Return Policy

DERMEXCEL™ | Return Policy

This Returns Policy regulates the conditions and circumstances in which goods will be accepted for return and refund.
It also explains the process you need to follow in order to properly cancel a purchase, report a defect and/or 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 purchase back to Dermal Health Science before a return authorization number has been issued to you.
Do not send your purchase to one of the Dermal Health affiliated practices without authorization from Dermal Health Science.

If you are unsatisfied with your purchase after receiving the Product, you may return it to Dermal Health Science™ within 30 (thirty) days of delivery, without reason and without penalty, in order to obtain a full purchase price refund, in accordance with the return procedure set out below.
Non-Defective Products that are returned will need to be in its original, intact and undamaged packaging without the seal broken in any way.
Products need to be returned at your own expense to our registered physical address as set out below.
Products need to reach us within 30 (thirty) days after products were originally delivered to you.
Shipping fees from your original purchase are non-refundable.
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
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 those to the store where purchased.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you haven’t received your refund after 30 (thirty) days of the refund approval notice, please contact us at info@dermalhealth.co.za.

Subject to s56 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. The form can be found here.
Dermal Health Science™ will gladly collect the product at our own expense and provide you with a refund or replacement.
In order 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) days 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 purchased

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or replacement.
If you are approved, then your refund or replacement will be processed.
In the case of a refund, a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you haven’t received your refund after 30 (thirty) days of the refund approval notice, please contact us at support@dermalhealth.co.za.
In the case of a replacement, your replacement product will be couriered to you at the expense of Dermal Health. 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 contact us at info@dermalhealth.co.za

Dermal Health Science™ want consumers to enjoy using our products and want 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 in terms of the Pharmacy Act, 1974 (Act 53 of 1974). All product formulations are free from any known or common allergens. To ensure that you don't use a product that contains ingredients you are allergic or sensitive to, make sure to read the ingredient list on the product packaging before purchase or use. Our products contain active ingredients that can cause mild irritation of the skin upon initial use thereof. We thus recommend using these products not more than three times per week initially and then gradually increases to daily use. If you have developed a more severe reaction, please complete and submit the Adverse Reactions Form and/or contact our Customer Care line 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™ oblige to protect, promote and maintain the health, safety, and well-being of our consumers and to ensure sustainable quality pharmaceutical grade aesthetic dermatological products to our consumers.

Discontinue use of the product immediately.
Complete and submit the Adverse Reaction Form online. The form can be found here.
Upload a photo and supporting documentation explained in the report. A medical certificate from your Healthcare provider may be required to assist with our clinical investigation.
The relevant product/s must be returned 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 reactions returns must be less than 20% used upon arrival back to the practice where products were purchased.
After Dermal Health received 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 on Adverse reactions are judged on an individual basis 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.
An Adverse Reaction return cannot be processed without the information set out, and if this cannot be provided we will be unable to accept the return.

Discontinue use of the product immediately.
Complete and submit the Adverse Reaction Form online. The form can be found here.
Upload a photo and supporting documentation explained in the report. A medical certificate from your Healthcare provider may be required to assist with our clinical investigation.
The relevant product/s must be returned to us, at your own cost, within 30 (thirty) calendar days of purchase.
Adverse reactions returns must be less than 20% used upon arrival back with us.
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 on Adverse reactions are judged on an individual basis subject to an investigation by the Dermal Health Science Clinical Team.
An Adverse Reaction return cannot be processed without the information set out, and if this cannot be provided we will be unable to accept the return.

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