Returns & Exchange Policy

1. Return Time Limit

A return request must be raised within 5 days from the date of delivery.

To initiate a return, please email our customer support team at:

Email: dermafirm99@gmail.com

2. Return Conditions

Very Important: To be eligible for a return, the product must meet all of the following conditions:

• The product must be completely sealed and unused.
• The product must be in its original packaging.
• All original barcodes and labels must remain intact.
• The product must not have been opened, used, or tampered with.

If the product seal is broken or the product has been used, the return request will not be accepted.

3. Exchange Policy

Product exchange is possible if the product or its packaging is received broken or damaged.

Customers must provide clear photographs and/or a video showing the condition of the product and packaging. The exchange request will be reviewed and approved by our team before a replacement or exchange is arranged.

4. Return & Exchange Process

Please follow the steps below to request a return or exchange:

1. Step 1: Email Customer Support
   Send an email to dermafirm99@gmail.com with your Order ID and Invoice.
2. Step 2: Provide Photos / Video
   Send clear photographs or a video of the product from all angles. The images/video should clearly show that the product is sealed and packed. In case of damage, the photographs/video should clearly show the broken or damaged product or packaging.
3. Step 3: Approval & Pickup
   Once the request is reviewed and approved, we will arrange a pickup of the product as applicable.

5. Product Verification

Once the returned product reaches our warehouse, it will be inspected to verify its condition and eligibility under this Returns & Exchange Policy.

The return or refund process will proceed only after the product successfully passes the required verification.

6. Refund Processing

• Refunds are initiated within 24–72 business hours after the returned product reaches our warehouse and is successfully verified.
• Once initiated, the refunded amount may take an additional 5–7 business days to reflect in your account.
• The actual time for the amount to reflect may depend on your bank or payment service provider.
• Shipping charges are non-refundable.

7. Payment & Refund Method

Derma Firm accepts payments through:

• Cash on Delivery (COD)
• Razorpay

All prices and applicable refund amounts are processed in Indian Rupees (₹ / INR).

8. Important Notes

• Return requests received after 5 days from delivery may not be accepted.
• Opened or used products are not eligible for return.
• Products without their original packaging, barcodes, or labels may not be eligible for return.
• Customers must provide the Order ID and Invoice when submitting a return or exchange request.
• Photos or videos may be required for verification before a return or exchange is approved.
• Shipping charges are non-refundable.

9. Customer Support

For any questions regarding returns, exchanges, refunds, damaged products, or your order, please contact our customer support team.

Email: dermafirm99@gmail.com
Customer Support Hours: 11:00 AM – 8:00 PM
Weekly Off: Tuesday