Returns and refunds

RETURNS AND REFUNDS

1. OVERVIEW

This Returns Policy sets out the conditions and circumstances under which we will accept goods for return and refund.
It also explains the process you need to follow to cancel a purchase properly, report a defect and arrange for a return.
You are not entitled to any refund, repair or replacement save to the extent that it is expressly provided for under this Return Policy. Gift cards are non-returnable.

To complete your return, we require a receipt or proof of purchase. Please do not send your products back to Dermal Health Science before we issue a return authorization number. Do not send your purchase to one of the Dermal Health affiliated practices without authorization from Dermal Health Science.

2. NON-DEFECTIVE PRODUCTS

Suppose you are unsatisfied with your purchase after receiving the product. In that case, you may return it to Dermal Health Science™ within 30 (thirty) days of delivery, without reason and without penalty, to obtain a full purchase price refund according to the return procedure set out below.

Returned non-defective products must be in their original, intact, and undamaged packaging, with the seal unbroken. Products must be returned at your own expense to our registered physical address, as set out below. Products must reach us within 30 (thirty) days after they were originally delivered to you. Shipping fees from your original purchase are non-refundable. We can only refund regular-priced items; unfortunately, we cannot refund sale items. We do not offer exchanges on non-defective products. Products must have been purchased directly from Dermal Health Science. We cannot accept returns of products purchased from other retail outlets. Please return them to the store where you purchased them.

2.1 Return procedure for non-defective products

Complete and submit the Product Return Form online.

You are responsible for paying your shipping costs to return your item. Shipping costs are non-refundable. If you are shipping items worth over R1000, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.

2.2 Refund procedure for non-defective products (if applicable)

Once we receive and inspect your return, we will email you to confirm receipt. We will also notify you whether your refund is approved or rejected.

If your refund is approved, we will process it, and a credit will automatically be applied to your credit card or original payment method within a certain number of days. If you haven't received your refund after 30 (thirty) days of the refund approval notice, please get in touch with us at support@dermalhealth.co.za.

3. DEFECTIVE PRODUCTS

Subject to Schedule 56 of the Consumer Protection Act No. 68 of 2008 ("the CPA"), if You have received a product from Dermal Health Science™ and found that the container (either plastic or glass), is defective or leaking, or if the pump or nozzle mechanism is defective, please submit a Product Return Form online within 30 (thirty) days of purchase.

Dermal Health Science™ will gladly collect the product at our own expense and provide you with a refund or replacement.
For a Product to be deemed defective, you will need to state the proper reason for the return and include an explanation of the alleged defect. You must report any defect in the product as soon as it is discovered within the 30 (thirty) day timeframe. Products must have been purchased directly from Dermal Health Science. We cannot accept returns of products purchased from other retail outlets. Please return those to the store where you purchased them.

3.1 Refund or replacement procedure for defective products (if applicable)

Once we receive and inspect your return, we will email you to confirm receipt. We will also notify you of the approval or rejection of your refund or replacement. If you are approved, we will process your refund or replacement.

For a refund, a credit will automatically be applied to your credit card or original payment method within a certain number of days. If you haven't received your refund after 30 (thirty) days of the refund approval notice, please get in touch with us at support@dermalhealth.co.za.

In the case of a replacement, Dermal Health will courier your replacement product to you at our expense. You will receive a tracking number to track your parcel. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you haven't received your replacement product after 30 (thirty) days of the replacement approval notice, please get in touch with us at support@dermalhealth.co.za

4. INCORRECT DELIVERIES

If the return is due to an incorrect product delivered by Dermal Health Science™, you must report it within 24 (twenty-four) hours after delivery.

Please submit a Product Return Form online or contact us by email or telephone. Dermal Health Science™ will gladly collect the product at our own expense and provide you with a refund or replacement.

5. ADVERSE REACTIONS

Dermal Health Science™ wants consumers to enjoy using our products and wants to know if someone experiences an adverse reaction from using one of our products.

Dermal Health Science™ products are formulated and manufactured in a facility regulated by the South African Pharmacy Council (SAPC), the regulator established under the Pharmacy Act, 1974 (Act 53 of 1974). All product formulations are free from any known or common allergens. To ensure you don't use a product that contains ingredients you are allergic to or sensitive to, read the ingredient list on the product packaging before purchase or use. Our products contain active ingredients that can cause mild skin irritation upon initial use thereof. We recommend using these products no more than three times per week initially, then gradually increasing to daily use.

If you have developed a more severe reaction, please complete and submit the Adverse Reactions Form or contact our Customer Careline at +27 (0) 12 004 1791 or email support@dermalhealth.co.za and an experienced staff member will endeavor to resolve any adverse reactions.

Dermal Health Science™ is obliged to protect, promote, and maintain our consumers' health, safety, and well-being, and to ensure sustainable quality, pharmaceutical-grade aesthetic dermatological products for our consumers.

5.1 Adverse reactions return policy on products bought from a Practice

Dermal Health Science works hard to ensure that you're using the absolute best products for your skin. We want to be sure that you are delighted with your purchase. As such, we have a 30-day money-back guarantee on all products. It is always essential to use products as directed on the label. In the rare instance you've had an allergic reaction to a product in the past 30 days, please follow the procedure below: 

• Discontinue use of the product immediately.
• Complete and submit the Adverse Reaction Form online.
• Upload a photo and supporting documentation as explained in the report. A medical certificate from your Healthcare provider may be required to assist with our clinical investigation.
• Return the suspected product/s to the place of purchase at your own cost within 30 (thirty) calendar days of purchase. Although Dermal Health Science will assist with your adverse reaction, products purchased from a Dermal Health dispensing practice can't be returned to Dermal Health Science directly.

Adverse reaction returns must be less than 20% used upon arrival to the practice where products were purchased.
After Dermal Health receives your completed Adverse Reaction Form and supported documentation, the practice will facilitate the return to Dermal Health Head Office. 
After the Adverse Reaction has been investigated by the clinical team and the product (s) are returned as set out, you will receive a result on the findings within 30 (thirty) calendar days of our receipt of the returned product (s) and completed Adverse Reaction Form.

Refunds for adverse reactions are assessed individually, subject to an investigation by the Dermal Health Science Clinical Team. Please note that the product return process will be subject to the return policy of the particular practice. We cannot process an Adverse Reaction return without the information set out, and if this cannot be provided, we will be unable to accept the return.

5.2 Adverse reactions return policy on products bought from Dermalhealthstore™

Dermal Health Science works hard to ensure that you're using the absolute best products for your skin. We want to be sure that you are delighted with your purchase. As such, we have a 30-day money-back guarantee on all products. Always use products as directed on the label. In the rare instance you've had an allergic reaction to a product in the past 30 (thirty) days, please follow the procedure below: 

• Discontinue use of the product immediately.
• Complete and submit the Adverse Reaction Form online.
• Upload a photo and supporting documentation as explained in the report. A medical certificate from your Healthcare provider may be required to assist with our clinical investigation.
• The relevant products must be returned to us, at your own cost, within 30 (thirty) calendar days of purchase.

Adverse reaction returns must be less than 20% used upon arrival. After the Adverse Reaction has been investigated by the clinical team and the product (s) are returned as set out, you will receive a result on the findings within 30 (thirty) calendar days of our receipt of the returned product (s) and completed Adverse Reaction Form.

Refunds for adverse reactions are assessed individually, subject to an investigation by the Dermal Health Science Clinical Team. We cannot process an Adverse Reaction return without the information set out, and if you cannot provide it, we will be unable to accept the return.