Return Policy


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Dermags Return Policy Under Maintenance

1. What is the return Policy? 

Customer : We offer a 7 days return policy for product purchased through us and Distributors with acceptable conditions of product defects will be considered.  

2. How do I place a return or exchange?  

Customer/Consumers : Kindly contact us and place complaint and please attached proof of defect (if any video or photo available) and receipt of product purchased. Then we will inform Dermags HQ for any replacement within 3 working days after received complaint. Customer/Consumers should return the defect item to the address given or Dermags HQ will replace the new item without been asked to return the defect item. Only Dermags HQ will decide to approve the return and exchange of product defects. Customer do not allow to  courier the product defect without concerns Dermags HQ. HQ Dermags will not responsible or pay the claim of postage or courier fee. 

3. Timeline of process product return  

A: Within 7 days from the date purchased, the customer should review the condition of the product. If  any defect occurs, customers/consumers should report complaints to us and attached with receipt purchased.  

B: We should inform Dermags HQ and fill up the Return Form in the system. This process  may not exceed 3 days.  
C: Dermags HQ notify the return ID and arrange courier service to pick up defect products for customers (if needed). This process depends on the leading time of transportation. It may not exceed 7 days. 
D: After receiving a sample product defect, Dermags HQ will investigate the root causes of the defect and response to the return product within 7 days (excluded public holiday and weekends). 
5. What are unacceptable conditions of product defect for return? 
i. Product Odor  
Example: Odor of wax and vegetable oils in lipstick  
ii. Change to new design packaging released by Dermags HQ.  
Once Dermags HQ announce the release of new design packaging, return of product  with old packaging can not be replaced with new design.  
iii. Defect Packaging causes by courier or self-mistakes such fall down.  iv. Minor cases such broken packaging due to customer mistakes during open or used the  product. 
Packaging is broken after more than 1 day open. 
v. Minor cases such broken, tear or others during open or used.  
The case of broken only occur among 2 of 5000 consumers. However, the complaints  will be record by Quality Assurance Executives.
6. What is Term and Conditions of Return Policy
i. All Dermags product purchased through distributors and Dermags HQ with accompanying  order information will be accepted for return or exchange.  
ii. All Dermags product purchased through distributors and Dermags HQ with acceptable  defect conditions will be accepted for return or exchange.  
iii. Return product without any detail of complaints by Distributors are not acceptable to be  process such customer are courier the product without inform complaints to distributors  are not Dermags HQ responsibles.  
iv. Limit only one return per name, address on product (s). Dermags monitors return activity  for abuse and reserves the right to limit returns/exchanges at Dermags in all instances.  v. Dermags HQ will not responsible if distributors used their stock to return product to their  customer. Thus, the distributors are suggested to report the return product of their  customers within 7 days. Any return process exceeded 7 days from date of purchased are  not process by Dermags HQ. 
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