Returns & Refund Policy

Last updated 3 November 2026

Damaged, faulty or wrong item

Tell us within 7 days of delivery. Replacement or full refund, at our cost.

Changed your mind

Unopened sets with the seal intact, within 7 days of delivery. Return postage is paid by you.

Opened or used products

Cannot be returned, unless they were faulty on arrival.

Refund timing

To your original payment method within 14 working days of approval.

1. Damaged, faulty or wrong items

If your order arrives damaged, leaking, faulty or is not what you ordered, email us within 7 days of delivery with:

• your order number
• photos of the product, the box and the parcel, including the shipping label
• a short description of the problem

Once we have checked the details, you can choose a replacement or a full refund, including any delivery fee you paid. If we need the item back, we will arrange and pay for the return. Recording a short video while opening your parcel helps us resolve claims faster.

2. Change of mind

You may return a set you no longer want if all of these apply:

• you contact us within 7 days of delivery, before sending anything back
• the products are unopened and unused, with the seal intact
• the full set is returned in its original box, as the products are sold as one set

We will reply with the return address. Return postage is paid by you, and we recommend a tracked service, as we cannot refund parcels that do not reach us. Once the set arrives and passes inspection, we refund the price you paid for it. The original delivery fee is not refunded.

3. What cannot be returned

• products that have been opened or used, or whose seal is broken, unless they were faulty on arrival
• items sent back without contacting us first
• requests made more than 7 days after delivery

If a product irritates your skin, stop using it and let us know. Opened products cannot be refunded for this reason, but we want to hear about it and can help with any questions about the ingredients.

4. Cancelling an order

You can cancel an order for a full refund any time before it ships. Email us with your order number as soon as possible. Once an order has shipped, it can no longer be cancelled, and the change of mind process above applies.

5. How refunds are paid

Approved refunds are sent to the original payment method through our payment provider, CHIP, within 14 working days. The time it takes to appear in your account depends on your bank or card issuer. We will confirm by email once the refund has been made. We refund the amount you actually paid, including any discount applied at checkout.

6. Your statutory rights

This policy does not affect your rights under the Consumer Protection Act 1999 or other Malaysian consumer laws.

7. Contact

For returns, refunds and cancellations, contact info@dermexis.com with your order number. We aim to reply within 2 working days.