At The Derma Care, we want every order to arrive in great condition. If something isn't right with your purchase, this policy explains how to request an exchange or refund.
7-Day Exchange Window
You can request an exchange within 7 days of delivery if:
- The item arrived damaged, defective, or broken
- You received a different product than what you ordered
- The item does not match the listing on our website
Steps to Request an Exchange
- Email us within 7 days of delivery at support@thedermacare.shop
- Include your order number and attach photos or a short video showing the issue
- Our team will review your request within 24–48 hours
- If approved, a replacement will be shipped to you at no extra cost
When Can You Get a Refund?
A full refund may be provided in the following cases:
- The product arrived damaged or non-functional and no replacement is in stock
- We are unable to find a suitable replacement for your approved exchange
- Your order was not delivered within the expected timeframe and you wish to cancel
How Refunds Are Processed
- Approved refunds are processed within 5–7 working days
- For COD orders, the refund will be transferred to your bank account or mobile wallet (JazzCash / EasyPaisa)
- You will receive a confirmation once the refund has been issued
Items That Cannot Be Returned
This policy does not cover the following:
- Products that have been used, opened, or returned without original packaging
- Damage resulting from misuse or improper handling by the customer
- Requests submitted after the 7-day exchange window has closed
Return Shipping
If a return is approved due to a faulty product or shipping error, The Derma Care covers the return shipping cost. In all other cases, the customer is responsible for return shipping.
Get in Touch
Questions about exchanges or refunds? Contact us:
- Email: support@thedermacare.shop
- Working Hours: Mon – Sat, 10:00 AM – 7:00 PM (PKT)
You can also reach us through our Contact Us page.