Shipping Policy

1. Who Ships Your Order

DermaVue Shop is operated by DermaVue Skin Hair & Laser Institute Private Limited ("DermaVue", "we", "us"). Clinic pickup orders are prepared at the participating DermaVue clinic you choose at checkout. Courier orders are packed and dispatched from the participating DermaVue clinic nearest to your delivery pincode; our main courier hub is Thiruvalla.

GSTIN: 32AAFCD7071G1ZU

2. Delivery Options

• Clinic pickup (Free). Collect free at our Thiruvananthapuram or Thiruvalla clinic. Our team will message you on WhatsApp when your order is ready to collect. Please bring your order number.
• Courier delivery (₹49, free from ₹999). Available where our courier partners serve your pincode. Enter your pincode at checkout to see whether courier is available. If it is not, you can collect from a clinic, or message us on WhatsApp and we will help.

You always choose between pickup and courier yourself at checkout; neither is selected for you. We do not ship internationally at this time.

3. Delivery Timelines

For courier orders, checkout shows an estimated delivery date for your pincode before you pay. It is based on our courier partner's estimate for your pincode plus our dispatch day, and skips Sundays and national holidays. It is an estimate, not a guarantee: delays caused by courier disruptions, weather events, local restrictions, or incorrect addresses are outside our control.

For clinic pickup, we message you on WhatsApp when your order is ready to collect.

4. Order Cut-off & Processing

Orders placed before 2 PM IST on a business day are usually dispatched the same day. Orders placed after 2 PM IST, on Sundays, or on national holidays are usually dispatched on the next business day. A pharmacist at the fulfilling clinic performs a final quality check before dispatch.

5. Delivery Charges

• Clinic pickup: Free.
• Courier delivery: ₹49 per order, inclusive of GST; free when the items in your order total ₹999 or more (including GST, after any discounts). It is shown as a separate delivery line, and included in the amount on the Pay button, before you pay.
• No hidden handling charges. GST, where applicable, is included in the product price.

6. Courier Partners & Tracking

Courier orders are booked with one of our courier partners through Shiprocket. Once your parcel is booked, our team will share your tracking link with you on WhatsApp.

7. Prepaid Only

All orders on DermaVue Shop are prepaid via Razorpay, using UPI, credit card, debit card, net banking, or supported wallets. Cash on Delivery (COD) is not available. This keeps every order traceable and lets us dispatch faster.

8. Prescription (Rx) Medicines

Prescription medicines are not sold online. They are available only at DermaVue clinics after a consultation. Product pages for these medicines show a consult option instead of an Add to Cart button, and they are never sent by courier.

9. Failed Delivery & Returns to Origin

If a shipment is returned to us because of an incorrect address, an unavailable recipient, or refused delivery, we will contact you on your registered phone and email. A reshipment is charged at the courier rate shown at checkout for that reshipment. If we are unable to reach you within 7 days, the order will be cancelled and refunded minus the delivery charge you paid at checkout (₹0 on free-courier orders) and a 5% restocking fee.

10. Damaged or Missing Items

Please record a video while unboxing your order. If the package is visibly damaged or items are missing, report the issue within 48 hours of delivery via WhatsApp to the fulfilling clinic or email shop@dermavue.com, attaching the unboxing video and photographs. Verified claims are replaced or refunded at no cost to you.