At Drs Derma & Aesthetics, we are committed to maintaining transparency, fairness, and compliance with applicable consumer protection laws of Bangladesh. This Refund & Returns Policy explains the conditions under which refunds, replacements, or returns may be accepted for products and services purchased through our website or clinic.

By placing an order, booking an appointment, or making any payment, you agree to this policy along with our Terms & Conditions and Privacy Policy.

1. Legal Compliance

This policy is aligned with:

  • Bangladesh Consumer Rights Protection Act, 2009
  • Applicable eCommerce and medical service regulations
  • Online consumer transaction best practices

Where conflicts arise, Bangladesh law shall prevail.

2. Scope of This Policy

This policy applies to:

  • Online product purchases
  • Clinic product sales
  • Appointment bookings and advance payments
  • Promotional offers, vouchers, and discounts

3. Strictly Non-Refundable Items & Services

The following are non-refundable and non-returnable under any circumstances:

  • Consultation fees
  • Appointment booking fees
  • Advance or partial payments for treatments
  • Completed medical or aesthetic services
  • Opened, used, or partially used products
  • Products without original packaging or invoice
  • Digital products, gift cards, vouchers, coupons
  • Delivery and shipping charges
  • Clearance, promotional, or discounted items
  • Products damaged due to misuse, negligence, or improper storage

This complies with Section 26 of the Consumer Rights Act (service already rendered).

4. Eligible Returns & Refund Conditions

A return or refund may be considered only if ALL conditions are met:

  • Product is unpacked in front of the delivery person
  • Product is defective, damaged, expired, or incorrect
  • Issue is reported immediately at delivery
  • Proof is provided (photos, video, invoice)
  • Product remains unused and in original condition

❗ Claims made after delivery confirmation will be rejected.

5. Return Request Process

Customers must follow this process strictly:

  1. Submit a return request within 24 hours of delivery
  2. Provide order ID, invoice, and evidence
  3. Our team will review within 2–3 business days
  4. If approved, return instructions will be shared
  5. Returned items must match original condition

Failure to comply may result in rejection.

6. Refund Method & Processing Time

  • Refunds are issued via the original payment method
  • Processing time: 7–14 business days
  • Bank/MFS delays are outside our control
  • No cash refunds are provided
  • Partial refunds may apply where appropriate

7. Appointment Cancellation & Rescheduling

  • Appointment fees are non-refundable
  • One-time rescheduling may be allowed with prior notice
  • Missed or late cancellations may result in forfeiture
  • Doctor availability is not guaranteed for rescheduled bookings

8. Product Availability & Order Cancellation

  • Orders may be cancelled by us due to:
    • Stock unavailability
    • Pricing errors
    • Payment verification issues
  • In such cases, product price only will be refunded
  • Delivery charges remain non-refundable

9. Delivery Failure & Customer Responsibility

  • Customers must provide accurate address and contact details
  • Failed deliveries due to incorrect information are not refundable
  • Re-delivery may require additional charges
  • Unreceived orders returned to us may incur restocking fees

10. Medical & Skin Sensitivity Disclaimer

  • Individual results may vary
  • No refunds will be issued for:
    • Allergic reactions
    • Skin sensitivity
    • Unsatisfactory aesthetic outcomes
  • Customers are responsible for disclosing medical history

This aligns with medical service exemptions under consumer law.

11. Fraud, Abuse & Policy Violation

We reserve the right to:

  • Reject refunds in case of abuse or false claims
  • Suspend or terminate accounts for repeated violations
  • Take legal action where fraud is suspected

12. Force Majeure (Uncontrollable Events)

Refunds will not be issued for delays or failures caused by:

  • Natural disasters
  • Government restrictions
  • Strikes, riots, or political unrest
  • Pandemic or health emergencies
  • Courier or logistics disruptions

13. Policy Changes & Updates

Drs Derma & Aesthetics reserves the right to modify this policy at any time without prior notice. Updated versions will be effective immediately upon publication on our website.

14. Related Policies

For full transparency, please review:

15. Contact & Dispute Resolution

For refund or return inquiries, please contact our support team. Any disputes shall be resolved under the jurisdiction of Dhaka, Bangladesh.