We want you to love your Dermetone goodies, so if something is wrong, you can return the item so that we can exchange it, replace it, or credit you.

LOG A RETURN

How to make sure your return is hassle free

For a quick and easy return, ensure that:

the item was purchased via Dermetone Head Office or The Laser Loft
you’ve kept to the time limits;
the item is not a non-returnable item
the item is returned in its original product packaging, with all tags, is unopened, and unused;
you have the original sales receipt, invoice number and date purchased
Log your Return

Where did you purchase your product:

We will consider exchanges, returns and refunds of items that were purchased exclusively from:
• The Dermetone Store (46 Kenneth Kaunda Rd, Durban North, Durban),
• Dermetone Head Office: Email (info@dermetone.co.za) or Whatsapp (0605334596),
• Dermetone On-line (www.dermetone.co.za)
• The Laser Loft In-Store (46 Kenneth Kaunda Rd, Durban North, Durban),
• The Laser Loft Head Office: Email (info@laserloft.co.za) or Whatsapp (0735229578).

If you purchased the item at a ``Stockist`` (refers to a person or business that sells stock on behalf of Dermetone Skincare),
• kindly contact contact the Stockist directly to enquire about their return policy (which may differ from Dermetone Skincare).

Please note:
• you may not return a product bought from a Stockist, to Dermetone Skincare,
• you may not return a product bought from Dermetone Skincare to any other Stockist.

Time Limits:

You must return your items to us within 7 days of date of purchase:
• if you changed your mind and you no longer want the item

You must return your items to us within 14 days of date of purchase or delivery, in the following cases:
• if we deliver the wrong item to you,
• your item arrives damaged on delivery,
• there was a missing product
• product has less than 6 months before expiry

You must return defective items within 6 months of the date of purchase in the following cases:
• Allergic reaction
• Manufacturer Defect

Non-returnable Items:

Several types of goods cannot be returned or exchanged.
For hygiene reasons, and due to the personal nature of our products, we cannot accept any returns on:
• opened,
• used, or
• expired products.

There are exceptions, such as if the item arrives damaged on delivery, if there is a manufacturer defect or if you experience an allergy.
If you’re unsure whether your return will be successful, please contact us and we can figure it out together.

We also do not offer refunds, returns or exchanges on:
• Gift Cards and Vouchers
• Items purchased on sale
• Shipping/ Delivery costs

Wrong Item, Damaged Product or Parcel Damaged on Delivery:

If we deliver the wrong item to you, an item is missing, your product has less than 6 months before expiry, or your item arrives damaged on delivery, you must return it to us within 14 days of purchase or delivery.

You will be responsible for paying for the cost of returning the item to us.

When we receive the item, we’ll inspect it. If we accept the return, we will reimburse the return shipping-costs to you.

An item will not be considered as damaged on delivery if, for example, the item:
• is purchased in-store;
• is damaged by you;
• is damaged by the courier service;
• the external packaging of the parcel was visibly damaged on delivery and accepted by you.

We have a triple-check dispatch quality process, and take the utmost care to send you a well-packed, secure parcel.
If you receive any opened or damaged parcels, do not accept the parcel from the courier.
To protect yourself, please take a picture of the damaged package with the courier holding it and get the name of the delivery person. Please contact us immediately on 0605334596 and we will work with you to ensure you stay a happy camper.

In the rare case of a broken or incorrect item in your parcel, please:
• take a picture of the parcel as well as the incorrect or damaged products
• take a picture of the original signed quality assurance invoice that accompanies your goodies
• Log a Return/ Refund on-line
• Dermetone will bear the cost of shipping fees related to returning the incorrect/ damaged item and replacing it, on condition that the external packaging of the parcel was not damaged upon collection.

You Changed Your Mind:

If you simply changed your mind and you no longer want the item, you must return the unopened item to us, within 7 days of purchase.

You will be responsible for paying for your own shipping costs for returning your item.
When we receive the item, we’ll inspect it. If we accept the return, we will process it in the form of a voucher that can be used online or in-store (after any applicable discounts, transaction costs and handling fees have been deducted). Please note all shipping costs are non-refundable.

