Refund policy

We have a 21-day return policy, which means you have 21 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, sealed and untampered with. You’ll also need the receipt or proof of purchase. 

We may ask for photos as proof prior to returning the item.

To start a return, you can contact us at info@dermafusionaesthetics.com. Please note that the returns address will be provided after request is made. If your return is accepted,  we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at

info@dermafusionaesthetics.com

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items


Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds


We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.


If more than 15 business days have passed since we’ve approved your return, please contact us at info@dermafusionaesthetics.com


Lost or Order Not Received – Terms & Conditions

 

1. Claim Eligibility and Time Limits

DermaFusion Aesthetics Ltd (“the Company”) will only consider claims for orders alleged to be lost or not received if such claims are submitted within the following timeframes:

  • United States customers: within thirty (30) days from the order date

  • International customers: within forty (40) days from the order date

Claims submitted outside of the applicable timeframe shall be deemed invalid, and the Company shall bear no liability for such claims.

2. Customer Responsibility Prior to Claim Submission

Prior to submitting a claim, the customer must take all reasonable steps to locate the order, including but not limited to:

a. Shipping Address Verification
The customer is responsible for ensuring the shipping address provided at checkout is accurate and complete. The Company accepts no responsibility for non-delivery resulting from incorrect or incomplete address information supplied by the customer.

b. Delivery Confirmation Review
The customer must review all delivery notifications, including:

  • The Message Center

  • Order status in Your Orders

  • Mailbox or alternative delivery locations

  • Any available delivery photographs

c. Inspection of Delivery Location
The customer must inspect all areas where the package may have been left in accordance with any delivery instructions provided.

d. Third-Party Acceptance Check
The customer must confirm whether the delivery was accepted by a household member, neighbor, concierge, or building management.

e. Delivery Scan Grace Period
The customer must allow a minimum of forty-eight (48) hours from the carrier’s delivery confirmation, as parcels may be scanned as delivered prior to physical receipt.

f. Carrier Enquiry
The customer must contact the carrier directly for additional tracking or delivery information, where applicable.

3. Reporting a Lost or Non-Received Order

If the order remains unlocated after completion of the above steps, and where the order was shipped directly by DermaFusion Aesthetics Ltd, the customer must notify the Company’s Customer Service team within thirty (30) days of the expected delivery date (or forty (40) days for international orders).

Failure to comply with these requirements shall result in forfeiture of any right to a replacement or refund.

4. Force Majeure

The Company shall not be held liable for any failure or delay in performance resulting from events beyond its reasonable control, including but not limited to acts of God, natural disasters, pandemics, strikes, labour disputes, war, civil unrest, governmental actions, transportation disruptions, carrier delays, or customs processing delays (“Force Majeure Events”).

In such circumstances, delivery times may be extended, and the Company shall not be obligated to issue refunds or replacements unless required by applicable law.

5. Fraud, Abuse, and Misrepresentation

The Company reserves the right to refuse, deny, or cancel any claim where fraud, abuse, or misrepresentation is suspected, including but not limited to:

  • Repeated claims of non-receipt

  • Conflicting or inconsistent delivery information

  • Claims for orders confirmed as delivered by the carrier

  • Use of false or misleading information

Where fraud or abuse is identified, the Company may suspend or terminate the customer’s account and refuse future orders at its sole discretion.

6. Limitation of Liability

To the maximum extent permitted by law, DermaFusion Aesthetics Ltd shall not be liable for:

  • Claims submitted outside the stated timeframes

  • Orders marked as delivered by the carrier

  • Loss or theft occurring after delivery

  • Carrier delays or errors

  • Deliveries made to the address provided by the customer

Nothing in this policy shall limit or exclude liability where such limitation is prohibited under applicable consumer protection laws.

7. Platform & Checkout Compliance (Shopify / WooCommerce)

This policy:

  • Is intended to be displayed within the Shipping Policy and Terms & Conditions pages

  • May be referenced at checkout via a mandatory acceptance checkbox

  • Applies to all purchases made through Shopify, WooCommerce, or any other Company-operated sales channel

By completing a purchase, the customer acknowledges and agrees to these terms.

8. Governing Law and Amendments

This policy shall be governed by and construed in accordance with the laws of the United States of America. The Company reserves the right to amend this policy at any time without prior notice. The version in effect at the time of purchase shall apply.


Chargeback & Dispute Resolution 

At Dermfusion Aesthetics, we are committed to providing high-quality products and services, along with responsive customer support. This Chargeback & Dispute Resolution Policy outlines the steps customers must take before initiating a chargeback with their financial institution.

1. Requirement to Contact the Company First
Before filing a chargeback or payment dispute with your bank or credit card provider, customers are required to make a good-faith effort to resolve the issue directly with DermaFusion Aesthetics.

Customers must contact us via:

info@dermafusionaesthetics.com

- Customers must allow a minimum of 5 business days for a response and resolution attempt.

Failure to contact us prior to initiating a chargeback may be considered a violation of this policy and may result in the denial of future service.

2. Photographic Evidence Requirement
To support any claim involving defective, damaged, incorrect, or unsatisfactory products or services, customers must provide clear photographic evidence.

- Photos must:
  - Clearly show the issue being reported
  - Be unaltered and taken at the time the issue is discovered
  - Include relevant details (e.g., packaging, product condition, serial numbers if applicable)

Claims submitted without sufficient photographic evidence may not be eligible for resolution, refund, or replacement.

3. Resolution Process
Once a claim is submitted with proper documentation:

- Our support team will review the case within 3–5 business days
- We may request additional information if necessary
- If the claim is validated, we will offer one of the following:
  - Replacement
  - Repair
  - Store credit
  - Refund (if applicable under our return policy)

4. Unauthorized Chargebacks
Initiating a chargeback without first following the procedures outlined in this policy may be considered fraudulent or abusive behavior.

In such cases, DermaFusion Aesthetics reserves the right to:
- Contest the chargeback with supporting evidence (including this policy and communication records)
- Suspend or permanently ban the customer’s account
- Refuse future service or transactions
- Pursue recovery of funds through legal means where applicable

5. Exceptions
We understand that certain situations may warrant immediate escalation (e.g., suspected fraud or unauthorized transactions). In such cases, customers should still notify us as soon as possible so we can assist in the investigation.

6. Agreement to Terms

By completing a purchase with DermaFusion Aesthetics, you acknowledge and agree to this Chargeback & Dispute Resolution Policy.

This policy is subject to change at any time without prior notice.