Refund policy

1. Overview

This Returns Policy regulates the conditions and circumstances in which goods will be accepted for return and refund.
It also explains the process for canceling a purchase, reporting a defect, and/or arranging for a return.
You are not entitled to any refund, repair, or replacement, save to the extent that it is expressly provided for under this Return Policy.
Gifts and vouchers are not returnable.
To complete your return, we require your order number.
Please do not return your purchase to Dermal Health Science until you receive a return authorization number.
All returns and replacements require prior authorization from Dermal Health Science.

2. Non-defective products

If you are unsatisfied with your purchase, you may return it to Dermal Health Science™ within 180 days (6 months) of delivery for a full refund of the purchase price (no reason or penalty required), provided you follow the return procedure below:

Authorization required: All returns and replacements must be approved by Dermal Health Science before sending the product back.
Condition of product: Non-defective products must be in their original, intact, and undamaged packaging, with the seal unbroken and the product not expired.
Return address: Products must be sent to our returns address (below), at your own expense, by courier.
Timeframe: Products must reach us within 180 days (6 months) from the date they were delivered to you.
Shipping fees: Original shipping costs are non-refundable.
Sale items: Only regular-priced items are refundable. Sale items cannot be refunded.
Exchanges: We do not offer exchanges on non-defective products.
Point of purchase: Products must have been purchased directly from Dermal Health Science. We cannot accept returns for products bought from other retailers.

3. Return procedure for non-defective products

Complete and submit the Product Return Form online.
Send products for return or exchange to:
Dermal Health Science™
Attention: Returns
Menlyn Square Office Park, Block D, 134 Aramist Avenue, Newlands, Pretoria, 0181, South Africa
You will be responsible for the shipping costs to return your item. Shipping costs are non-refundable.
If shipping items worth over R1 000, consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

4. Refund procedure for non-defective products (if applicable)

Once we receive and inspect your return, we will email you to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a certain number of days.
If you haven’t received your refund after 30 (thirty) days of the refund approval notice, please contact us at info@dermalhealth.co.za.

5. Defective products

Subject to Section 56 of the Consumer Protection Act No. 68 of 2008 (“the CPA”), if you have received a product from Dermal Health Science™ and found that the product or its packaging is defective or faulty, please submit the Product Return Form online within 180 days (6 months) of purchase.

What counts as defective: a container that is defective or leaking, or a pump or nozzle that is faulty.
Our commitment: Dermal Health Science™ will collect the product at our expense and provide you with a refund or replacement.
Defect details: To classify a product as defective, you must provide the reason for the return along with a clear explanation of the defect.
Reporting timeframe: Report the defect as soon as you discover it, and within 180 days (6 months) of purchase.
Point of purchase: Products must have been purchased directly from Dermal Health Science. We cannot accept returns for products bought from other retailers.

6. Refund or replacement procedure for defective products (if applicable)

Notification: Once we receive and inspect your return, we will email you to confirm that your item has been received and let you know whether your refund or replacement has been approved or rejected.

Refunds:

If approved, your refund will be processed.
A credit will automatically be applied to your Dermal Health account (as store credit or to your original payment method) within a few days.
If you do not receive your refund within 30 days of the approval notice, please contact us at info@dermalhealth.co.za.

Replacements:

If approved, your replacement product will be shipped to you by courier at Dermal Health Science’s expense.
You will receive a tracking number to follow your parcel.
Delivery times may vary depending on your location.
If you do not receive your replacement within 30 days of the approval notice, please contact us at info@dermalhealth.co.za.

7. Incorrect deliveries

In cases where the return results from the incorrect product being delivered on the part of Dermal Health Science™, this must be reported within 24 (twenty-four) hours after delivery.
Please submit a Product Return Form online, or contact us via email or telephone.
Dermal Health Science™ will gladly collect the product at our own expense and provide you with a refund or replacement.

8. Adverse reactions

Dermal Health Science™ prioritizes consumer satisfaction, and we take reports of adverse reactions very seriously.

Product safety: Our products are formulated and manufactured in a facility regulated by the South African Pharmacy Council (SAPC) under the Pharmacy Act, 1974 (Act 53 of 1974). All formulations are free from known or common allergens.
Before use: Always review the ingredient list on the packaging to ensure it does not contain any ingredients your patient is allergic to or sensitive to.
Possible mild irritation: Because our products contain active ingredients, mild skin irritation may occur when first used. We recommend starting with application no more than three times per week and gradually increasing to daily use.
If a severe reaction occurs: Complete and submit the Adverse Reactions Form. You can also contact our Customer Careline at +27 66 471 7896 or email support@dermalhealth.co.za for assistance from one of our experienced Clinical Advisors.
Our commitment: Dermal Health Science™ is committed to protecting, promoting, and maintaining consumer health, safety, and well-being, and to ensuring the ongoing quality of our pharmaceutical-grade aesthetic dermatological products.

9. Adverse reaction return policy for products bought at a practice

Dermal Health Science™ is committed to helping you and your patients achieve the best results with our products, which is why we offer a 180-day satisfaction guarantee on all purchases.

When starting a new product, it is common to notice mild, short-lived reactions such as stinging, itching, redness, or flaking. These are often normal adjustment effects as the skin becomes accustomed to the active ingredients.

An allergic reaction, however, is usually more severe, painful, and long-lasting. Read more in our Skincare Regimen with Active Ingredients blog post.

If your patient’s reaction does not improve after following your guidance, please follow this process:

Stop product use.
Complete the Adverse Reaction Form.
Provide photos and documentation: Upload a photo and any supporting documentation as outlined in the report. A medical certificate from a healthcare provider (if available) may be required to assist with our clinical investigation.
If you have identified the product causing the reaction for your patient, fill in the Adverse Reaction Form. The return will be based on the information provided.
Adjust usage: Once the form is submitted, our clinical team will guide the patient on how to either gradually reintroduce the product or modify their regimen to help the skin better tolerate the active ingredients.
Follow-up: Once adjustments are made, we will follow up to monitor how the patient’s skin is responding.
If the reaction persists, our clinical team will implement the Elimination Process and take all necessary steps to investigate and resolve the reaction. The approval of any return or refund will be based on the outcome of this process.

An Adverse Reaction return cannot be processed without all required information. If the necessary details are not provided, we will be unable to accept the return.

Learn more about managing reactions with medical-grade skincare.

10. Adverse reaction return policy for products bought from this website

Dermal Health Science works hard to ensure you’re using the best products for your skin. We want you and your patients to be completely satisfied with your purchase, so we offer a 180-day money-back guarantee on all products.

Using products as directed on the label is always essential. In the rare instance of an allergic reaction to a product, please follow the procedure below:

Advise your patient to discontinue use of the product.
Complete and submit the Adverse Reaction Form online.
Upload a photo and supporting documentation as explained in the report. A medical certificate from the treating healthcare provider may be required to assist with our clinical investigation.
The relevant goods must be returned to us, at your own cost, within 180 calendar days (6 months) of purchase.
Adverse reaction returns must be less than 20% used upon arrival back with us.
Once the clinical team has investigated the adverse reaction and the product(s) have been returned as set out, you will receive the findings within 30 (thirty) calendar days of our receipt of the returned product(s) and completed Adverse Reaction Form.
Refunds on adverse reactions are judged individually and are subject to an investigation by the Dermal Health Science Clinical Team.
An Adverse Reaction return cannot be processed without the information set out; we cannot accept the return if this cannot be provided.

11. Online forms

Please read the product return policy before submitting any form:

Product Return Form