Refund policy
Last updated: March 28, 2025
Refund & Return Policy
Thank you for shopping at Dermacart (“we”, “us”, or “our”). We always want you to be satisfied with your purchase; however, there are certain circumstances where we may be unable to accept returns or issue refunds. This Refund & Return Policy (the “Policy”) describes how we handle returns, refunds, and exchanges for products purchased through our website at https://dermacart.ca (the “Site”).
1. GENERAL CONDITIONS
45-Day Return Window:
You have 45 days after receiving your item to request a return. If more than 45 days have passed since delivery, we cannot accept returns..
Initial Eligibility:
To be eligible for a return, items must be unopened, unused, and in the original packaging (including tags, if applicable). You may be required to provide a receipt or proof of purchase (digital or otherwise).
Non-Returnable Items:
- Gift cards
- Samples
- Certain sale or clearance items, which may be final sale
Impact on Loyalty Points:
If you used loyalty points towards a purchase that is later returned, any awarded points may be deducted from your account.
No Fees for Returns:
There is no restocking or handling fee. The only fee that you're responsible for is the return shipping fee.
2. HOW TO RETURN
Best Practice is Contacting Us First:
Email us at support [at] dermacart.ca, or use our chat/SMS, with your order number and a clear explanation of the reason for your return. Items sent back without prior authorization may not be accepted.
Return Process:
You are responsible for return shipping costs unless otherwise stated. We strongly recommend using a trackable shipping service to ensure we receive your returned item — although tracking/signature is not mandatory, it reduces the risk of complications.
Please send all authorized returns to our return address:
Dermacart Returns
1475 Sandhill Drive,
Unit 2 Ancaster,
Ontario L9G 4V5
+1 (778) 800-two-five-four-one
- We do not accept in-person drop-offs.
- Returns must be sent using a reliable courier of your choice.
- To ensure your return is processed, contact us before sending any items back. Returns received without prior communication may not qualify for a refund.
Inspection & Approval:
We will notify you once we’ve received and inspected your return. Upon approval, we will process your refund or exchange.
3. REFUNDS
Refund Method:
If your return is approved, we will issue a refund to your original payment method or as store credit, at our discretion.
It may take up to 10 business days for your bank or credit card company to process and post the refund.
Partial Refunds:
In some cases (e.g., opened packaging, missing components), we may offer only a partial refund, another item or points.
Timing:
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us again.
4. EXCHANGES
If you wish to exchange an item, the fastest way is to return the original item (following the steps above). Once the return is received, we can place a new order for you.
We generally do not hold inventory for exchanges; product availability may vary.
If your exchange is approved, Dermacart will cover the shipping cost when sending the replacement product to you.
5. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Inspection Upon Arrival:
Please inspect your order upon reception and contact us immediately if you believe the item is defective, damaged, or if you receive the wrong item.
Exploded or Severely Damaged in Transit:
If a product has leaked or exploded during shipping, please provide clear photos within 48 hours of delivery so we can investigate. We cannot guarantee a refund or replacement in these cases, but we will do our best, and assist you in filing any necessary claims with the courier.
Freeze-Thaw Cycles:
Many high-quality skincare products are formulated and tested to withstand freeze-thaw cycles. If the product freezes or is exposed to cold in transit and is otherwise usable when thawed, this is not considered a defect, and we cannot offer a refund.
6. SHIPPING INSURANCE
If you purchased Shipping Protection, you’re covered for issues like lost, stolen, or damaged items for that particular order. We will always do our best to make things right. Our goal is to make sure you leave with a positive experience, even if something goes wrong.
Damaged, Spilled, or Frozen Items:
Some products may leak, break, or freeze during shipping. If this happens, just send us clear photos. Once reviewed, we will either issue a refund or send a replacement based on the situation and our conversation with you. We always aim for a fast and fair solution.
Lost or Stolen Packages:
If your order is marked as delivered but you did not receive it, and there is courier photo confirmation, we may request a signed affidavit or a police report before sending a replacement or refund. If those are not possible, we will ask for a copy of your ID so we can file a report on your behalf.
