Last updated on 1st January 2024

Video Consult Policy

Doctor Selection: We understand the importance of choosing the right healthcare professional for your needs. However, we would like to inform you that the selection of doctors for video consultations is not available to patients. The assignment of a doctor to your consultation is determined by availability and duty schedules. All our doctors are highly qualified and dedicated professionals.

Follow-up Consults: For follow-up consultations, please note that doctor availability may vary based on their schedules. If the initially assigned doctor is unavailable for a follow-up consult, the scheduling of the consult will depend on the doctor’s availability. We will make every effort to accommodate your needs and ensure timely follow-up consultations.

Cancellation: There will be no refund if the patient cancels the consultation 36 hours before the scheduled consultation. Only on a case-to-case basis, the refund would be considered. DermaQ has the sole discretion to decide this.

Cancellations and Refunds

Damages: If a client receives a damaged product, they must create an unboxing video as evidence and keep all packaging materials and damaged goods before submitting a claim. It is important to note that the customer must raise the complaint within 24 hours of receiving the product. Please note that DermaQ is not responsible for any products that are damaged or lost during shipping. If your order arrives damaged, please contact connect@dermaq.in (10am-6pm, Mon-Fri).

Authenticity: At DermaQ, we want to guarantee our customers that all of our products are 100% authentic and obtained from authorised vendors. We take every precaution to ensure that our products meet the highest quality and safety standards.

Cancellation before shipment: If the order or the item(s) that you wish to cancel have not been shipped yet, you can write to us at connect@dermaq.in. In such cases, the order will be cancelled, and the money will be refunded to you within 24-48 business hours after the cancellation request has been processed by us. Currently we do not allow cancellation of orders. Once the shipment is dispatched from our hub or the tracking number is updated, we cannot cancel the order.

Cancellation post-shipment: Cancellation cannot be done after the shipment is dispatched. As we use third-party courier partners. In such cases, any delivery queries or issues will be escalated to the courier partner, and it is not possible from our side as we are a third-party courier partner, which doesn’t allow us to cancel the order.

Return and Exchange Policy

Returns can be initiated only in case of wrong or damaged product(s) received. In such cases, you can raise a return request of product(s) within 5 business days of receiving the order.

Return or Exchange Process

Please get in touch with us at connect@dermaq.in to raise the return request within 5 days of receiving your order.

You will be requested to provide us with your order ID and email the images and videos of the product(s) with their batch numbers, if you wish to return your product(s).

You will be asked to provide us with the unboxing video of the products received with seal/tape visible in the video.

We will schedule a return pick-up within 3-4 business days. We shall initiate the refund only if the products received by us are in their original packaging with their seals, labels, and barcodes intact. Please note that the damaged product will be shipped to the vendor for investigation. This is to ensure that we can identify any issues with the product or packaging that may have contributed to the damage. We appreciate your understanding and cooperation in these situations. Our goal is to provide our customers with high-quality products and exceptional service, and we will do everything in our power to address any issues that arise.

Shipping Policy

FREE Shipping is available on all orders above INR 599. For orders that are equal to or below INR 599, shipping charges of INR 99 for Cash on Delivery, and INR 79 for Prepaid. For orders which are above INR 599, free shipping is available for all parts of India. The estimated delivery times are indicative, and on some occasions, there may be unavoidable delays beyond our control. In such cases, you will receive updates on your shipment tracking status page.