You have statutory rights of refund for all items purchased through this website.

If a product is out of stock after you order it from this website, Derma - Hong Kong & Macau Store will cancel the out-of-stock product in your order and issue a refund. The rest of the items in your order will be shipped as normal.

If you order products on this website, you can return or exchange the products within 7 days from the date of receipt if you find any of the following situations after receiving the products:

1. The product is found to be damaged upon receipt;
2. Products that are different from or out of stock from those ordered by the customer on the website;
3. The product is found to be expired upon receipt;

In the event of the above circumstances, we will refund the corresponding payment and bear the shipping costs incurred for return or exchange.

If you order products on this website and feel uncomfortable after use, you can apply for return or exchange at any time, but the following conditions must be met:

1. Provide a diagnosis report issued by the dermatology department of a second-level hospital or above
2. The diagnosis report shall be issued within three months after the customer signs for the goods;
3. The diagnosis report clearly states that the discomfort is caused by cosmetics;

In the event of the above circumstances, we will refund the corresponding payment and bear the shipping costs incurred for return or exchange.

Return and exchange instructions:

1. Contact Us

   You can arrange a return or exchange for your order online through your account within 7 days of receiving your order. You will need to ask us for a returns number.
   
   
2. Returns by Post Once you have received your returns number, you have 7 business days to ship your item back to us. All returned products must be unopened and in their original condition. We do not accept returns of opened products. If the customer wants to return the product for personal reasons, he/she needs to pay the postage and pack the product and send it back to us. Please ensure your items are securely packaged and contain all requested information. Please retain your receipt as proof of shipment. We are happy to answer any questions you may have about shipping your items to us.
   
   If you return an item because you received the wrong item or the item has quality issues, we will refund all shipping costs.
   
   
3. We'll take care of it for you
   
   Once we have processed your return you will receive a confirmation email from us. Generally, returns and exchanges will be sent out within 10 working days after receiving the goods. (Please note: all returns and refunds exclude limited edition products, gift packaging and engraved products.) If a refund is requested, all successful refunds will be credited to the credit card or bank account you used to pay. Refunds may take 3-5 business days to appear in your account.

Note:

• We only accept returns or exchanges for products sold through this website. For any products purchased from channels other than this website, please contact the original place of purchase to negotiate a return or exchange.
• If the product is a gift or shopping gift; or if it has been opened or used, or if it has not been kept in good packaging for reasons other than logistics, or has been damaged, destroyed or incomplete, it cannot be replaced.
• Each item can only be returned or exchanged once.
• No refunds without reason will be accepted.
• If you need to request a return of goods, you can submit your request via EMAIL between 9:00 am and 6:00 pm, Monday to Friday.
• If you order products on this website, they will be returned due to unknown delivery address, PO box, hotel address, no one to receive the package after multiple deliveries, the recipient refuses to pay taxes/refuses to provide ID card or the recipient refuses to accept the package. When the courier returns the package, we will deduct the original shipping fee, a handling fee of 10% of the total product amount and 15% of the total product amount from the refund (if the returned order is sent to an address in Hong Kong, we will deduct HK$80 from the refund; if the returned order is sent to an address in Macau, HK$30 will be deducted from the refund), and the remainder will be returned according to the refund process. We can re-ship the returned package for you, but you need to pay the re-shipping fee. Please refer to "Shipping Service" for the postage.
• Derma - Hong Kong & Macau Store is not responsible for any damage to the products after delivery.
• If you find that the item is out of stock after receiving it, you must contact customer service immediately on the day of receipt.
• Toiletries are personal hygiene products. We do not accept returns or exchanges after they are sold due to hygiene concerns, unless the product is defective.
• In case of any disputes, Derma - Hong Kong & Macau Store’s decision shall be final.