Refund and Returns Policy

Effective Date: August 29, 2026

Website:(https://dermaverse.pk)

Brand Name: Dermaverse

At Dermaverse, we take immense pride in the quality and authenticity of our cosmetics, skincare, and personal care products. We strive to ensure every customer is satisfied with their purchase. Please read our Return and Refund Policy carefully to understand your rights and the guidelines for returning or exchanging items purchased on our website.

1. Eligibility for Returns & Exchanges

Due to international hygiene and health safety standards governing skincare and personal care products, opened, unsealed, or used items cannot be returned, exchanged, or refunded.

You are eligible for a return or replacement only under the following specific conditions:

• Damaged in Transit: The product arrived with broken packaging, a cracked bottle, or severe leakage.
• Defective Product: The product pump or dispenser is non-functional upon initial inspection.
• Incorrect Item Received: You received a product or shade different from what was stated in your order confirmation.
• Expired Product: The product delivered has reached or passed its expiration date.

2. Reporting Window & Proof Requirements

• Timeframe: Any claims regarding damaged, missing, expired, or incorrect items must be reported to our customer support team within 48 hours of delivery.
• Proof Required: To process your claim, you must provide:
  1. Your Order Number and registered phone number.
  2. Clear photos and an unboxing video showing the damaged/incorrect product and the outer shipping parcel with the courier shipping label visible.

Claims submitted after 48 hours of delivery or without visual proof will not be accepted.

3. Non-Returnable Items

We cannot process returns, exchanges, or refunds for:

• Products that have been unsealed, opened, or used.
• Products returned without original packaging, caps, safety seals, or outer boxes.
• Items purchased during clearance sales, flash promotions, or marked as “Final Sale” (unless damaged/defective upon arrival).
• Adverse skin reactions or personal preferences regarding scent, texture, or color (we strongly encourage customers to review full ingredient lists and perform patch tests prior to full application).

4. Return Process (Step-by-Step)

1. Contact Support: Reach out to us via WhatsApp at +92 318 1631010 or email cs@dermaverse.pk within 48 hours of receiving your parcel.
2. Verification: Our team will review your photos/video proof within 24–48 hours.
3. Approval & Pickup/Shipment:
   • If approved, our team will arrange a reverse pickup via our logistics partner, or provide you with our designated warehouse return address.
   • Items sent back to us without prior authorization will be rejected.

5. Refund & Replacement Timelines

• Product Inspection: Once your returned item is received at our warehouse, it will undergo a quality inspection within 2 business days.
• Replacements: If approved, a replacement product will be dispatched immediately at no additional shipping charge (delivery takes 3–5 business days).
• Refund Options & Timelines: If a replacement is unavailable, a refund will be issued via your original payment method or store credit:
  • Cash on Delivery (COD) Orders: Refunds are issued via JazzCash, EasyPaisa, or Direct Bank Transfer within 7 to 10 working days after inspection.
  • Paid via Card/Online: Refund credited back to your bank account/card within 7 to 14 working days (processing times may vary depending on your issuing bank).

6. Shipping Costs for Returns

• Defective/Wrong Items: If the return is due to our error (damaged item, wrong product, expired stock), Dermaverse will bear all return shipping fees.
• Change of Mind: We do not offer returns or refunds for change of mind once an order has been dispatched.

7. Contact Us for Returns

For any return-related questions or assistance, please reach out to us:

Support Hours: Monday – Saturday, 10:00 AM to 7:00 PM PKT

WhatsApp / Mobile: +92 318 1631010

Email: cs@dermaverse.pk