Return & Refund Policy

1. Our Approach

DermaVue Shop is a dermatologist-led pharmacy. Every product is recommended after clinical review, but skincare is personal — formulations that suit one skin profile may not suit another. Where a return is permitted under this policy, we process it without friction.

2. Eligibility Window

You may request a return within 7 calendar days from the date of delivery. Requests raised after 7 days cannot be accepted.

3. What Can Be Returned

To be eligible, the product must be:

• Sealed, unopened, and in its original tamper-proof packaging
• Free of any damage caused after delivery
• Accompanied by the original invoice and order ID

4. What Cannot Be Returned

The following items are non-returnable under statutory and public-health rules:

• Any product whose seal, carton, or tamper-evident strip has been opened
• All prescription (Rx) medicines — non-returnable under the Drugs and Cosmetics Act, 1940 and the Drugs and Cosmetics Rules, 1945
• Products purchased on a clearance or final-sale promotion
• Products damaged by misuse, incorrect storage, or exposure to heat/sunlight after delivery

This is a public-health restriction, not a commercial choice. Resale of opened skincare or medicine is unsafe and prohibited.

5. How to Raise a Return

1. WhatsApp the clinic listed on your invoice with your order ID, a photo of the sealed product, and the reason for return.
2. Our team will confirm eligibility within 1 business day.
3. If approved, we arrange a reverse pickup through our courier partner at no cost to you. For pincodes where reverse pickup is unavailable, you may self-ship to the fulfilling clinic's address; we reimburse up to ₹100 towards return shipping on receipt of proof.
4. Once the product reaches us and passes inspection (sealed, unopened, intact), your refund is initiated.

6. Refund Timelines

Refunds are processed to the original payment source via Razorpay within 2 business days of the product passing inspection. Depending on your bank or card issuer, the amount reflects in your account within an additional 5–7 business days. UPI refunds are typically faster.

We do not issue cash refunds. Store credit is offered only on explicit request.

7. Partial Refunds

A partial refund (up to 80% of product value) may be issued where:

• The product is returned after the 7-day window but within 14 days, with valid reason
• Minor damage to the outer carton is observed on return, while the inner product remains sealed

8. Damaged or Wrong Item on Arrival

If your order arrives damaged, tampered with, or contains a wrong item, notify us within 48 hours of delivery via WhatsApp or at shop@dermavue.com, with the unboxing video and photographs. We will arrange a free replacement or a full refund — your choice. These claims are not counted against the 7-day return window.

9. Cancellations

Orders can be cancelled free of charge before dispatch. After dispatch, the shipment must be declined at the door or processed as a return under this policy.

10. Clinical Support

If a product is not working for you, reach out before returning it. Our dermatologists can often identify whether the issue is product fit, application technique, or timeline (most actives need 6–12 weeks). This service is free for all Shop customers.