returns policy



  1. OVERVIEW:

      1. This Returns Policy regulates the conditions and circumstances in which goods will be accepted for return and refund
    1. It also explains the process you need to follow in order to properly cancel a purchase, report a defect and/or arrange for a return
    2. You are not entitled to any refund, repair or replacement save to the extent that it is expressly provided for under this Refund Policy
  2. YOUR RIGHT TO RETURN NON DEFECTIVE PRODUCTS:

    1. If you are unsatisfied with your purchase after receiving the Product, you may return it to Dermalogica within 14 (fourteen) days of delivery, without reason and without penalty, in order to obtain a full purchase price refund, in accordance with the return procedure set out in clause 4 below
    2. Non Defective Products that are returned will need to be in its original, intact and undamaged packaging without the seal broken in any way
    3. All complimentary products, gifts, and sample sachets are exempt from point one (1) in this clause. Should you wish to exchange, return or replace a free product, gift or sample sachet(s), we are happy to facilitate your request at R200 handling fee which can be requested by contacting our Customer Services department. 
  3. RIGHT TO RETURN DEFECTIVE PRODUCTS:

      1. Subject to the provisions of clause 2 above, goods may be returned only when defective, damaged, causes a sensitive or allergic reaction or if the goods supplied are not the same as originally ordered. All such goods will generally be referred to as “defective”
      2. Such defective goods may be returned to Dermalogica within 6 (six) months of delivery, without penalty, in accordance with the return procedure set out in clause 5 below
      3. In order for a Product to be deemed defective you will need to state the proper reason for the return, and include an explanation of the alleged defect, together with pictures as proof
      4. You must report any defect in the product as soon as it is discovered
      5. In cases where the return is as a result of the incorrect product being delivered on the part of Dermalogica, this must be reported within 24 (twenty four) hours after delivery
      6. In cases where the return is due to alleged sensitivity or allergic reaction you will need to include an explanation and pictures of the sensitivity
    1. If all of the return conditions have been met and the return has been approved by Dermalogica, Dermalogica will notify you and arrange for our couriers to collect the defective item from you
  4. RETURNS PROCEDURE TO BE FOLLOWED:

    1. Please complete this returns form and we will arrange for your returns, exchange or refund request to be processed: Product Returns
  5. GENERAL:

    1. When all of the Returns Policy conditions have been met your agreement of purchase will be deemed to have been cancelled on the date that the returned items are received by Dermalogica
    2. A failure to comply with the returns procedure will automatically result in any refund being declined
    3. Any and all returns are subject to final authorisation and confirmation by Dermalogica and all returns must be pre-approved by Dermalogica
    4. It will be appreciated that the provisions of this Returns Policy pertains to matters of pure financial-loss. These provisions are not intended to govern any claim of harm caused to the person, allegedly as a result of applying any of our products. Such matters are to be addressed directly to our Legal Division
    5. Nothing in this Returns Policy or the Terms of Service in general, in any way limits your rights in terms of sections 55 and 56 of the Consumer Protection Act or section 44 of the Electronic Communications and Transactions Act 25 of 2002, where applicable

Dermalogica's commitment to excellence is personified through the expert advice provided by professional skin therapists. Professional product prescription and tailor-made professional facial treatments (called skin treatments), together with in-depth knowledge and training are critical in order for skin therapists to be able to address a vast variety of skin concerns and conditions. How we ensure that you - our loyal customer - experience this excellence is through equipping therapists with sufficient training, ensuring that dermalogica trained professional skin therapists are the best in the business. 

Dermalogica ranks our professional skin care therapists’ level of expertise, together with the degree of advice they can offer. This enables you, the client, to make a consultation or skin treatment booking with a skin care therapist that holds at least a certified status that matches your specific skin concern or skin treatment requirement. This is particularly important when it comes to treating acne scarring or signs of ageing with advanced level chemical peels. As a result, dermalogica will always ensure that the skin care therapist caring for your skin has - without a doubt - the dermalogica standard of knowledge, expertise and training to do so. 

Our skin care therapists are certified and classed according to training, education and experience as follows:

 

Our skin care therapists are certified and classed according to training, education and experience as follows:

 

A qualified professional skin care therapist with a certified status will be able to assist you with a Face Mapping® skin analysis, recommend the best skin care product prescription and offer passionate skincare advice. She will also be able to perform Dermalogica’s basic professional facial treatments. A total of 32 hours of post-graduate training were invested by your therapist to reach certified status.
   
A qualified professional skin care therapist with a specialist status will be able to assist you with a Face Mapping® skin analysis, in-depth skin care advice and provide the best skin care product prescription available. She will also be able to perform Dermalogica’s skin concern specific (ageing, pigmentation, sensitisation and acne) advanced facial treatments. She has undergone a rigorous assessment process in order to share in-depth skin knowledge and product details with you. A total of 64 hours of post-graduate training were invested by your therapist to reach specialist status.
   
A qualified professional skincare therapist with an expert status will be able to assist you with a Face Mapping® skin analysis, make an advanced product prescription and offer the best expert skincare advice. She will also be able to perform Dermalogica’s advanced treatments for specific skin needs and tailor-make a treatment programme for you. These treatments include advanced chemical peels and professional level exfoliations. A total of 96 hours of post-graduate training were invested by your therapist to reach expert status.
   
dermalogica masters badge A qualified professional skincare therapist with a professional status has achieved the highest level in the Dermalogica training programme for skincare professionals. She has undergone an intensive assessment process and will be able to assist you with all of your skincare needs and answer all of your questions about Dermalogica products and treatments. She is the best of the best and will approach your skin health with thorough research and planning. A total of 128 hours of post-graduate training were invested by your therapist to reach master status.
 

 

Annual refresher education on our existing products and treatments, as well as training on new product launches, is mandatory in order for skin therapists to maintain their respective certified status level, so as to ensure that you as a consumer continuously receive premium service, advice and treatment at all times.

A qualified professional skin care therapist with a certified status will be able to assist you with a Face Mapping® skin analysis, recommend the best skin care product prescription and offer passionate skincare advice. She will also be able to perform Dermalogica’s basic professional facial treatments. A total of 32 hours of post-graduate training were invested by your therapist to reach certified status.
A qualified professional skin care therapist with a specialist status will be able to assist you with a Face Mapping® skin analysis, in-depth skin care advice and provide the best skin care product prescription available. She will also be able to perform Dermalogica’s skin concern specific (ageing, pigmentation, sensitisation and acne) advanced facial treatments. She has undergone a rigorous assessment process in order to share in-depth skin knowledge and product details with you. A total of 64 hours of post-graduate training were invested by your therapist to reach specialist status.
A qualified professional skin care therapist with an expert status will be able to assist you with a Face Mapping® skin analysis, make an advanced product prescription and offer the best expert skincare advice. She will also be able to perform Dermalogica’s advanced treatments for specific skin needs and tailor make a treatment programme for you. These treatments include advanced chemical peels and professional level exfoliations. A total of 96 hours of post-graduate training were invested by your therapist to reach expert status.
A qualified professional skin care therapist with a professional status has achieved the highest level in the Dermalogica training programme for skin care professionals. She has undergone an intensive assessment process and will be able to assist you with all of your skin care needs and answer all of your questions about Dermalogica products and treatments. She is the best of the best and will approach your skin health with thorough research and planning. A total of 128 hours of post-graduate training were invested by your therapist to reach master status.

Annual refresher education on our existing products and treatments, as well as training on new product launches, is mandatory in order for skin therapists to maintain their respective certified status level, so as to ensure that you as a consumer continuously receive premium service, advice and treatment at all times.