Refund policy

================================================================================ DERMA LIGHT CO. RETURNS & REFUNDS POLICY ================================================================================ Last Updated: March 2025 -------------------------------------------------------------------------------- 1. OUR COMMITMENT TO YOU -------------------------------------------------------------------------------- At DermaLight Co., we stand behind the quality of our products and want you to be completely satisfied with your purchase. We understand that sometimes things don't work out as expected, and we're here to make the return process as smooth and hassle-free as possible. This Returns & Refunds Policy outlines the terms and conditions for returning items and requesting refunds for purchases made through our Shopify store. -------------------------------------------------------------------------------- 2. RETURN WINDOW -------------------------------------------------------------------------------- We offer a 10-day return window from the date of delivery. To be eligible for a return, your request must be initiated within 10 days of receiving your order. Returns requested after this period will not be accepted. The 10-day period begins on the date your package is marked as delivered by the courier tracking system. -------------------------------------------------------------------------------- 3. ELIGIBILITY FOR RETURNS -------------------------------------------------------------------------------- To qualify for a return, your item must meet the following conditions: 3.1 UNOPENED/UNUSED PRODUCTS: - Item must be in original, unopened packaging - All seals, tags, and protective coverings must be intact - Product must be unused and in resalable condition - Original receipt or proof of purchase must be provided 3.2 DEFECTIVE OR DAMAGED PRODUCTS: - Item must have a manufacturing defect - Item must have been damaged during shipping - Damage or defect must be reported within 48 hours of delivery - Photos of the damage/defect must be provided 3.3 WRONG ITEM RECEIVED: - Item received must be different from what was ordered - Error must be reported within 7 days of delivery -------------------------------------------------------------------------------- 4. NON-RETURNABLE ITEMS -------------------------------------------------------------------------------- For hygiene and safety reasons, the following items CANNOT be returned: 4.1 USED OR OPENED PRODUCTS: - Products that have been opened, unsealed, or removed from original packaging - Products that show signs of use (fingerprints, residue, wear marks) - Products where protective films or seals have been removed 4.2  FINAL SALE ITEMS: - Items marked as "Final Sale" or "Non-Returnable" at time of purchase - Promotional or clearance items specifically excluded from returns 4.4 GIFT CARDS: - All gift card purchases are final and non-refundable 4.5 PARTIAL SETS: - Individual items from bundle or set purchases cannot be returned separately -------------------------------------------------------------------------------- 5. HYGIENE AND SAFETY POLICY -------------------------------------------------------------------------------- As a skincare company, we take hygiene and customer safety seriously. Our products are classified as personal care items, which means: - Once a product has been opened or used, we cannot accept it for return - This policy protects all our customers from potentially contaminated products - We reserve the right to refuse any return that poses a hygiene concern - Products returned in unsanitary condition will be destroyed and not refunded We appreciate your understanding that this policy is in place to ensure the safety and well-being of all our customers. -------------------------------------------------------------------------------- 6. REFUND OPTIONS -------------------------------------------------------------------------------- Depending on the circumstances, we offer the following refund options: 6.1 50% REFUND: - Available for unopened, unused products returned within 30 days - Available for defective or damaged products (verified) - Available for wrong items shipped - Refund will be issued to the original payment method 6.2 STORE CREDIT: - Available for returns that don't qualify for full refund - Store credit never expires and can be used on any future purchase - Store credit amount equals the purchase price minus any applicable fees 6.3 EXCHANGE: - Available for defective items (same product replacement) - Available for wrong items received (correct item replacement) - Exchanges are subject to product availability 6.4 PARTIAL REFUND: - May be issued if item is returned in less-than-perfect condition - Amount determined on a case-by-case basis - Customer will be notified before partial refund is processed -------------------------------------------------------------------------------- 7. RETURN SHIPPING COSTS -------------------------------------------------------------------------------- 7.1 CUSTOMER RESPONSIBILITY: For returns due to change of mind or ordering the wrong item, the customer is responsible for return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance for items over R500. 