If we do not accept the return, you will be responsible for the costs associated with returning the item to you. Any unclaimed items will be discarded within 30 days of the decision being reached.

Manufacturer Defects:

You must return manufacturer defective items within 6 months of the date of purchase.

You will be responsible for shipping costs related to returning the item to us.
When we receive the item, we’ll inspect it.

If we accept the return:
• we will reimburse the return shipping-costs to you,
• the value of the refund will depend on the remaining volume of product returned.

If we do not accept the item as defective, you will be responsible for the costs associated with returning the item to you. Any unclaimed items will be discarded within 30 days of the decision being reached.

Please note that there are acceptable deviations in technical specifications from batch to batch, and such variation does not imply a change in formulation or reflect on the efficacy and results of the product. These parameters include, but are not limited to, variations in colour, smell, viscosity (or thickness), consistency, and pH.

A defective item will not be accepted if the item:
• is damaged/ contaminated due to normal wear and tear (that means the normal damage that occurs over time);
• is damaged by you or you didn’t take good care of it (such as incorrect storage);
• is damaged because you modified it; or

An item is not considered to have a defect if it:
• is incompatible with your personal skin type (barring an allergic reaction)
• variation in results and/ or efficacy compared to items/ batches used previously.

Allergic Reaction and Sensitivity:

In order to avoid disappointment or dissatisfaction with the efficacy of your product, we strongly recommend that you
• prior to purchasing the product, had a consultation with a Dermetone consultant and fully disclosed all applicable medical and sensitivity issues to the consultant and
• use samples of products before purchasing a full-size product.

Due the nature of the active ingredients you may experience mild irritation, dryness or flakiness. This is normal and is not considered as an allergic reaction.

Products which cause a sensitive or allergic reaction may be returned, provided that you:
• had a consultation with a Dermetone consultant
• tried samples of the product
• provide Dermetone with a written explanation and photographs of the sensitive or allergic reaction.

If we accept the return, the value of the refund will depend on the remaining volume of product returned.

We will not refund purchases due to:
• incompatibility with your personal skin type (barring an allergic reaction),
• variation in results and/ or efficacy compared to items/ batches used previously.

Formulation Changes:

Please note that any formulation change will be expressly communicated via our social media channels and website for a period of 6 months after implementing.

Formulations will not be changed without prior public notice.

Variation in results or efficacy does not reflect a change in formulation.

Combos and Bundles:

A Combo Deal is an assortment of items that is combined into a single Combo.

A Pre-packed Bundle is several of a single item that is combined into a unit.

You can only return a Pre-packed Bundle or Combo if you return all the items that formed part of that bundle or combo to us, and all items must be in its original packaging, unopened and unused. We may refuse the return if you only send back some of the items.

If we accept your return, we will issue you a voucher with the price you paid (after any applicable discounts have been applied).

There are exceptions, such as if we delivered the wrong item, if the item arrives damaged on delivery, if there is manufacturer defect or if you experience an allergy. If you’re unsure whether your return will be successful, please contact us and we can figure it out together.

Taking Back Your Item:

If we reject your return, the item will be available for your collection. If we can’t deliver the item to you within 30 days of its return having been rejected, for example because you are unavailable or you refuse delivery costs, we will consider the item abandoned and will dispose of it.

Credit and Refunds:

When you log your return, you can choose whether we must:
• Issue an online voucher,
• issue an In-Store voucher,
• refund you the same way you paid,
• exchange the item, or
• replace the item.

If your return is accepted and you want a Voucher, we will load your credit within 3 business days after your return is accepted. You will have 3 years to use that credit. If you don’t use your credit within 3 years or ask us for a refund during this time, you will lose that credit.

If you want us to refund you, we will refund you the same way you paid. Funds can take 3 to 5 business days to reflect in your account and are subject to your bank or payment provider’s processing times.
If your original payment method is not available, we will ask you for your bank details which we will have to verify before we can refund you. This could take a little longer than 5 business days.

If You Paid with a Voucher:

If you paid for your items with a voucher and you want to return or cancel your whole order or some of the items in your order, we’ll issue you with a non-refundable voucher to the same value (excluding delivery costs, discounts and transaction charges as may be applicable).