Shipping & Refund Policy

Last Updated: October 2025
Business Name: Dermapro Naz
Address: St. Tzipore, Nof Hagalil, Israel 17100
Email: Dermapronazareth@gmail.com
Phone: 050-827-2666

1. General Overview

This Shipping & Return Policy outlines how Dermapro Naz (“we”, “us”, or “our”) handles product delivery, returns, exchanges, and refunds for items purchased through our official online store.
Our goal is to ensure a smooth, transparent, and reliable shopping experience for every customer.

2. Shipping Policy

2.1 Delivery Coverage

We currently ship orders within Israel only through verified and insured courier partners.
At this time, we do not provide international shipping.

2.2 Processing Time

Orders are typically processed and shipped within 1–3 business days of order confirmation and successful payment.
Orders placed on weekends or holidays will be processed the next business day.
During high-demand seasons or special promotions, processing time may be extended by 1–2 days.

2.3 Delivery Time

Standard Delivery: 3–7 business days, depending on your location.
Express Delivery (if available): 1–3 business days for major cities.

Please note: delivery delays may occur due to factors beyond our control, such as courier delays, weather, or local holidays.

2.4 Shipping Costs

Shipping costs are calculated at checkout based on delivery location and order weight.
From time to time, Dermapro Naz may offer free shipping promotions for specific products or order totals.

2.5 Order Tracking

Once your order has been shipped, you will receive an email or SMS with tracking information.
You can track your order directly via the courier’s website using the tracking number provided.

2.6 Incorrect Shipping Details

It is the customer’s responsibility to provide accurate shipping details at checkout.
If incorrect information is provided and the order is returned to us, re-shipping fees will apply.

3. Return & Exchange Policy

3.1 Eligibility for Returns

Due to hygiene and product safety regulations under the Israeli Consumer Protection Law, skincare and cosmetic products may only be returned if:

The item is unopened, unused, and in its original packaging.
The request for return is made within 14 days of receiving the order.
Proof of purchase (invoice or receipt) is provided.

Returns are not accepted for opened, used, or partially consumed products.

3.2 Return Process

To initiate a return, please follow these steps:

Contact us at Ayadaher3@gmail.com within 14 days of delivery.
Include your order number, reason for return, and photos (if applicable).
Our team will confirm eligibility and provide you with the return instructions and address.
Ship the product back securely using a trackable courier service at your own cost (unless the item was damaged or incorrect).

3.3 Return Shipping Costs

The customer bears the return shipping costs for items returned due to a change of mind or personal preference.
Dermapro Naz covers shipping costs if the return is due to:
- Wrong item received.
- Damaged or defective product upon arrival.

4. Damaged or Incorrect Items

4.1 Reporting Damaged Items

If your order arrives damaged, please contact us within 48 hours of delivery with:

Photos of the damaged product(s) and packaging.
Order number and date of purchase.

After review, we will arrange for a replacement shipment or a full refund at no additional cost.

4.2 Incorrect Products

If you received an item different from what you ordered, contact us within 3 business days of receipt.
We will cover all shipping costs to exchange the product or issue a full refund.

5. Refund Policy

5.1 Refund Method

Approved refunds will be issued to the original payment method used at checkout.
We cannot refund to a different card or account for security reasons.

5.2 Refund Timeline

Once your returned item is received and inspected:

Refunds are processed within 7–10 business days.
You’ll receive a confirmation email once the refund has been issued.

If you haven’t received your refund after 10 business days, please contact your bank or payment provider before reaching out to us.

5.3 Non-Refundable Items

Refunds are not provided for:

Opened, used, or partially used skincare products.
Gift cards or promotional vouchers.
Items returned without authorization or outside the 14-day period.

6. Exchange Policy

We currently do not offer direct exchanges.
If you wish to replace an item, please return the original product (if eligible) for a refund, and place a new order.

7. Order Cancellation

Orders can be cancelled within 24 hours of purchase if not yet shipped.
Once shipped, cancellations are not possible — you must proceed through the return process.
Refunds for cancelled orders will be processed within 5–7 business days.

8. Lost or Undelivered Packages

If your package is lost in transit:

Contact us immediately at Ayadaher3@gmail.com with your order number.
We’ll investigate with the courier. If confirmed lost, we’ll issue a replacement or refund.

Dermapro Naz is not responsible for packages marked as delivered by the courier but reported as missing after delivery.

9. Customer Support

Our support team is available to assist you with shipping, returns, or product concerns.
📧 Email: Dermapronazareth@gmail.com
📞 Phone: 050-827-2666
🕓 Response time: within 1–2 business days

10. Legal Compliance

All return and refund processes comply with the Israeli Consumer Protection Law, 1981 and Consumer Regulations (Cancellation of Transactions), 2010, ensuring fair treatment and consumer rights protection.