Dermology operates as a professional aesthetic skin and laser practice offering both clinical services and retail products (in-store and online). Due to the specialized, hygienic, and medical-adjacent nature of our offerings, refunds and returns are governed by strict conditions in line with the Consumer Protection Act, 68 of 2008 (CPA).

This policy applies to all services, retail products, treatment packages, gift vouchers, memberships, and online orders.

1. GENERAL POLICY PRINCIPLES

  • All refunds and returns are assessed in accordance with the CPA

  • Proof of purchase is required for all refund, return, or exchange requests

  • Refunds are not provided for change of mind

  • All approved refunds are processed with cash or EFT at month end

  • Dermology reserves the right to inspect and assess all products prior to approval

  • Management’s decision is final

2. SERVICES & TREATMENTS

2.1 Services Rendered

All treatments performed at Dermology are considered services rendered at the time of delivery, as contemplated under the CPA.

  • Once a treatment has been performed, no refunds, reversals, or credits will be issued

  • Treatment outcomes are not guaranteed, as individual skin response varies

  • Dissatisfaction with results does not constitute grounds for a refund

2.2 Prepaid Treatments & Packages

  • Treatment packages are non-refundable and non-transferable

  • Unused sessions may, at management’s discretion, be converted to an in-practice credit

  • Credits:

    • Are not redeemable for cash

    • May only be used by the original purchaser

2.3 Deposits, Cancellations & No-Shows

  • Appointments cancelled with less than 24 hours’ notice may result in:

    • being charged a cancellation fee

  • Deposits are non-refundable

  • One reschedule may be permitted with sufficient notice

3. RETAIL PRODUCTS (IN-STORE & ONLINE)

3.1 Hygiene-Sensitive Goods

In accordance with Section 20 of the CPA, skincare and cosmetic products are classified as hygiene-sensitive goods.

The following items are strictly non-returnable and non-refundable:

  • Opened products

  • Used products

  • Products with broken seals

  • Products not in original packaging

  • Promotional or discounted items

3.2 Change of Mind

  • No refunds or returns are offered for change of mind

  • This applies to both in-store and online purchases

4. FAULTY OR DEFECTIVE PRODUCTS

In terms of Section 56 of the CPA, Dermology will honor valid claims for manufacturing defects.

Conditions:

  • Claims must be submitted within 21 days of purchase

  • The product must be:

    • Unused or minimally used

    • Stored according to manufacturer instructions

    • Accompanied by proof of purchase

Exclusions:

Refunds or replacements will not be granted where damage results from:

  • Incorrect usage

  • Failure to follow instructions

  • Improper storage (including heat or sun exposure)

  • Normal wear and tear

Resolution Options:

Upon verification of a defect, Dermology may offer:

  • A replacement product, or

  • An in-practice credit, or

  • A refund
    (The remedy offered will be determined by management in accordance with the CPA.)

5. ONLINE ORDERS & COURIER RETURNS

5.1 Incorrect or Damaged Deliveries

Clients must notify Dermology within 48 hours of delivery if:

  • An incorrect item was supplied

  • The product arrived damaged

Supporting photographs of:

  • The product

  • Packaging

  • Courier label
    are required.

Failure to report within this timeframe may invalidate the claim.

5.2 Return Shipping

  • Return courier costs are the client’s responsibility, unless Dermology supplied an incorrect or defective product

  • Dermology is not liable for lost or damaged return parcels

6. EXCHANGES

  • Exchanges are considered only for:

    • Unopened

    • Unused

    • Sealed products

  • Requests must be made within 7 days of purchase

  • Price differences may apply

  • Exchanges are subject to stock availability

7. GIFT VOUCHERS, GIFTS & PROMOTIONS

7.1 Gift Vouchers

  • Gift vouchers are non-refundable

  • Paid value is valid for 36 months from date of issue

  • Expiry dates are strictly enforced

  • Lost, stolen, or expired vouchers will not be replaced

7.2 Gifted Products

  • Gifted items are subject to the same hygiene and return rules

  • Proof of purchase is required

  • No cash refunds will be issued for gifted items

7.3 Promotional Items

  • Complimentary or promotional items are not eligible for return, refund, or replacement

8. ALLERGIC REACTIONS & SKIN RESPONSES

  • Individual skin reactions do not constitute product defects

  • Dermology is not liable where:

    • Ingredients were disclosed

    • Proper consultation was conducted

    • Aftercare instructions were provided

Clients are responsible for disclosing:

  • Allergies

  • Sensitivities

  • Medical conditions

9. REFUND PROCESSING

  • Approved refunds will be processed at the end of the calendar month

  • Refunds are issued with cash or EFT at the end of the calendar month 

10. FRAUD, ABUSE & DISPUTES

Dermology reserves the right to refuse refunds, returns, or exchanges where:

  • Policy abuse is identified

  • False or misleading claims are made

  • Fraudulent behavior is suspected

All disputes will be handled by management and resolved in accordance with South African law.

11. CPA COMPLIANCE STATEMENT

This policy is aligned with the Consumer Protection Act, 68 of 2008, and does not limit any rights afforded to consumers under South African law.

By proceeding with a treatment or purchase, clients acknowledge that they have read, understood, and accepted this policy.

12. POLICY AMENDMENTS

Dermology reserves the right to:

  • Amend this policy at any time

  • Refuse service where necessary to protect staff, clients, or the business

The most current version of this policy will always apply.