Returns Policy

    1. We strive to ensure that the Goods we deliver to you are of the highest quality. If for any reason you are not completely satisfied, you can return the product to us and we will either replace it or credit your account, subject to the terms below.
    2. To ensure your request is processed as quickly as possible you are responsible for the following when returning your products:
      1. call our office on +27 (0)31 536 8006or email orders@DermShop.co.za or log a query on our website to receive a return reference number.
      2. package your products safely and securely for protection during transit; and
      3. clearly mark your return reference number provided by our team on the outside of the parcel.
      4. We do not accept returns on used or opened Goods.
      5. Original handling and courier costs are non-refundable.
      6. A restocking and handling fee of 10% of the purchase price is deductible before any refund or credit is made.
      7. Goods specified as non-returnable or not for resale cannot be returned.
      8. Products must have been purchased directly from Us. We cannot accept returns of products purchased from other retail outlets. Please return those to the store where purchased.

 

    1. Changed your mind or unwanted products?
      1. You can return an unwanted product at your own expense within 7 days of delivery, provided:
        1. it is undamaged and unused, with the original labels and stickers still attached;
        2. it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
        3. it is not missing any accessories or parts;
        4. you log a return on the Website within 7 days of delivery to you or collection by you of the unwanted product; and
        5. it is not one of the products specified as non-returnable or not for resale.
      2. Once we have inspected the product and validated your return, we will credit your account with store credit with the purchase price of the product less a restocking fee of 10% within 10 days of the return.

 

    1. Want to exchange?
      1. Where you have changed your mind and would like exchange it for another product, you can return it within 7 days at your own expense, provided:
        1. it is undamaged and unused, with the original labels and stickers still attached;
        2. it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
        3. it is not missing any accessories or parts;
        4. you log a return on the Website or within 7 days of delivery to you or collection by you of the unwanted product and
        5. it is not one of the products specified as non-returnable or not for resale.
      2. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product less a restocking fee of 10% within 10 days of the return. You can reorder another product your product of choice but you will be liable for the shipping cost again. Your store credit will be used to purchase the new product. No cash refunds are given for store credit.

 

    1. Not what you ordered?
      1. If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return. No cash refunds will be issued in this case.

 

    1. Products damaged on delivery
      1. Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection. Please take a photo of the delivery packaging.
      2. We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will replace the product as soon as possible (if we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product. No cash refunds issued in this case.

 

    1. Defective products

We do our best to ensure that the products we deliver to you are of a high quality and without defects. A defect is where you have found that the container (either plastic or glass), is defective or leaking, or if the pump or nozzle mechanism is defective

      1. The following will NOT be regarded as defects and will not entitle you to a return under this section:
        1. Faults resulting from normal wear and tear;
        2. damage arising from negligence, user abuse or incorrect usage of the product;
        3. where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
        4. in relation to Unboxed Deals, signs of handling and/or repackaging.
        5. If you have developed an adverse reaction to the product.

 

      1. If you have received defective or damaged goods please contact us on +27 (0)31 536 8006 or orders@DermShop.co.za within 7 days of delivery. We will arrange for it to be collected and either replaced or you will be provided with store credit only and not a cash refund (this is in compliance with the CPA).
      2. Please note: Certain Goods sold on DermShop.co.za contain active ingredients which can cause mild irritation of the skin upon initial use thereof. This is NOT a defect in the product. Please refer to the specific instructions in respect of these Goods.
    1. Standard Warranty
      1. If you have received a product which turns out to be defective or otherwise of poor quality, please notify us on orders@DermShop.co.za as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 30 days after delivery / collection of the product.
      2. We cannot facilitate returns that fall outside of the 30 day period.

 

    1. Additional Charges
      1. If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.
      2. If you return a product that does not comply with this Policy, you may be liable to reimburse DermShop for the cost of collecting the product from you and the cost of having the product returned to you.