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Refund and Return Policy

Effective Date: 14th December 2024

At Ẽwàderm Company ("we," "us," "our"), your satisfaction is our priority. This Refund and Return Policy ("Policy") outlines the terms and conditions governing refunds, returns, and exchanges for products purchased through our website (https://www.ewaderm.com). By purchasing from us, you agree to comply with the terms below.

Refund Policy

Eligibility for Refunds

Products are eligible for a refund (in store credit or monetary refund in specific cases) or exchange under the following conditions:

  • Defective, Damaged, or Incorrect Items: Products that are defective, damaged, or incorrect upon delivery, provided that the issue is attributable to our actions or oversight.
  • Return Window: Refund requests must be made within 30 days of delivery.
  • Product Condition:
    • The product must be unused, undamaged, and returned in its original condition and packaging.
    • Proof of purchase (e.g., receipt, order confirmation) must accompany the return.
    • Returned items must include a Return Merchandise Authorization (RMA) issued by our support team.

Monetary Refunds

  • First-time customers are eligible for monetary refunds for defective or damaged items to build trust.
  • Customers can prove their first-time status by providing their account creation date or order history, which shows no prior purchases.
  • If the customer requests it and the issue is verified as our fault, a monetary refund may also be issued for defective items.

Exclusions:

Refunds and returns are not available for:

  • Discounted or on-sale items, unless they arrive defective or damaged.
  • Sample products unless they arrive defective or damaged.
  • Products damaged due to misuse or improper handling by the buyer.

Refund Process

Refunds will be processed as follows:

  • Store Credit: Refunds for eligible returns will be issued as store credit unless otherwise specified.
  • Monetary Refunds: First-time customers or verified defective item cases may receive monetary refunds.
  • Processing Time: Refunds are processed within 7 business days of receiving the returned item.
  • Notifications: Customers will receive email notifications once their refund or store credit is available for use.

Partial Refunds

Partial refunds (in store credit only) may be granted for:

  • Items returned between 31 and 45 days after delivery.
  • Items returned after 45 days are not eligible for refunds.

Return Policy

Authorization and Instructions

To initiate a return:

  1. Contact Us: Email [email protected] with your order details and reason for returning the item. If applicable, include photos or videos as supporting evidence.
  2. Obtain an RMA: Once approved, you will receive a Return Merchandise Authorization (RMA) number and further instructions.
  3. Package the Item: Securely package the item, including the proof of purchase and the RMA number clearly labelled on the package.
  4. Postmark the Return: Ensure the return package is postmarked within 30 days of delivery.

Conditions for Returns

  • Eligibility:
    • Products must remain in their original condition, unused, and sealed in the original packaging.
    • Opened, damaged, or used items are not eligible for return.
  • Ineligible Returns:
    • Discounted or on-sale items, unless they arrive defective or damaged.
    • Sample products unless they arrive defective or damaged.
    • Products damaged due to misuse or improper handling by the buyer.

Shipping Costs and Restocking Fees

  • Customers are responsible for return shipping costs unless the return is due to defective, damaged, or incorrect items.
  • A 10% restocking fee applies to items whose packaging has been opened, torn, soiled, or stained. Conditions qualifying as "soiled" or "torn" include visible stains, tears in the packaging, or damage that renders the product unsellable as new.
  • Restocking fees are waived for first-time customers and do not apply to sealed, unused, or undamaged products.

Exchange Policy

We will replace items only if they are defective, damaged, or incorrectly delivered.

Requirements for an Exchange

  • Exchange Window: Requests must be made within 72 hours of delivery.
  • Evidence: Submit photos or videos as evidence, along with the reason for the exchange.
  • Eligible Products:
    • Products in their original condition.
    • Products that are unused and sealed.
    • Products not damaged due to buyer misuse or improper handling.

Ineligible Products

  • Opened, used, or old products.
  • Products damaged due to buyer misuse or improper handling.

Process for Exchanges

  1. Contact Us: Email [email protected] to request an exchange.
  2. Provide Evidence: Submit clear photos or videos of the defect or issue for validation.
  3. Follow Instructions: Follow the instructions provided by our support team to return the original item.

Shipping Costs for Exchanges

  • Customers are responsible for return shipping costs unless the exchange is due to a defect, damage, or error on our part.
  • Exchanges may be subject to a restocking fee where applicable.

What Customers Can Receive in Exchange

  • Incorrect Delivery: Customers will receive the correct order in exchange.
  • Defective Product: Customers will receive a new product in exchange.

Cancellations

  • Free Cancellation Window: Orders can be cancelled within 24 hours of placement without penalty.
  • Cancellation Fee: A 20% cancellation fee applies to cancellations made after the 24-hour window to cover restocking and refund processing fees.
  • Cancellation fees are waived for first-time customers.
  • Orders cannot be cancelled once processed or shipped.

Clear Communication

  • Customers will be informed of the cancellation policy prior to placing an order, ensuring full transparency.

General Terms

  • All returns, refunds, and exchanges are subject to our inspection and approval.
  • Ẽwàderm reserves the right to deny any request that does not meet the conditions outlined in this Policy.

Invalid Reasons for Refunds or Returns

Refunds or returns cannot be granted for the following reasons:

  • Change of Mind: Buyer decides they no longer want the item(s).
  • Price Comparison: Buyer finds the item(s) cheaper elsewhere after purchase.

By placing an order, buyers enter into a legally binding contract to purchase the item(s).

Late or Missing Monetary Refunds

If you have not received your refund after the stated timeline:

  • Check your bank account or credit card statement.
  • Contact your payment provider regarding potential delays.
  • If unresolved, email us at [email protected].

Limitation of Liability

Ẹwàderm’s liability is strictly limited to the value of the purchased product. Under no circumstances will we be responsible for:

  • Losses incurred due to delays in refund processing.
  • Consequential damages arising from product misuse.

Contact Us

For any questions or concerns regarding this Policy, please contact us:

Email: [email protected]

Thank you for choosing Ẽwàderm Company. We are committed to providing you with the best possible shopping experience while ensuring fairness and transparency.