Cancellation and Refund

Last Updated: April 24, 2025

At CafféDerma, customer satisfaction is our top priority. We understand that sometimes products may not meet your expectations or circumstances may change. This policy outlines our procedures for order cancellations, returns, and refunds.

1. Order Cancellations

1.1 Pre-Shipment Cancellations

Orders may be canceled at no cost before they have been shipped.
To cancel an order, please contact our Customer Service team as soon as possible at info@caffederma.com.
Please include your order number and full name in all correspondence.
We process most orders within 24 hours of receipt, so please submit cancellation requests promptly.

1.2 Post-Shipment Cancellations

Once an order has been shipped, it cannot be canceled.
If you no longer want the items, please follow our return procedure upon receiving your package.

2. Return Policy

2.1 Return Eligibility

You may return most unopened, unused items within 30 days of delivery for a full refund.
Opened products may be returned within 14 days if you experienced an adverse reaction or if the product is defective.
For hygiene reasons, certain items such as facial rollers and applicator tools cannot be returned once opened unless defective.
Limited edition or sale items marked as "Final Sale" cannot be returned.
Gift sets may only be returned in their entirety, with all components present.

2.2 Return Condition Requirements

Products must be returned in their original packaging.
All seals, tags, and accessories must be intact for full-value returns.
Partially used products may be eligible for partial refunds at our discretion, depending on the amount used.
Products showing signs of excessive use will not be eligible for refund.
CafféDerma reserves the right to deny returns that do not meet our condition requirements.

2.3 Return Process

Initiate Return: Contact our Customer Service team at returns@caffederma.com or through your online account to request a Return Merchandise Authorization (RMA) number.
Package Your Return: Securely package the items you wish to return, including the original packaging.
Include Documentation: Place your RMA number, order number, and reason for return inside the package.
Ship Your Return: Send your return to the address provided in your RMA confirmation.

2.4 Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.).
For returns due to our error, we will provide a prepaid return shipping label.
We recommend using a tracked shipping method, as we cannot process refunds for returns not received.

3. Refund Process

3.1 Refund Timeline

Once your return is received and inspected, we will process your refund within 5 business days.
Refunds will be issued to the original payment method used for the purchase.
Credit card refunds typically appear on your statement within 5-10 business days, depending on your financial institution.
Store credit or gift card refunds are typically processed within 3 business days.

3.2 Refund Types

Full Refunds: Issued for eligible returns received in their original, unopened condition.
Partial Refunds: May be issued for items returned partially used or without complete packaging.
Store Credit: In some cases, we may offer store credit instead of a monetary refund.

3.3 Shipping Charges

Original shipping charges are non-refundable unless the return is due to our error.
If you received free shipping as part of a promotion and return items that bring your order total below the free shipping threshold, the original shipping cost may be deducted from your refund.

3.4 Refund Methods

Credit/Debit Card Purchases: Refunded to the original card
PayPal: Refunded to your PayPal account
Gift Cards: Refunded as store credit
Other Payment Methods: Refunded via the original payment method when possible, or as store credit

4. Damaged or Defective Products

4.1 Reporting Damage

If your product arrives damaged or defective, please contact us within 7 days of receipt with photos of the damaged item and packaging.
Email quality@caffederma.com with the subject line "Damaged Product" and include your order number.

4.2 Resolution Options

For damaged or defective products, we offer the following options:

Replacement of the same product
Exchange for another product (price difference will be charged or refunded)
Full refund including original shipping charges

5. Subscription Cancellations

5.1 Subscription Changes and Cancellations

You may pause, skip, or cancel your subscription at any time from your account dashboard.
Subscription changes must be made at least 3 business days before your next scheduled shipment.
No penalties or fees apply for canceling a subscription.

5.2 Refunds for Subscription Items

Individual subscription shipments follow the same return policy as regular orders.
Prepaid multi-month subscriptions may be eligible for a prorated refund for unused months.

6. Exceptions and Special Circumstances

6.1 Promotional Items and Free Gifts

Free gifts or promotional items must be returned if the qualifying purchase is returned.
If free gifts are not returned, their retail value may be deducted from your refund.

6.2 Limited Edition and Seasonal Products

Limited edition products may have a shorter return window, which will be clearly indicated on the product page.

6.3 International Returns

International customers are responsible for return shipping costs and any customs duties or taxes incurred.
Due to varying international shipping times, the return window for international orders is extended to 45 days.

7. Contact Information

If you have any questions about our Cancellation and Refund Policy, please contact our Customer Service team:

Email: info@caffederma.com
Hours: Monday through Friday, 9:00am to 6:00pm IST

CafféDerma reserves the right to modify this policy at any time. The current version will always be posted on our website.