7.2 DERMA LIGHT CO. RESPONSIBILITY: We will not cover return shipping costs for: - Defective or damaged products - Wrong items shipped - Products that don't match the description In these cases, we will provide a prepaid shipping label or reimburse your return shipping costs upon receipt of valid proof of postage. -------------------------------------------------------------------------------- 8. HOW TO INITIATE A RETURN -------------------------------------------------------------------------------- To start a return, please follow these steps: STEP 1: CONTACT US Email us at [info@dermalightco.com] with the following information: - Your order number - Full name used for the order - Reason for return - Photos of the product (showing condition and any defects if applicable) - Whether you prefer a refund, exchange, or store credit STEP 2: WAIT FOR AUTHORIZATION Our customer service team will review your request within 2-3 business days and respond with: - Return authorization (if approved) - Return instructions - Return shipping address - Return merchandise authorization (RMA) number (if applicable) STEP 3: SHIP THE ITEM - Package the item securely in its original packaging if possible - Include the RMA number (if provided) inside the package - Use a trackable shipping method - Email us the tracking number once shipped STEP 4: INSPECTION Once we receive your return, we will: - Inspect the item within 3-5 business days - Verify it meets our return conditions - Process your refund, exchange, or store credit IMPORTANT: Do not send items back without prior authorization. Unauthorized returns will be refused and returned to the sender at their expense. -------------------------------------------------------------------------------- 9. REFUND PROCESSING TIME -------------------------------------------------------------------------------- Once your return is received and inspected: 9.1 APPROVAL NOTIFICATION: You will receive an email notification within 3-5 business days informing you that your return has been approved or rejected. 9.2 REFUND TIMELINE: - Credit card refunds: 5-10 business days (depending on your bank) - PayPal refunds: 3-5 business days - Store credit: Immediate upon approval - Bank transfer refunds: 5-7 business days Please note that processing times may vary depending on your payment provider and bank. We are not responsible for delays caused by financial institutions. 9.3 PARTIAL REFUNDS: If a partial refund is approved, we will notify you of the refund amount before processing. -------------------------------------------------------------------------------- 10. DEFECTIVE OR DAMAGED PRODUCTS -------------------------------------------------------------------------------- 10.1 REPORTING DEFECTS: If you receive a defective or damaged product: 1. Do not use the product 2. Take clear photos of the defect/damage 3. Take photos of the packaging if damaged during shipping 4. Email us at [info@dermalightco.com] within 48 hours of delivery 5. Include your order number and description of the issue 10.2 RESOLUTION OPTIONS: For verified defective or damaged products, we will offer: - Full replacement at no additional cost - Full refund including original shipping costs - Store credit for the full purchase amount 10.3 INVESTIGATION PERIOD: We may require up to 7 business days to investigate defective product claims. We may request additional photos or information to process your claim. -------------------------------------------------------------------------------- 11. WRONG ITEM RECEIVED -------------------------------------------------------------------------------- If you receive an item different from what you ordered: 1. Do not open or use the product 2. Contact us within 7 days of delivery 3. Provide your order number and photos of the received item 4. We will arrange for the correct item to be shipped 5. We will provide a prepaid return label for the wrong item If the correct item is no longer available, we will offer: - Full refund including shipping costs - Store credit for the full amount - Alternative product of equal or greater value (with your approval) -------------------------------------------------------------------------------- 12. LATE OR MISSING REFUNDS -------------------------------------------------------------------------------- If you haven't received your refund after the expected processing time: 1. Check your bank account or credit card statement again 2. Contact your credit card company or bank (refunds may take time to post) 3. If you've done all of this and still have not received your refund, please contact us at [info@dermalightco.com] We will investigate and provide you with a refund reference number that you can provide to your bank to track the transaction. -------------------------------------------------------------------------------- 13. EXCHANGES -------------------------------------------------------------------------------- We offer exchanges in the following situations: 13.1 DEFECTIVE PRODUCTS: - Exchange for the same product (if available) - Exchange for a different product of equal value (with approval) 13.2 WRONG ITEMS: - Exchange for the correct ordered item 13.3 EXCHANGE PROCESS: - Exchanges follow the same process as returns - We will ship the replacement item after receiving and inspecting the return - If the requested exchange item is unavailable, we will offer a refund or store credit instead -------------------------------------------------------------------------------- 14. CANCELLATIONS -------------------------------------------------------------------------------- 14.1 ORDER CANCELLATION BEFORE SHIPMENT: You may cancel your order without penalty if: - The order has not been processed for shipment - You contact us within 24 hours of placing the order To cancel an order, email us immediately at info@dermalightco.com[] with your order number and cancellation request. 14.2 ORDER CANCELLATION AFTER SHIPMENT: Once an order has been shipped, it cannot be cancelled. You may return the item according to this Returns & Refunds Policy once received. 