Refund policy

Return & 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: Will be 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, bundle, or free shipping order is returned, only the amount paid (excluding shipping fees) will be refunded. For orders containing promotional pricing or bundled discounts, the refund is calculated based on the total amount paid for the order and allocated across all items in the order, rather than based on the original individual product prices or by treating any item as entirely free.

Email: customer.care@DermacyLabs.com

Facebook: @DermacyLabs

Instagram: @DermacyLabs