Return and Exchange Policy

RETURN POLICY

At DermaJEM, we are confident that you will love your equipment, but if you are not completely satisfied, we want to make the return process as simple as possible. Our goal is to ensure that you have the best experience with your purchase. Below is our return policy, which outlines the conditions and process for returning products should the need arise.

This Return Policy governs the terms under which returns and exchanges will be processed and/or approved related to all products sold by DermaJEM LLC (“Seller”) and purchased by You (“Buyer”). 

• General Return Policy. Seller will accept returns within thirty (30) days from the purchase date, provided that the following conditions are met. Buyer must contact DermaJEM’s Customer Care Department within seven (7) days of receiving the item to report any damages, missing parts, or defects. Buyer must obtain a return pre-authorization form and Return Merchandize Authorization Number (“RMA”) Seller before shipping any product back. Items returned without the authorization form or RMA will not be accepted. Returned items must be in brand-new, unused condition and shipped in the original packaging. Buyer must retain the original packaging for at least thirty (30) days from the purchase date, as items must be packed in the same packaging materials to qualify for a return. Seller reserves the right to refuse any returns that are not in their original, resellable condition. Items returned without the original packaging will be subject to a 25 percent restocking fee. 

1. 1. Return Process. To initiate a return, Buyer must first contact Seller’s Customer Care Department and receive return authorization. Once authorized, Buyer must return the product in its original condition, including all components, accessories, and packaging. Upon receipt of the returned item, Seller will inspect the product and determine its eligibility for a refund. Buyer will receive email notification regarding the approval or rejection of the refund. Refunds for approved returns will be processed within seven business days after Seller approves the refund. Refunds will be issued to the original payment method, and Buyer’s financial institution may take additional business days to reflect the refund on the Buyer’s statement. Shipping costs for returning or exchanging items are the responsibility of the Buyer and are non-refundable. If Buyer requests a return shipping label from Seller, the cost of the shipping label will be deducted from the refund amount. All gifted, complementary, or free items included in the original purchase must also be returned. If Buyer fails to return these items, the full cost of the item(s) will be deducted from the refund.

• Packaging and Shipping Responsibilities. Buyer is responsible for adequately packaging the equipment for return shipment to DermaJEM Headquarters. Proper packaging ensures that items are protected from damage during transit. Any damage caused by improper packaging or insufficient protection inside the shipping box will be the sole responsibility of the Buyer. Items must be securely packed, and all accessories must be properly protected to prevent shifting during transportation. If the returned product is found to have been damaged due to unauthorized modifications, abuse, improper packaging, inappropriate use, or use prior to successfully completing all required training courses, the product will be ineligible for return, and Buyer will be responsible for any repair or replacement costs.

• Large Equipment Returns. Large equipment, defined as any device weighing over fifty (50) pounds or shipped via freight, is only eligible for a refund if pre-authorized by the Customer Care Department. The equipment must be returned in its original case and in brand-new, sellable condition within thirty (30) days of purchase. DermaJEM will not issue refunds for any large device weighing seventy-five (75) pounds or more or shipped via freight if it is not returned in its original case. 

• Non-Returnable Items. Certain items are not eligible for return, including but not limited to:

1. 1. 1. Serums and all accessories;
      2. Items returned after thirty (30) days from the delivery date;
      3. Items purchased using third-party financing (Clicklease, Amerifund or any other third-party financing), which are only eligible for exchanges within thirty (30) days;
      4. Items purchased through the Seller’s internal zero-interest financing are only eligible for exchange within thirty (30) days.

• Warranty. All warranty-related returns, repairs, or claims are subject to the terms and conditions outlined in DermaJEM’s Product Warranty and Disclaimers. Buyer is responsible for complying with all warranty requirements, including proper maintenance, training, and use of the equipment as specified in the warranty policy. Failure to adhere to these requirements may void eligibility for warranty service or returns.

• Disclaimers. All products sold on www.dermaJEM.com are intended for professional use only and are not intended to diagnose or treat medical conditions. Any information provided by Seller, including product descriptions, training materials, and consultations, is not a substitute for professional medical advice. Buyer assumes all risks associated with the purchase and use of the products.
• Customer Support. If Buyer has questions or needs assistance with a return, Buyer should contact Seller’s Customer Care Department at customercare@dermajem.com or call (888) 510-0272. Pre-authorization for returns can be obtained by contacting Customer Care at (888) 510-0272, Monday through Friday, 9:00 AM – 6:00 PM EST. 
• Governing Law. This Return Policy will be governed by and interpreted in accordance with the laws of the State of Florida, without giving effect to the principles of conflicts of law of such state. The Parties hereby agree that any litigation arising out of this Agreement will be brought solely in any state or federal court located in Broward County, Florida. Both Parties hereby submit to the exclusive jurisdiction and venue of any such court.