1. Return Window
Customers may request a return within 30 days of receiving their product.
2. Return Eligibility
To qualify for a return, the item must meet the following conditions:
- Unused, undamaged, and in original packaging
- All labels, seals, and tags must remain intact
- Item must be in resalable condition
- Proof of purchase (order number) is required
⚠️ Due to hygiene, safety, and product integrity requirements, opened skincare, personal care, wellness, nutritional, or dietary supplement products are not eligible for return.
3. Non-Returnable Items
Returns may be refused in the following cases:
| Reason | Details |
|---|---|
| Opened skincare, personal care, or supplement products | Not eligible due to hygiene, safety, and tampering concerns |
| Used products | Not eligible for resale |
| Damaged after delivery | Due to misuse or improper handling |
| Unauthorized returns | No prior approval or missing proof of purchase |
Product Safety and Consumable Items
For customer safety and quality assurance, dietary supplements, capsules, tablets, powders, and other consumable wellness products cannot be returned once opened, used, or if the safety seal has been broken. This policy helps ensure product integrity and consumer protection.
4. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item:
- Contact us within 48 hours of delivery
- Provide:
- Order number
- Clear photos of the item
- Description of the issue
Resolution
After review, we may offer:
- Replacement, or
- Full refund
5. Return Shipping Costs
| Return Reason | Shipping Cost |
|---|---|
| Change of mind | Customer pays return shipping |
| Defective / incorrect item | Covered by Dermifry |
📌 No restocking fees are charged.
6. How to Initiate a Return
Step 1: Request
Email: info@dermifry.com
Include:
- Order number
- Reason for return
Step 2: Authorization
After review, you will receive:
- Return authorization
- Return instructions
Step 3: Shipping
- Securely package the item
- Use a trackable shipping service
- Send to the provided return address
Step 4: Inspection
Once received, the item will be inspected and you will be notified of the approval status.
7. Return Address
Approved returns must be sent to the following address:
Return Address:
SOLARIS, A, Saki Vihar Rd, opp. L&T Gate, Saki Vihar, Budhia Jadhav Wadi, Marol, Powai, Mumbai, Maharashtra 400072
📌 Important Instructions:
- Do not send any item before receiving return authorization from our support team.
- Returns sent without approval may be refused or delayed.
- Customers must include their order number inside the package for identification.
In rare cases where a different fulfillment facility is required, our support team may provide an alternative return address after review.
8. Refunds
| Step | Details |
|---|---|
| Approval | Refund issued after inspection |
| Refund Method | Original payment method |
| Processing Time | 7–10 business days |
| Provider Delay | May vary by bank/payment provider |
9. Order Cancellations
| Condition | Policy |
|---|---|
| Before shipment | Full refund available |
| After shipment | Standard return process applies |