Common Policy Questions
Common Policy Questions
This page answers common questions about returns, refunds, guarantees, support, and store policies.
If you need help with an order, return, refund, or product question, please review the information below.
If you still need help, you may submit a support request at:
https://dermagist.com/support-portal/
What is your return policy?
All Dermagist products are covered by a 60-day satisfaction guarantee.
You may return the product within 60 days of the purchase date if you are not satisfied.
All returns must be approved before they are sent back.
You must request a Return Merchandise Authorization (RMA) number before returning anything.
Returns without an RMA number cannot be processed.
Shipping charges are not refundable, even if your order originally qualified for free shipping.
If your order included a free promotional item, that item must also be returned, or the value of the free item will be deducted from the refund.
How do I return a product?
To return a product, you must first request an RMA number.
Submit a support ticket and include your order number and the reason for the return.
After your request is reviewed, you will receive return instructions and a return form.
You must include the signed return form in the package.
You must also write the RMA number on the outside of the box.
Returns that do not follow the return instructions cannot be processed.
Refunds are issued after the return is received and verified.
What is the 60-day guarantee?
All products are covered by a 60-day guarantee.
This allows you time to use the product and decide if it is right for you.
If you are not satisfied, you may return the product within 60 days as long as the return procedure is followed.
Refunds are issued to the original credit card used for the order.
Shipping costs are not refundable.
If a free item was included, it must also be returned or its value will be deducted.
How long does it take to get a refund?
After your return package is received, it is usually processed within about 5 business days.
After the refund is issued, your bank or credit card company may take additional time to show the refund on your statement.
Processing time depends on your bank.
How do I contact customer support?
Customer support is handled through our online support system.
We do not provide telephone support.
Using the online system allows us to respond faster and keep a record of all requests.
To contact support, submit a ticket here:
You may contact support for:
- Returns
- Refunds
- Order questions
- Shipping questions
- Product questions
- Account help
- Payment issues
Why is support online only?
Support is provided online so that all requests are documented and handled correctly.
This helps prevent mistakes and allows us to review your order information when needed.
Online support is also available at any time.
Can I cancel or change my order?
Orders are processed quickly, so changes are not always possible.
If you need to cancel or change an order, submit a support request as soon as possible.
Include your order number in the message.
We will check the order status and let you know what can be done.
Where do I submit a support request?
Use the support portal:
All return requests, refund requests, order questions, and product questions must be submitted through the support system.