To prevent protection abuse, coverage may be denied for repeated claims and suspicious activity.
For high-value orders, signature delivery may be required if insurance is purchased.
7. PRODUCT ISSUES & ALLERGIC REACTIONS
No Guarantee of Efficacy:
Individual results vary. We do not guarantee that any product will meet your expectations or work for your specific skin type/biology.
Allergic Reactions:
We are not responsible for allergic reactions or sensitivities. If you experience any adverse reaction, please discontinue use and consult a medical professional.
Manufacturer Responsibility:
If you suspect a serious product defect, please contact the manufacturer directly.
Electronic Devices:
If your order includes an electronic device, please contact the manufacturer directly for technical support, warranty issues, or troubleshooting. Dermacart does not officially provide technical support for these devices.
8. THEFT, DELIVERY ISSUES & COURIER DELAYS
Confirmed Delivery:
Once an order is marked “delivered” by the courier, Dermacart considers the package to be in your possession. Understandably, stolen packages (e.g., porch, lobby, or front door theft) are not Dermacart’s responsibility.
In theft cases, we recommend reporting it to the courier and to your local authorities.
Courier Error:
If the courier has documented a misdelivery or an error on their part, we can assist you in filing a claim. However, final resolution or compensation is not guaranteed by Dermacart.
Delays & Weather:
We are not responsible for shipping delays caused by unforeseen circumstances (e.g., weather, strikes, pandemics, etc.). No refunds will be issued solely due to delayed shipments.
We always recommend our customers to add Shipping Protection to their orders.
9. CHARGEBACKS & PAYMENT DISPUTES
We endeavour to work in good faith to resolve all return and refund issues. If a chargeback or dispute is filed without first contacting Dermacart, we reserve the right to refuse further support and/or take additional measures to protect our business and legal interests.
Any fraudulent or unjustified chargebacks may lead to further investigation or legal action. Furthermore, it may result in the complete ban from the Dermacart ecosystem and its affiliates.
10. SALE & PROMOTIONAL ITEMS
Sale Items:
Sale or clearance items may not be eligible for a full refund. We reserve the right to offer a partial refund, store credit, or no refund at all, depending on the item and the circumstances.
Gift Cards:
Gift cards are non-refundable and cannot be exchanged for cash.
11. AUTHENTICITY GUARANTEE
All of our products are 100% authentic. Dermacart is a licensed and long-term authorized partner of every brand we carry. You can shop with confidence knowing your products come directly from official sources.
12. DISCLAIMER OF LIABILITY
Dermacart is not liable for any indirect, incidental, special, or consequential damages resulting from the use or misuse of our products, including but not limited to allergic reactions, product freezing, or theft after delivery.
Any remedy we offer is case-by-case and at our sole discretion; no guarantees are made beyond what is set forth in this Policy.
13. POLICY CHANGES
We reserve the right to modify this Policy at any time. Please check back periodically for updates. Your continued use of our Site or Services indicates your acceptance of any changes to this Policy.
If you have any questions about this Policy or need assistance with a return or refund, please contact us.
Note: This Policy is governed by the laws of the Province of Alberta and the federal laws of Canada, as applicable.
A Final Note from Us
We know that the definition of “fair” or “good intention” can vary from person to person and that’s okay. What we want you to know is that at Dermacart, we genuinely try our absolute best to provide every customer with a fantastic experience.
We are deeply passionate about what we do. We want you to feel confident returning to us, sharing your skincare goals with us, and trusting us to give you one of the best online shopping experiences in Canada.
Every member of our team understands that this level of care and integrity is non-negotiable. It’s part of who we are. And if a staff member doesn’t uphold those values, they simply don’t belong here.
As a small business, we also need to protect ourselves from the rare situations where people attempt to take advantage of our trust. But that won’t stop us from showing up with honesty, openness, and a willingness to learn and grow every single day.
Thank you for being here. We wish you an amazing shopping experience and even better skin.