Refund and Returns Policy

At dermatail.in, our goal is to ensure that every product reaches you in perfect condition. Please note that we do not offer refunds under any circumstances. Once an order is placed, the customer is fully responsible for their purchase decision. Only a replacement policy is available, strictly under specific conditions as outlined below.

1. Non-Returnable Items

For safety and hygiene reasons, certain items cannot be returned or replaced once they have been opened or used. These include:

  • Personal care items such as creams, serums, or hygiene products.

  • Products with tampered or broken seals.

  • Items specifically marked as “non-returnable” on the product page.

2. Replacement Timeline & Conditions

  • Replacement requests must be submitted within 7 business days of receiving your order.

  • Products must be unused, sealed, and in original condition with all packaging intact, including the barcode, outer carton, and security seal.

  • Replacements depend on product availability.

  • Exchanges are only allowed for hair dye and hair colour products, and customers must cover the courier charges for such exchanges.

3. Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or incorrect, customers must:

  • Record a clear unboxing video capturing the entire process and product condition.

  • Keep the product, packaging, and original materials intact.

  • Submit claims within 48 hours of delivery by emailing care@dermatail.in with the required video and images.Without proper proof, such as an unboxing video, we will be unable to process your replacement request.

4. Process for Replacements

To initiate a replacement, customers must first provide three clear images:

  1. One showing the product in its sealed and unused condition.

  2. Another showing the product as it was delivered.

  3. A third showing the intact packaging materials.

Whenever possible, we arrange a pick-up for the item. If this service isn’t available in your location, you may need to ship the product using the return shipping label we provide.

Upon arrival at our warehouse, the item undergoes a thorough quality inspection. Replacements are approved only if the product passes inspection and is returned unused, undamaged, and in its original packaging.

5. Order Cancellations

  • Orders can only be cancelled before dispatch from our warehouse.

  • Once tracking details are updated or the order is handed over to the courier, cancellations are no longer possible.

  • If you wish to cancel after shipping, the best option is to refuse delivery. Once the product is returned to our warehouse and clears inspection, no refund will be issued, though store credit or other arrangements may be considered at our discretion.

6. Delivery-Related Issues

  • Deliveries are managed through third-party courier partners.

  • In case of delays, courier rejections, or Return-to-Origin (RTO) issues, our team will work with the courier on your behalf to resolve the matter.

7. Refusal of Replacements

We reserve the right to deny replacement requests if:

  • The product fails quality checks.

  • The product or packaging is damaged due to misuse or improper handling after delivery.

  • Requests are raised after the replacement window has expired.

8. Communication & Support

For faster assistance, always mention your Order ID when emailing us at care@dermatail.in. Our team typically responds within 24–48 hours on business days.

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