Cancellations and Refunds Policy
Cancellation Policy
- Before Dispatch: You can cancel your order by contacting customer support before it is dispatched. Once the order is dispatched or prepared for shipment, cancellations are not possible.
- After Dispatch: If your order has already been dispatched, you may still cancel it by refusing delivery at the time of arrival.
- Combo Packs: Cancellation of individual items in a combo pack is not allowed. Cancelling part of a combo pack will result in the cancellation of the entire order.
- Refund Processing: Refunds for cancelled orders will be processed within 24-48 business hours once the cancellation request is approved.
- Cancellation due to Returned Shipment: If a shipment is returned to the warehouse due to refusal of delivery or return to origin (RTO), cancellation will be processed upon the return of the package and completion of a quality check. Refunds will be processed to the original payment method within 24-48 hours.
- Important Note: If an order has already been handed over to the delivery partner, cancellation cannot be guaranteed, and the delivery attempt may still occur. In this case, please refuse to accept the order.
To request a cancellation, contact us via email at support@dermatics.in or call +91 91574 56286 (10 AM - 6 PM, Monday to Saturday).
Return and Exchange Policy
Return Requests for Defective Deliveries
You must raise a return request within 2 days of receiving your order for the following reasons:
- Damaged product
- Missing product
- Empty box delivered
- Issues with product authenticity or quality
- Incorrect or wrong product delivered
- Expired product delivered
- Used product delivered
Unboxing Video: To process returns for the above reasons, an unboxing video showing the Dermatics India seal/tape must be provided.
Refund Conditions: Refunds will only be initiated if the products are returned in their original packaging with seals, labels, and barcodes intact.
General Returns
For returns due to other reasons, a return request can be made within 5 days of receipt.
- Refund Fees: A deduction of INR 300 will apply to the total refund amount for returns.
- Replacement Fee: INR 150 will be charged for re-shipping in case of a replacement, subject to stock availability.
Return Conditions:
- Products must be in their original packaging with no tampering.
- The security seal and barcode must be intact, and the outer carton must be undamaged.
- Products expiring within 4-6 months from the order date cannot be exchanged unless they are defective.
Combo Packs: Returns must include the entire combo pack. Do not open or use any products if you intend to return them.
Non-Returnable Cases:
- Misuse or overuse of the product
- Physical damage not reported at delivery
- Used or altered products
- Missing original packaging, tags, or accessories
- Tampered serial numbers or barcodes
- Requests made after the return window
Return or Exchange Process
To initiate a return or exchange:
- Contact us at support@dermatics.in or +91 91574 56286 (10 AM - 6 PM, Monday to Friday) within 5 days of receiving your order.
- Provide your order ID and images or videos of the product(s) showing the batch numbers.
- For defective deliveries, an unboxing video showing the Dermatics India seal/tape will be required.
We will schedule a return pickup within 3-4 business days. Refunds will only be initiated once the products are received and verified to be in their original packaging with seals and labels intact. Damaged products will be sent to the vendor for investigation.
For COD orders, bank details will be required to process refunds. Please note that bank refunds may take up to 7 days to reflect in your account.
Refund Timelines
- Processing Time: Refunds will be initiated within 2-4 business days of receiving and verifying the returned product.
- Refund Credit: Refunds will reflect in your original payment mode within 5-7 business days.
- Additional Time: Some banks or payment providers may take additional time for refunds to reflect in your account.
Video Consultation Policy
- Doctor Selection: Doctors are assigned based on availability, and specific doctor selection is not possible. All doctors on our platform are qualified professionals.
- Unbiased Service: We ensure that all doctors provide top-quality care regardless of who is assigned.
- Follow-up Consultations: Doctor availability for follow-ups may vary, but we will do our best to accommodate your needs.
Additional Information
- You can expect to receive exchanges within 5-7 days.
- A fee of INR 150 applies for exchange shipping and pickup.
- A deduction of INR 300 applies to returns of non-damaged or correct products.
- Lost or damaged returns are non-refundable and not eligible for exchange.
- All exchanges will be processed via cash-on-delivery.
Dermatics India reserves the right to amend this policy at any time without prior notice.
