Return & Refund Policy – DérmEssenZ

Effective Date: 20 May 2026

At DérmEssenZ, we are committed to delivering high-quality skincare products with complete transparency and customer satisfaction. Due to the personal and hygienic nature of skincare and cosmetic products, returns and refunds are governed by the policy below.

Eligibility for Returns, Replacements & Refunds

We only accept return, replacement, or refund requests under the following conditions:

* Product received is damaged during transit
* Wrong product delivered
* Product received is expired or defective
* Missing item in the order

For hygiene and safety reasons, we do not accept returns for:

* Opened or used products
* Products damaged due to misuse or improper handling
* Products purchased during clearance or special sale campaigns
* Minor packaging variations that do not affect product quality.

 Return Request Timeline

Any return or replacement request must be raised within 48 hours of delivery.

Requests raised after 48 hours may not be accepted.

To process claims smoothly, customers must share:

* Order ID
* Clear photos of the product and packaging
* Unboxing video showing the parcel being opened for the first time.

Refund Process

Once the returned item is received and inspected by our team:

* Approved refunds will be processed to the original payment method within 5–7 business days
* COD orders may receive refunds via bank transfer or store credit
* Shipping charges are non-refundable unless the mistake was from our side.

Replacement Policy

If eligible, a replacement product will be shipped at no extra cost, subject to stock availability.

If the product is unavailable, a refund or store credit may be offered instead.

 

Order Cancellation

Orders can only be cancelled before dispatch.

Once shipped, orders cannot be cancelled.

Non-Returnable Situations

Returns/refunds will not be accepted if:

* Product has been opened, tested, or partially used
* Original packaging, labels, or seals are missing
* Return request is raised without proof
* Incorrect shipping address was provided by the customer
* Delivery failed due to customer unavailability

Damaged Parcel Policy

If the outer package appears heavily damaged or tampered at delivery, customers are advised to:

* Refuse delivery if possible
* Record a video while opening the parcel
* Contact us immediately

Contact for Return & Refund Support

For any return, refund, or replacement queries:

Email: info@dermessenz.com
Instagram: DérmEssenZ Instagram

Please include your Order ID in all communications.