We guarantee all products purchased at Dermafirm are free of defects upon delivery and exactly as described or you may return them immediately for a new replacement at no additional cost. If your item was damaged during shipment, please contact us and we will send you proper instructions for replacement of the damaged item.
If you receive an incorrect or damaged item, please contact us via e-mail, Jessica@dermafirmusa.com, within 3 days of receiving your item for a Return Authorization (RA) number. The product must be returned within 14 days of the issuance of the RA number. A replacement product will be sent upon receipt of the damaged or defective item. When returning an item, please make sure to use all the original packaging wherein the shipment has come to you, with all accessories. Do not write, stick or glue anything on the product package that can damage the package. You can include a separate letter to explain your returning reason with a reference to the RA number.
A 10% restocking fee applies to all returned items if there is no damage and we did not make a mistake in shipping, including packages returned as “refused”. Opened cosmeceuticals cannot be returned or refunded unless we made a mistake or covered by warranty. Return requests for undamaged and unopened items must be made within 30 days of delivery.
ALL RETURNS WILL REQUIRE AN RA NUMBER. ANY ITEMS RETURNED WITHOUT AUTHORIZATION WILL BE DESTROYED AND NO CREDIT GIVEN.
RA numbers can be requested by emailing us at Jessica@dermafirmusa.com Please make sure to include your name, address, order number and a clear description of why you need to return the item. Return shipping will be paid by Dermafirm in the event we made a mistake or an item arrived damaged. Return shipping will not be reimbursed if we delivered the item ordered without damage.
Warranty claims must also be made by requesting an RA number. Return shipping on warranty claims is the sole responsibility of the buyer.
In the event a return results in a refund due, the refund will be credited either to the original payment method or store credit if preferred.
We will make every effort within reason to meet customer expectations regarding returns as detailed above, however we reserve the right to review and/ or reject multiple return requests deemed abuse of the policy.
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