify the condition and authenticity of the product for processing your request effectively.

This policy provides clarity for customers regarding their options for returns and replacements, as well as the company’s rights in managing transactions and refunds.

Chargeback Procedure

At Dermalaure, we prioritize customer satisfaction and aim to provide a seamless experience with our products. Understanding that situations may arise where a chargeback is necessary, we have formulated a comprehensive chargeback policy to address such instances.

Upon receiving a request for a chargeback, we require customers to adhere to the following procedure:

Video Confirmation: Customers must record a video of themselves opening the package upon its arrival. This video should clearly demonstrate the condition of the package and its contents. This step ensures transparency and accuracy in assessing any issues that may arise.

Image Documentation: Alongside the video, customers are required to provide clear images of any defects or discrepancies found with the product. These images serve as vital proof in our investigation process and help expedite the resolution.

Once the video and images are submitted, our customer support team will promptly review the case to determine the appropriate course of action. Depending on the circumstances, we may offer a replacement, refund, or exchange as per our terms and conditions.

By implementing this chargeback policy, we aim to uphold our commitment to excellence and ensure that every customer receives the quality service they deserve. Your satisfaction remains our utmost priority at Dermalaure.