Refund and Returns Policy

At EDerma, we are committed to providing high-quality skincare products and ensuring our customers are completely satisfied with their purchases. This Refunds & Returns Policy outlines our procedures and requirements to make the process transparent and fair for all parties. By shopping at EDerma, you agree to the terms outlined below.

Eligibility for Returns and Refunds

  • Refunds are only available for products that are unopened, unused, and in their original packaging. This ensures the safety, hygiene, and integrity of the products for all customers.
  • Any product that has been opened, used, tampered with, or shows signs of wear cannot be refunded.
  • Gift vouchers are strictly non-refundable and cannot be exchanged for cash or other products.

Timeframe for Returns

  • To be eligible for a refund, you must notify EDerma within 7 days of receiving your order. Returns or refund requests made after this period may not be accepted.
  • It is your responsibility to ensure the product is returned in a safe and secure manner.

How to Request a Refund or Return

To initiate a return, please email our customer support team at shop@ederma.co.za with the following details:

  1. Your full name and order number
  2. The product(s) you wish to return
  3. A brief explanation for the return

Once your request is received, our team will review your case and provide you with instructions on how to return the product safely.

Refund Processing

  • Upon receipt and inspection of your returned item, EDerma will assess whether it meets the refund criteria.
  • Eligible refunds will be processed within 7–14 business days.
  • Refunds will be issued via the original payment method used at the time of purchase.
  • Shipping costs are non-refundable, unless the return is due to an error on EDerma’s part, such as a wrong or defective product.

Additional Information

  • EDerma reserves the right to refuse any return that does not comply with this policy.
  • We encourage customers to retain proof of postage when returning items to ensure safe delivery.

Contact Us

If you have any questions about your purchase, returns, or refunds, please contact our support team at shop@ederma.co.za. Our team is happy to provide guidance and assist with any concerns.

At EDerma, we strive to make every shopping experience safe, convenient, and satisfying. Your trust is important to us, and this policy ensures that both our customers and products are protected.

Privacy Policy

EDerma (“we”, “us”, or “our”) operates the website https://ederma.co.za (the “Website”). We are committed to protecting your privacy and ensuring that your personal information is collected and used properly, lawfully, and transparently, in accordance with the Protection of Personal Information Act, 4 of 2013 (“POPIA”) and other applicable laws of South Africa.

If you have any questions about this Privacy Policy, please contact us at sales@ederma.co.za.

1. Information We Collect

We may collect and process the following types of personal information:

  • Full name
  • Email address
  • Phone number
  • Billing and delivery address
  • Payment-related information (processed securely via third-party payment providers)
  • Order and purchase history
  • Website usage data (IP address, browser type, pages visited, and referring URLs)
  • Any other information you voluntarily provide to us via forms, email, or communication channels

2. How We Collect Information

We collect personal information when you:

  • Place an order or make a purchase on our Website
  • Register an account
  • Subscribe to newsletters or marketing communications
  • Contact us via email or contact forms
  • Browse or interact with our Website (through cookies and similar technologies)

3. Purpose of Collection

We collect and use your personal information for the following purposes:

  • To process and fulfill orders and transactions
  • To communicate with you regarding orders, products, or services
  • To provide customer support
  • To improve our Website, products, and services
  • To send marketing communications (where you have consented)
  • To comply with legal and regulatory obligations

4. Legal Basis for Processing

We process personal information based on one or more of the following legal grounds:

  • Your consent
  • The performance of a contract
  • Compliance with a legal obligation
  • Our legitimate business interests, provided these do not override your rights

5. Sharing of Personal Information

We do not sell or rent your personal information. We may share your information with:

  • Third-party service providers (such as payment gateways, delivery partners, hosting providers, and analytics services)
  • Professional advisers (legal, accounting, or auditing)
  • Regulatory or governmental authorities where required by law

All third parties are required to maintain the confidentiality and security of your personal information.

6. Cookies and Tracking Technologies

Our Website uses cookies and similar technologies to enhance user experience, analyze Website traffic, and improve functionality. You may choose to disable cookies through your browser settings; however, this may affect certain features of the Website.

7. Data Security

We take reasonable technical and organizational measures to protect your personal information against loss, misuse, unauthorized access, disclosure, alteration, or destruction. While we strive to protect your data, no method of transmission over the internet is completely secure.

8. Data Retention

We retain personal information only for as long as necessary to fulfill the purposes for which it was collected, comply with legal obligations, resolve disputes, and enforce our agreements.

9. Your Rights

In terms of POPIA, you have the right to:

  • Access your personal information
  • Request correction or deletion of your information
  • Object to the processing of your information
  • Withdraw consent at any time (where processing is based on consent)
  • Lodge a complaint with the Information Regulator of South Africa

Requests regarding your personal information can be sent to sales@ederma.co.za.

10. Third-Party Links

Our Website may contain links to third-party websites. We are not responsible for the privacy practices or content of those websites. We encourage you to review their privacy policies.

11. Changes to This Privacy Policy

We reserve the right to update or modify this Privacy Policy at any time. Any changes will be posted on this page with an updated effective date. Continued use of the Website constitutes acceptance of the revised Privacy Policy.

12. Contact Information

If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal information, please contact us at:

Email: sales@ederma.co.za

By using this Website, you acknowledge that you have read and understood this Privacy Policy.