returns and exchanges

if for some reason you are not satisfied with your order, you can return or exchange products within 30 days of invoice. the returning product must be 80% full in order to receive a refund or exchange. a credit will be issued back to the original purchasing credit card.

to return or exchange an item(s), please call customer service at +27 11 325 5849 monday through friday from 8:30am to 5:00pm to receive a return authorisation number that must be marked on the outside of your return package. any returns sent to us without a return authorisation number clearly marked on the outside of the shipment box will be refused and returned at your cost. all returns are subject to Dermaquest’s final approval to ensure the return meets the above given guidelines. Dermaquest is not responsible for return shipping costs unless the recipient received an incorrect order from the company.

products purchased after 30 days are not eligible for return or exchange.

only product(s) purchased on can be returned on products purchased from other skincare professional’s office or elsewhere must be returned to their original point of purchase.

if you have any questions about how to return or exchange a product, please feel free to contact one of our customer service specialists monday through friday 8:30am to 5:00pm at +27 11 325 5849 for assistance.

order cancellation

you must contact us within the first hour of submitting your order to cancel.

damaged/ defective products

any product damaged or found defective must be reported to within 2 weeks from the invoice date to be eligible for a product exchange. (pictures of the damaged/ defective products must be submitted at the time of the complaint. credit or replacement will only be issued after the reportedly damaged/defective products have been returned to Dermaquest south africa)

lost shipments is not responsible for mail theft. it is up to the customer to ensure the ship to address is safe. all claims for loss insured packages can be submitted directly at your local post office.