Policies

 

Exchange Policy

  1. For exchange, please contact our Customer Service by phone at +012 677 7617 or email dermalene.malaysia@gmail.com with your order number and information on the affected item within 3 days of receiving the goods.
  2. Exchange of Products/Services can be arranged under the following reasons:
    • If the products delivered are in damaged or defective condition; or
    • If the products are near expiry or have expired; or
    • If the products are different from the order delivered. Products for exchange shall be returned in its original condition, quantity and packaging as it first delivered to customer together with proof of purchase.
  3. Exchange of products can only be for the following:
    • Products have to be exchange with the same product.
    • Products have to be of the same brand.
    • Products have to be of the same quantity & volume size.
  4. Exchange of Services can only be for the following:
    • Services can be exchanged but additional surcharge may apply.
    • Services have to be related with the skin condition.

Return Policy

  1. This Return Policy is only applicable for Dermalene Online Store and Postage only.
  2. Should there be any discrepancy of products delivered and customers wish for return, customers need to notify our Customer Service by phone +012 677 7617 or email dermalene.malaysia@gmail.com to report on the products upon 3 days of receiving the goods.
  3. Please allow up to 7 working days for your inquiry to be processed.
  4. Return of products can be arranged under the following reasons:
    • If the products delivered are in damaged or defective condition; or
    • If the products are near expiry or have expired; or
    • If the products are different from the order delivered. Products for return shall be returned in its original condition, quantity and packaging as it first delivered to customer together with proof of purchase.
  5. In circumstances of damaged, expired or different product upon customers collection and there is no replacement of the product, customers can return to store another day to collect the product.
    • For return at stores, customers are encouraged to perform return of the item and get a replacement of the same product from the preferred stores within 7 days from the email confirmation date by our Customer Service.
  6. Customers shall be responsible for the risks and condition of the product to be returned until it reaches Dermalene stores. Dermalene will not be liable for any loss or damage to the product prior to the product received by us. Customers are advised to pack the product safely to prevent any loss or damage to the product or its box or its original packaging.

 

Refund Policy

The company practices no refund, exchange only policy. Exchanges are accepted for any extenuating circumstances within 30 days of transaction date in exchange for Dermalene Credits only. The credit is not convertible to cash. Extenuating circumstances are to be justified and proven to Dermalene management.

For exchanges, kindly indicate your concerns. If the item requested is not available in stock, we will have to give you store credit instead. If you’d like to exchange to a different item altogether, we will first refund you in store credit and you may place a new order for the item.

We do reserve the right not to allow the return of products or refund of any transactions although the condition above is met.

 

Shipping Policy

The following shipping methods are available:

  • Next Day Delivery - Local (Post Laju with Tracking No - 1 to 2 business days)
  • Overseas Delivery - All other country (Post Laju International  with Tracking No - 2 to 3 weeks)

Business days do not include weekends and there is no weekend delivery for any shipping method. Some items cannot be shipped using Second Day or Next Day due to size, weight, hazardous materials and delivery address.

 

Payment Policies

We accept manual payments, internet banking, or with a valid credit and debit card. Prices and shipping rates may be subject to change without prior notice however these changes will not be reflected for CONFIRMED (paid) orders. For any issues regarding your payments, please feel free to reach our customer care at +60126777617 or email us at dermalene.malaysia@gmail.com.

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