14.3 CUSTOM ORDERS: Custom or personalized orders cannot be cancelled once production has begun. -------------------------------------------------------------------------------- 15. WARRANTY INFORMATION -------------------------------------------------------------------------------- 15.1 PRODUCT WARRANTY: All DermaLight Co. products come with a 12-month manufacturer warranty against defects in materials and workmanship. 15.2 WARRANTY COVERAGE: The warranty covers: - Manufacturing defects - Component failures under normal use - Electrical malfunctions 15.3 WARRANTY EXCLUSIONS: The warranty does not cover: - Damage caused by misuse or abuse - Damage from drops or impacts - Damage from water exposure (unless product is water-resistant) - Normal wear and tear - Unauthorized repairs or modifications - Consumable parts (batteries, bulbs if applicable) 15.4 WARRANTY CLAIMS: To make a warranty claim, contact us at [info@dermalightco.com] with: - Proof of purchase - Description of the issue - Photos or videos demonstrating the defect -------------------------------------------------------------------------------- 16. FRAUDULENT RETURNS -------------------------------------------------------------------------------- DermaLight Co. reserves the right to refuse returns and ban customers from future purchases in cases of: - Return fraud or abuse - Serial returning (excessive return patterns) - Returning items that were not purchased from DermaLight Co. - Returning counterfeit or altered products - Providing false information during the return process We monitor return patterns and reserve the right to deny service to customers who abuse our return policy. -------------------------------------------------------------------------------- 17. SALE AND PROMOTIONAL ITEMS -------------------------------------------------------------------------------- 17.1 REGULAR SALE ITEMS: Items purchased on sale can be returned according to this policy unless marked as "Final Sale." 17.2 FINAL SALE ITEMS: Items marked as "Final Sale," "Non-Returnable," or "No Returns" at the time of purchase cannot be returned or refunded. 17.3 PROMOTIONAL ITEMS: Free promotional items or gifts with purchase cannot be returned for cash value. 17.4 BUNDLE PURCHASES: For items purchased as part of a bundle or set: - The entire bundle must be returned for a full refund - Individual items from a bundle cannot be returned separately - If one item from a bundle is defective, contact us for a replacement of that specific item -------------------------------------------------------------------------------- 18. GIFT RETURNS -------------------------------------------------------------------------------- 18.1 RETURNS WITH GIFT RECEIPT: Items received as gifts can be returned for store credit equal to the purchase price, provided: - The return is initiated within 30 days - Proof of purchase (gift receipt or order number) is provided - The item meets all other return conditions 18.2 RETURNS WITHOUT RECEIPT: We cannot process returns without proof of purchase. Gift recipients should contact the original purchaser for return assistance. -------------------------------------------------------------------------------- 19. DISPUTE RESOLUTION -------------------------------------------------------------------------------- 19.1 GOOD FAITH EFFORT: We are committed to resolving any disputes fairly and promptly. If you are dissatisfied with our resolution of your return request, please contact our customer service team to discuss your concerns. 19.2 ESCALATION: If we cannot reach a satisfactory resolution, you may escalate your complaint to relevant consumer protection authorities in South Africa. -------------------------------------------------------------------------------- 20. POLICY UPDATES -------------------------------------------------------------------------------- DermaLight Co. reserves the right to modify this Returns & Refunds Policy at any time. Changes will be effective immediately upon posting to our website. The policy in effect at the time of your purchase will apply to your order. We encourage customers to review this policy before making a purchase. -------------------------------------------------------------------------------- 21. GOVERNING LAW -------------------------------------------------------------------------------- This Returns & Refunds Policy is governed by and construed in accordance with the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the South African courts. -------------------------------------------------------------------------------- 22. CONTACT INFORMATION -------------------------------------------------------------------------------- For any questions about our Returns & Refunds Policy, or to initiate a return, please contact us: Email: [info@dermalightco.com] Phone: [084 587 1628] Business Hours: Monday - Friday, 9:00 AM - 5:00 PM SAST ] We aim to respond to all inquiries within 24-48 business hours. -------------------------------------------------------------------------------- 23. ACKNOWLEDGMENT -------------------------------------------------------------------------------- By making a purchase from DermaLight Co., you acknowledge that you have read, understood, and agree to be bound by this Returns & Refunds Policy. Your statutory rights under South African consumer protection law are not affected by this policy. ================================================================================ Thank you for choosing DermaLight Co.! We appreciate your trust in our products and service. ================================================================================