After you send the item back to us with tracking service and once we receive the item in its original condition mentioned, usually allow 30 working days for the refund to be made.
17. Our repair and return policy
REPAIR POLICY
• It is extremely important that you get permission to return any merchandise. To authorize, we will inform you on the best method of transport, to avoid excessive fees and charges that would be paid by you.
• Defects factory (or apparent damage in shipping) must be reported to us immediately upon receipt. We cannot accept claims for damages where a reasonable explanation is that it may have occurred after receipt.
• All products returned for repair must be in original factory condition, including all packaging materials, inserts and manuals. The warranty does not cover products damaged during transport. We reserve the right to refuse to repair any of the returns.
• Before returning any product to us for repair:
- Fill in the application form for a repair authorization sent to you by email.
- Email us to obtain a Repair Authorization Number.
- We can provide some steps for troubleshooting to help determine if the product is in need of repair, or if the problem could be solved by proper methods, etc…
- With a Repair Authorization number, return the product to the address you provide.
Within the warranty period - we will make the repairs free of charge, except when the product has been misused or handled (including improper packaging during transport), abused (intentionally or unintentionally) modified or tampered with. The warranty is void for damage caused by fire, flood, explosion or excessive variations in the power grid.
For defective parts due to the fault of the manufacturer, we cover the cost of parts during the warranty period. Parts damaged by misuse, or after the warranty period has ended, can be replaced by the customer. Note that the consumables and ancillary parts are not covered by warranty.
If a product needs repair within the warranty period, and can be repaired, we will fix it. If it cannot be repaired, we can replace it with a new product. The decision to replace rather than repair during the warranty period is our criteria.
Return Policy
• It is extremely important that you get permission to return any merchandise. By authorizing the return, we will inform you about the best method of transport, to avoid excessive fees and charges that would be paid by you.
• All products must be returned in original factory conditions, including all packaging materials, inserts and manuals, all accessories and gifts. We reserve the right to refuse any return that lacks any item.
• We will refund, within 40 work days after the return of product. Please note that shipping charges are non-refundable and a processing fee of 10 % will be applied on all returned merchandise and canceled orders.
• We will not pay the cost of return shipping.
• Refunds will only be issued upon receipt and inspection of returned products.
• Please note that shipping charges can be high relative to the value of some items.
• Some products are not returnable unless a defect is detected obvious manufactures the product.
Follow these steps to return the items to DERMIUS™:
a) Request by e - mail return form: sac@dermius.com
b) Send us return form to obtain a return authorization number. Note: We do not accept returns unless pre - authorized.
c) IMPORTANT: Please contact us first before attempting to return any product. Packages returned without authorization number will be refused.
Please do not send packages by any other means which indicate when to authorize a return. This is to avoid incurring excessive fees and charges that would be paid by you.
In particular, we do not ship packages by FEDEX / DHL / UPS / TNT , it can cause problems for import and huge delay .
d) Returns and exchanges must be assigned an authorization number and return within 14 days after shipping. Please understand that in case of return, the period is 14 days from shipment of the initial order, and not from the delivery of the item.
e) We will advise you on the method to return an item to us freight prepaid. DO NOT USE other carriers which are not specified. Using the wrong carrier or wrong address may result in loss of the goods.
Important: Be sure to return the item via a secure method and keep a copy of the tracking number until your refund is processed.
Always send the goods insured.
