Refund and Returns Policy
At Eliodoro Derma, we strive to ensure that you are completely satisfied with your purchase. However, we understand that there may be instances where you need to exchange or return a product. Please read the following policy carefully to understand your options:
1. Eligibility for Exchange and Refund:
a. Damaged or Defective Products:
If you receive a damaged or defective product, please contact our Customer Service within 48 hours of receiving your order. In accordance with Egyptian Consumer Protection Law, we will provide a free replacement or full refund, including shipping costs, based on your preference.
b. Incorrect Product Received:
If the product you receive is not what you ordered, notify us within 7 days. We will arrange to send the correct item and collect the incorrect one at no cost to you.
c. Change of Mind (Satisfaction Guarantee):
You may return or exchange any product within 14 days of receipt, even if it’s not defective. Products must be unused, unopened, and in their original packaging.
Note: For hygiene reasons, opened skincare or cosmetic products cannot be returned unless they are defective.
2. Exchange Procedure:
a. To request an exchange, please contact our Customer Service team via email at [info@eliodoroderma.com] or by phone. Please provide your order number, details of the product you wish to exchange, and the reason for the exchange.
b. Once your exchange request is approved, we will provide you with instructions on how to return the product to us. Please ensure that the product is securely packaged to prevent any damage during transit.
c. Upon receiving the returned product, we will dispatch the replacement item to you as soon as possible.
3. Refund Procedure:
a. To request a refund, please contact our Customer Service team via email at [info@eliodoroderma.com] or by phone. Please provide your order number, details of the product you wish to return, and the reason for the refund.
b. Once your refund request is approved, we will provide you with instructions on how to return the product to us. Please ensure that the product is securely packaged to prevent any damage during transit.
c. Refunds will be issued to the original payment method used for the purchase within 7-10 business days of receiving the returned product. Please note that shipping charges are non-refundable.
Shipping charges are refundable only if the item was defective or incorrect.
4. Exceptions:
a. We do not accept returns or exchanges for products that have been opened or used, unless they are damaged or defective.
b. Gift cards, promotional items, and final sale items are non-refundable and cannot be exchanged.
5. Contact Us:
If you have any questions or concerns about our exchange and refund policy, please don’t hesitate to contact our Customer Service team. You can reach us via email at [info@eliodoroderma.com].