Cancellation Refund Policy

1. Cancellations

 You shall have the option to cancel your order for a Product at no cost any time before the Product has been dispatched within India, unless otherwise expressly specified in the Platform for certain Products.

• If the order or the Product(s) that you want to cancel have not been shipped yet, you can write to the customer support team at info@thedermatologystore.com or call us on 9599491986/9667684409 (10AM-6PM) Tuesday to Sunday.
• In such cases, the order will be cancelled, and the money will be refunded to you within 24-48 business hours after the cancellation request is duly processed by us.
• If you wish to cancel an order that has been shipped but has not yet been delivered, please get in touch with our Customer Support team on info@thedermatologystore.com .
• In case you have cancelled an order, which has already been handed over to the courier company on our end, they may still attempt delivery. Kindly do not accept the delivery of the order.
• Once we receive the Product(s) back and verify its packaging/condition, we will refund your money within 24-48 business hours. We may charge for the wear and tear, shipping charges, return expenses, etc.
• In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the Product(s) have been received and verified at our warehouse.
• For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the Product(s) back. It may take 2-3 additional business days for the amount to reflect in your account.
• For cash on delivery transactions, if you have accepted the Product and made the payment on delivery, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the Product(s) back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.

1. Returns:

• You may raise returns/exchange request for the Product(s) you buy from the Platform within five (5) days of its delivery, except those that are explicitly identified as not returnable. Products are returnable if you’ve received them in a condition that is physically damaged, defective or different from its description on the Product as detailed on the Platform and they are also eligible for replacement.
• Return will be processed only if:

1. it is determined that the Product was not damaged while in your possession.
2. The Product was not damaged due to misuse/overuse.
3. Serial number is intact.
4. the Product is not different from what was shipped to you;
5. the Product is returned in original condition (with brand’s/manufacturer’s box, MRP tag intact, user manual, warranty card and all the accessories therein).
6. Products may not be eligible for return in some cases, including cases of buyer’s remorse such as incorrect variant of product ordered or incorrect product ordered.
7. The return should have been initiated within five (5) days of delivery of the Product(s).

• In order to initiate return/exchange the following process has to be followed:

1. Contact our Customer Support team via email at info@thedermatologystore.com within 5 business days of receiving the Product.
2. Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the Product and the invoice for our reference.
3. We will pick up the Products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.
4. After received product at warehouse, we initiate refund 5-7 working days.