Returns

What Can Be Returned

Eligible items may be returned within 7 days of delivery, provided they are unopened, unused, and in re-saleable condition.

All original packaging must be returned intact, including hygiene seals, tamper-evident seals, lids, cartons, labels, and any outer wrapping where applicable. Products must be returned exactly as they were received.

Why We Have These Conditions

Skincare is applied to your body, so hygiene and safety come first. Once a product has been opened or its seal has been broken, we are unable to confirm that it is safe to be sold to another customer.

For the same reason, returns are not accepted on the basis of a skin reaction, sensitivity, or a product simply not suiting your skin. Skincare responds differently from person to person, and a reaction does not mean a product is defective.

Because skincare is so personal, we strongly recommend speaking with our team or requesting a sample before you buy. A short conversation before purchase often makes all the difference.

What Cannot Be Returned

The following are not eligible for return:

• Opened or used products
• Products with broken, removed, or tampered hygiene or tamper-evident seals
• Products no longer in their original, sealed packaging
• Items returned outside the 7 day window
• Sale, promotional, or discounted items
• Gift cards and vouchers
• Samples, sample sets, and free gifts
• Returns requested on the basis of a skin reaction, sensitivity, or personal preference

Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, or incorrect, please contact our customer care team as soon as possible so that we can review the issue and assist you with the appropriate next steps.

Where a return is approved because the item is defective, damaged, or incorrect, no return conditions or fees would apply, and we will arrange a replacement or refund.

How to Request a Return

To request a return, please contact us at info@dermhaus.co.za or through our WhatsApp line. Include your order number together with the reason for the return.

Both the request and the physical return of the item must happen within 7 days of delivery. Returns fall outside this window if either step is missed, so please reach out to us as soon as possible.

You have two ways to return an eligible item:

• Ship it back to our office. Return shipping is arranged and paid for by you. We recommend a tracked service, as returned goods remain your responsibility until they are received and signed for by DermHaus.
• Drop it off in person at our office. We will confirm a suitable time when your return is approved.

Once your request is reviewed and approved, we will guide you through the next steps and confirm any applicable conditions.

Please Note

For hygiene, safety, and product integrity reasons, DermHaus reserves the right to decline any return that does not meet the conditions outlined above. Nothing in this policy limits any rights you may have under the Consumer Protection Act.

For any returns queries, please contact us at info@dermhaus.co.za or through our WhatsApp line.