Return and Exchange Policy

We accept returns and exchanges for unused, sealed, and undamaged products within 14 days of the purchase date.

Shipping Fees
Returns:
• Cairo & Giza: 65 EGP
• Alexandria: 75 EGP
• Other cities: 85 EGP

Exchanges:
• Cairo & Giza: 130 EGP
• Alexandria: 150 EGP
• Other cities: 170 EGP

Refunds are processed within 7–21 business days.

How to Initiate a Return, Exchange, Refund, or Cancellation
Email: customer.care@DermacyLabs.com with the following details:

  1. Order number
  2. Name
  3. Phone number
  4. Details of your return/exchange request
  5. Clear photos of the invoice and the products received

Note: You are responsible for shipping and handling charges unless you received damaged merchandise, in which case Dermacy Laboratories will cover the cost.

Refund Process

  • Returns: Refunded to the same payment method used at the time of purchase.
  • COD Orders: Picked up and processed within 5–7 days. Refund will be sent via Wallet or Instapay (shipping fees deducted).
  • Online Payments: Refunded to the same account once the return is received and processed at our warehouse (shipping fees deducted).
  • Exchanges: Processed once the returned item is received and verified. Two couriers will handle the exchange: one delivers the new item, and the other picks up the returned item.

Promotions & Discounts: If an item from a promotional order, discounted order, or free shipping order is returned, only the amount paid (excluding shipping fees) will be refunded.