returns and exchanges
RETURNS AND EXCHANGES
RETURNS POLICY
Please see our comprehensive returns information below, should you need to return an item(s) for any reason.
FAQ - CAN I RETURN AN ITEM?
We understand that on occasion you may need to return an item. Due to the nature of the products we sell, items cannot always be returned. Please see the below information on whether you can return an item.
You can return an item if…
- It has not been opened, seal is not broken, it has not been used.
- The product and packaging is in perfect resalable condition, as you received it.
- It is returned to us within 30 days of the order date.
You cannot return an item if…
- The product has been opened or the seal or packaging broken.
- The product has been used.
- The packaging is in any way damaged.
To return an item(s), please complete the returns form by following the link below. All returns need to be submitted via the form. Returns sent to our warehouse without the necessary paperwork and authorisation from Dermafrica will not be accepted. Authorisation will be granted once the returns form has been completed.
Please note: If you believe you have a product with a faulty pump, please contact us on [email protected] before returning an item. In many cases it will just be an airlock in the bottle, and we can explain how to release this and get the pump working as normal.
STANDARD RETURNS TERMS AND INFORMATION
If a purchased product has been used or opened (manufacturer / factory seal no longer in place or packaging damaged), then it will not be eligible for a store credit or exchange.
If an item(s) is returned to us and it has been used / opened / is not in a resalable condition, the customer will be contacted and informed. The customer can then determine whether they would wish for us to dispose of the item(s) or whether they wish, at their own cost, to have the item(s) returned to them. No store credit will be given for items returned that are not in a resalable condition.
Return shipping is at your own cost and risk. We would recommend that you package the item/s in the same way you received it, in order to protect the product and packaging from getting damaged, else it will not be deemed resalable. We recommend you return your items via a tracked delivery service. We will not be liable for any packages that are not received by us.
Please clearly state on the returns form the reason for return and whether you require store credit or exchange.
If you decide you no longer wish to keep the product you ordered upon receiving it, you can return it to our physical address within 30 days of the order date, but you'll need to cover the return shipping costs. If the product remains unopened and in its original packaging, we'll issue you a store credit. Please note that we do not offer cash refunds in this situation.
Once store credit has been authorized, you will receive a confirmation email detailing the amount of the Credit, and the item(s) that we have received back. Any delivery charges paid for on an initial order are not eligible for a refund. Store credit can only be issued to the billing details provided when ordering.
We aim to process all returns as quickly as possible and you should receive confirmation of this within a week of the returned item reaching our warehouse.
All orders are processed in ZAR (South African Rands) and refunds will be made in ZAR. Dermafrica cannot be held responsible for any exchange rate charges on foreign orders at the point of processing a refund. This is the responsibility of your bank or credit card processing company.
THE FOLLOWING GENERAL POLICIES APPLY:
- We will only consider store credit / exchange if the product was purchased through our store. Please include a copy of your receipt, alternatively your Returns Form or order number.
- All returns to be considered for store credit / exchange must be done within 30 days of purchase. It will not be accepted once the period has lapsed.
- products must be unopened, with broken seals, unused and in pristine packaging.
- original delivery charges, if paid, are non-refundable.
- some products may state they are not refundable, in which case the return policy does not apply, as the product cannot be returned/refunded/exchanged.
FURTHER RETURNS INFORMATION
It may be that you need to return an item for another reason other than listed above. This section provides more information on returns for the following:
- Damaged Products / Shortages / Incorrect Products
- Faulty Products
- Adverse Reactions
- Refused / Undeliverable Packages
Please note, in order to investigate any claims of faulty or damaged products, we will require the product and related packaging to be returned to Dermafrica. Unfortunately, we are unable to investigate these claims without the relevant packaging as they must be returned and logged with the manufacturer.
DAMAGES / SHORTAGES / INCORRECT PRODUCTS
Please inspect goods fully upon receipt. Any damages / shortages / incorrect products must be reported to Dermafrica via the Returns Form within 24 hours from receipt of goods. Please provide full details of the issue in the “comment” section on the form. In the case of damaged or faulty goods, please provide photographs and send it to us with your order number: [email protected]
If a return / exchange is required,Dermafrica will provide full details on this process during email correspondence. Dermafrica cannot accept responsibility for damages / shortages / incorrect products reported after the stated 24 hour period.
ADVERSE REACTIONS TO PRODUCTS
Please note: It is the customer’s responsibility to patch test any product prior to use. Since these products contain active ingredients, we also recommend a slow introduction of the product into your skincare regime, and gradually increasing application to the recommended protocol over time. This is to minimize possible irritation it may cause in the beginning. Please Always check compatibility of active ingredients in any purchased products. Please bear in mind these are very active products so you may well see a change in your skin.
If you have followed the above process but feel that you have had a reaction to a product, please immediately report this in writing to Dermafirca at [email protected]
Depending on the issue with the item, you may be required to complete a comprehensive Product Reaction Authorisation Form and any item(s) in question might be sent back to the manufacturer for thorough testing. This form must be fully completed within 48 hours, including photographs of the reaction.
REFUSED / UNDELIVERABLE PACKAGES
In the case of a parcel being returned to Dermafrica due to an incorrect delivery address being provided, the customer will have to pay the cost for a new delivery to be made, and this will be the same as the standard delivery charges.
If the customer chooses to cancel the order in this instance instead of paying for re-delivery, the original delivery cost covered by Dermafrica will not be refunded and a processing fee of R100 will be charged and subtracted from the customer’s refund.