In the event that you received a package with exterior visible damage, email or text RaeDerma on the date the package was delivered with photographs of the damage to: firstname.lastname@example.org or text us on our website. Do not throw away contents or packaging as an inspection must occur by our carrier, UPS or Fedex. Refund eligibility will be subject to an overview done by carrier and RaeDerma. Customers will not receive a refund if the product is used and/or the customer did not report issues on the day they received their order (see below).
RaeDerma will ship all products to the address submitted by the customer. If a deliverable or incorrect address is submitted, no refund or reshipment will be issued. Shipping to a closed business will also void the customer from any refund.
Missing or Used Products:
RaeDerma guarantees that our packages are received with all ordered products. All orders will have a packing slip or invoice included in each order. If for any reason you receive a package which is missing an item that was ordered, you must reach out to us directly via phone, web text or email on the date of delivery. We may require that a picture be provided showing the package and after investigation, a refund or credit for the missing item will be issued toward a future order. In the event the customer does not report the missing items on the date of delivery, RaeDerma reserves the right to refuse any refund. Reshipment of missing items will be at the discretion of RaeDerma.
All refunds will be issued within 14 days from the date of refund request. All full or partial credit card refunds will refund back to the credit card used by the customer described in the “billing information” section of the invoice.
RaeDerma will fully refund all orders prior to the shipping date, once the purchased items are picked up by the shipping carrier cancellation and refunding is not available.