8. Defective Goods, Adverse Reactions and Returns or Refund Policy

8.1. Subject to s56 of the Consumer Protection Act No. 68 of 2008, (“the CPA”), if You have received a product from Us and found that the container (either plastic or glass), is defective or leaking, or if the pump or nozzle mechanism is defective, please contact our Customer Care Line at 086 024 6628 within ten (10) days of purchase and we will gladly collect the product at Our own expense and provide You with a refund, replacement or store credit.

8.2. Some products (such as many anti-ageing creams) sold on the Website contain active ingredients. Many of these products can cause a transient, mild irritation of the skin upon initial use thereof. We thus recommend using these products not more than three times per week initially and then gradually increasing to daily use. If You have developed a more severe reaction to any of these products supplied by Us, please contact us on our Customer Care Line at 0860 2411 490. An experienced staff member, or Dr. Webster himself, will endeavour to resolve any adverse reactions. Refunds on creams causing an adverse reaction will be judged on an individual basis.

8.3. Upon your order having left our premises (ie. has been shipped) if You no longer want the product(s) You have ordered, you may return it to our physical address within 5 days at Your own expense. If the product is unopened and the original packaging is still intact, We will provide You with a Dermastore credit. We do not provide monetary refunds in these circumstances.

8.4. Subject to Section 56 of the CPA, the above clauses in paragraph 8 are subject to the following reasonable guidelines:

8.4.1. Products must have been purchased directly from Us. We cannot accept returns of products purchased from other retail outlets. Please return those to the store where purchased.
8.4.2. Products must be returned within 30 days of order date.
8.4.3. Please include a copy of your receipt (or a note with your order #, name, email address and phone number) and your reason for returning the product(s).
8.4.4. We cannot accept returns or issue refunds on used products.
8.4.5. Original shipping and handling charges are non-refundable (if applicable).
8.4.6. Products specified as non-returnable or not for resale cannot be returned.

8.5. Please send any products for return or exchange to:

Attention: Returns / Renzana Swart
Dermastore®
21 Elektron Rd
Techno Park
Stellenbosch
Western Cape
7600

Did this answer your question?