Return & Refund Policy
1. 90-Day Money-Back Guarantee
At DermRays we put customers first, always working to raise your satisfaction and overall experience. We stand fully behind our products, so we're glad to offer a 90-day return and exchange service from the date of purchase.
Conditions to Meet: Our hair removal and skincare devices are made for long-term results, which build up with steady use over time. To give the product a fair chance to show clear improvements, we suggest following the usage guidelines for at least 60 days — based on user feedback and testing, meaningful changes usually appear after that point. If the product is used for less than 60 days, the return request will be considered invalid.
Note: Every return and exchange needs prior authorization from our customer service team. Items sent back must arrive in pristine condition, in their original packaging, with all accessories included.
Determination of Withdrawal Date: The withdrawal date is set by when you declare your intention to withdraw, not by when we reply to your request.
2. 100% Full Refund
If your order arrives damaged, defective, or not matching what you ordered, contact us at dermrayshairremoval@gmail.com within 14 days of receiving it. You won't have to cover the return shipping cost.
Please note that original shipping fees are non-refundable.
For returns made for personal reasons (not tied to product quality or fulfillment errors), a 10% restocking fee will be taken from your refund.
3. Return & Refund Process
- Contact dermrayshairremoval@gmail.com: Share your email address, order number, name, and whether the package is opened or sealed, along with the reason for the return. Our team will handle your request and reply within 48 hours.
- Send Back the Package: Return the product undamaged in its original packaging, with all accessories, to the address we give you.
- Receive a Refund: Once we receive the undamaged return, we'll start the refund and send you a confirmation email. Funds return to your payment account within 10-15 business days. If it hasn't arrived by then, check with your bank or financial provider.
Note: We aren't responsible for packages lost during the return trip and can't issue refunds in those cases.
4. 7-Day Price Guarantee
If the price drops within 7 days of your purchase, reach us at dermrayshairremoval@gmail.com for a refund of the difference.
5. Get Help from Support Before a Chargeback
At DermRays we're committed to making sure you're happy with your purchase. If anything goes wrong with your order, please contact us at dermrayshairremoval@gmail.com before filing a chargeback — we're glad to help you quickly.
Please get in touch if you run into any of the following:
- Product Not Received: if the items you bought never arrived.
- Product Unacceptable: if what you received is defective, damaged, or not as described.
- Credit Not Processed: if you returned the product or want to cancel the order.
- Other: for any other issue or concern.
Template:
| Order Number | #DR[XXXX] |
| Product Name/Model | product name/model |
| Ordered on | order date |
| Received on | received date |
| Issue | describe the issue |
| Attachment | If needed, attach a video or images to explain the issue further. |
We're here to help and sort out any problem as fast as we can.
6. Unacceptable Return Conditions
- Missing or damaged original product, accessories, manuals, cables, or other items first included with the product.
- Physically damaged products or damage from clear misuse.
- Products with stains (scratches, food, oil stains, and so on).
- Orders placed more than 90 days ago.
7. 2-Year Warranty
DermRays includes a 2-year warranty from the date of purchase to keep your experience smooth. If you find defects that make the device unusable (for example, it won't power on) within that time, contact us at dermrayshairremoval@gmail.com.
Note: Changes in appearance from normal wear and tear, or damage from accidents, misuse, or neglect, aren't covered. Any attempt to open or take apart the device (or its accessories) voids the warranty. Damage from personal misuse (including breakage) isn't eligible for warranty service.