What is the cost of shipping?
For all orders above Rs. 500, shipping is done free of cost. A shipping charge of Rs. 100 is applicable to all orders under Rs. 500. For all orders above Rs. 850 shipping charges are free with a 10% discount on the total cost.
How long will it take for the order to reach me?
Please refer to the order details page for estimated shipping and delivery timelines for your orders. From the time of shipping, it takes 5-7 days for orders to reach you.
If you have placed an order with multiple items, please note that your items may arrive in multiple shipments. The estimated delivery times are indicative, and, on some occasions, there might be some unavoidable delays beyond our control. We will keep you informed in case of any delays.
What can I do if my order dispatch is delayed?
We will try our best to get your products to you within the estimated delivery times. If the package has not reached you by the expected delivery date, please write to us at https://edermapharma.com/contacts/and we will try our best to resolve your issues.
My order has been shipped. Can I track it?
Once your order has been dispatched, you will receive an email with the details of the tracking number and the courier company that is processing your order.
Also, you can go to My Accounts → Orders and track order status from the details page.
You can track the status of your package 24 hours after your order is dispatched from our warehouse.
Returns, Refunds, Cancellations
Step 1 – Raise a return/replacement request within 7 days from the date of delivery, if you’ve received the wrong or expired product(s).
Please raise a request here with order and contact details.
You can also raise a request with us using the Chat option.
In case of damaged/ missing product(s), raise a return/ replacement request within 2 days from the date of delivery.
Step 2 – Give us 2 working days to review your return request.
Step 3 – After reviewing your return request, we will send our courier partner to pick up the products delivered to you.
Step 4 – In case our reverse pick-up service is not available at your location, you will need to self-ship the product via any reliable courier partner. We will reimburse the courier charges, either in your PayTM Wallet or Dermapay Wallet.
Step 5 – After your product(s) is received, we will verify it against the claim and initiate the replacement or refund accordingly. Please note that replacement will depend upon the stock availability.
Under what conditions can I return/ replace my product?
- Wrong product delivered
- Expired product delivered
- Damaged product delivered – Physical damage/tampered product or packaging
- Incomplete order
- Missing products
Under what conditions return/ replacement requests will not be accepted?
- Opened/used/altered products.
- Original packaging (mono cartons, labels, etc.) missing.
- The return/replacement request is generated after 7 days from the date of delivery.
- The damaged/ missing product is reported after 2 days from the date of delivery.
How are returns processed?
Once you request to return a product, a pick-up is organized for the item. Our courier partners will come to pick up the item within 5-7 business days after your return request has been received. This item is then brought back to our warehouse where it is checked by our quality control team. Once the product passes the quality control, a refund is initiated.
Can I cancel my order?
Please call us on +91 9034635000 (Mon – Fri – 9 am to 6 pm), and we will help you in canceling the order.
**E-derma Pharma India reserves the right to cancel any order without pre-confirming the customer at any time and may verify any order before shipping the same to the customer that may include having a verbal or written confirmation from the customer.
How will I receive the refund for my canceled or returned product?
In case of prepaid orders, the money will be returned to the bank account/credit/debit card or where the payment was made within 7 business working days. For Cash on Delivery orders, customers will be required to provide bank details where they would like to receive the refund.
How long does it take to receive a refund for a canceled order or returned product?
We will process your refund within 7 business days in case of cancellation of an order. In case of returns; we will refund the money after the product has been received by our warehouse and post completion of quality check. Please note, this entire process takes 2 weeks after the return has been picked up.
Can I return part of my order?
Yes. You can return any products that are eligible for returns within 7 days of delivery.