Return & Refund Policy

1. 90-Day Money-Back Guarantee

At DermRays, we uphold a customer-first philosophy, dedicated to enhancing your satisfaction and overall experience. With full confidence in our products, we are pleased to offer a 90-day return and exchange service from the date of purchase.

Conditions to Meet: Our hair removal and skincare devices are designed for long-term results, which require consistent use over time. To allow the product to deliver noticeable improvements, we recommend following the usage guidelines for at least 60 days. Based on user feedback and testing, significant changes are typically observed after this period. If the product is used for less than 60 days, your return request will be deemed invalid.
Note: All returns and exchanges must receive prior authorization from our customer service department. Items returned to us must be in pristine condition, in their original packaging, and include all accessories.
Determination of Withdrawal Date: The date of withdrawal is determined by the date on which you declare your intention to withdraw, not by the date on which we respond to your withdrawal request.

    2. 100% Full Refund

    If you receive damaged, defective, or items not matching your order, please contact us at support@dermrays.com within 14 days of receiving your order. You are not required to bear the return shipping cost.

    Please note that original shipping fees are non-refundable.

      For returns due to personal reasons (not related to product quality or fulfillment errors), a 10% restocking fee will be deducted from your refund.

        3. Return & Refund Proces

          • Contact support@dermrays.com: Provide your email address, order number, name, and confirm whether the package is opened or sealed. Additionally, let us know the reason for the return. Our team will process your return request and respond within 48 hours.
          • Send Back the Package: Return the product, in its original packaging and undamaged, along with all accessories, to the address we provide.
          • Receive a Refund: Upon receiving the undamaged return, we will initiate the refund and notify you via a refund notification email. The funds will be returned to your payment account within 10-15 business days. If you do not receive the refund within this period, contact your bank or financial service provider.

          Note: We are not responsible for any lost packages during the return process and will not process refunds for such cases.

            4. 7-Day Price Guarantee

            If the price drops within 7 days of your purchase, contact us at support@dermrays.com for a refund of the difference.

              5. Get Help from Support Before Chargeback

              At Dermrays, we are committed to ensuring your satisfaction with your purchase. If you encounter any issues with your order, please contact us at support@dermrays.com before initiating a chargeback. We are more than happy to assist you promptly.

              Please reach out to us if you experience any of the following:

              • Product Not Received: If you have not received the products you purchased.
              • Product Unacceptable: If the product was received but is defective, damaged, or not as described.
              • Credit Not Processed: If the purchased product was returned or if you wish to cancel your order.
              • Other: For any other issues or concerns.

              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 necessary, please attach a video or images to further explain the issue.

                We are here to help and resolve any problems as quickly as possible.

                  6. Unacceptable Return Conditions

                  • Missing or damaged original product, accessories, manuals, cables, or other items initially included with the product.
                  • Physically damaged products or damage caused by obvious misuse.
                  • Products with stains (scratches, food, or oil stains, etc.).
                  • Orders placed more than 90 days ago

                  7. 2-Year Warranty

                  DermRays provides a 2-year warranty service from the date of purchase to ensure your smooth usage. If you discover defects rendering the device unusable (e.g., failure to power on) within this period, contact us at support@dermrays.com.

                  Note: Changes in appearance due to regular wear and tear or damage caused by accidents, misuse, or negligence are not covered. Any attempt to open or dismantle the device (or its accessories) will void the warranty. Damage resulting from personal misuse (including breakage) is not eligible for warranty service.