(Local and International) Last Updated: February 24, 2026

At Derma Roller Philippines (the ‘Company’), product safety and customer satisfaction matter. Because we sell hygiene-sensitive skincare and microneedling-related items, we follow a strict return, refund, shipping, and warranty policy to protect both parties

By purchasing from us, you agree to the terms below. For international shipments affected by customs restrictions, return-to-sender, refusal, or abandoned parcels, refunds and resolutions follow the Shipping Policy.

1. No Return and No Change of Mind

For hygiene and safety reasons, we do not accept returns for change of mind, wrong choice, or buyer’s remorse once an order is confirmed.

This applies especially to:

• Skincare products that have been opened, used, or tampered with
  
  
• Any microneedling-related items that have been opened or used (including cartridges and needle consumables)

Exceptions apply only for:

• Verified factory defects
  
  
• Wrong item sent by our team
  
  
• Missing item due to our packing error
  
  
• Item damaged in transit (subject to proof and courier investigation)

2. Required Proof for Claims (Strict)

To protect customers from fraud and ensure fast resolution, the following proof is required for claims involving missing items, wrong items, damage, or defects:

• Unboxing video (continuous, uncut) starting from the sealed pouch or box, showing the shipping label up to full product reveal.
  
  
•  Edited, cut, or incomplete videos may result in claim denial.
  
  
• Clear photos of the issue (defect, damage, wrong item)
  
  
• Order number and proof of purchase
  
  
• Geotagged photo or location verification may be requested for delivery-related claims.

Claims without the required proof may be denied.

3. Claim Window

• Claims must be filed within 48 hours from the time the parcel is marked delivered or received.
  
  
• Claims filed after this window may not be eligible for replacement, warranty support, or refund.

4. Product Inspection and Quality Control

All products are inspected before dispatch. However, if an issue is confirmed to be our responsibility, we will provide a replacement or refund based on availability and assessment.

5. Replacement Policy

A replacement may be approved if:

• The product is confirmed to have a factory defect, or
  
  
• The wrong item was sent, or
  
  
• An item is missing due to packing error, or
  
  
• The item arrived damaged (subject to courier validation)

Conditions:

• The item must be unused, with complete inclusions, and in original packaging (when return is required)
  
  
• We may request return of the item for verification before replacement

Local Orders:

• If verified as our fault, we shoulder the replacement shipping.

International Orders:

• Replacement shipping fees may apply depending on location and investigation results.
  
  
• If verified as our fault, we will provide the best available resolution, which may include replacement support or partial or full refund, depending on the case and feasibility.

6. Refund Eligibility

Refunds are granted only under these circumstances:

• The product is verified defective and cannot be replaced due to stock unavailability, or
  
  
• A confirmed fulfillment error by our team requires a refund resolution

Refunds are not granted for:

• Change of mind after order confirmation
  
  
• Incorrect use, mishandling, or failure to follow instructions
  
  
• Skin reactions due to individual sensitivity or contraindications
  
  
• Courier delays or failed delivery due to an incomplete or incorrect address
  
  
• Claims submitted outside the claim window or without the required proof

7. Return Process (When Return is Required)

If a return is requested for verification:

• We will provide instructions and the return address
  
  
• Returned items must be unused, complete, and in original packaging
  
  
• Returns that arrive incomplete, used, or tampered with may be rejected

8. Damaged or Lost Parcels (Courier Handling)

For parcels marked damaged or lost in transit:

• We will assist in coordinating courier investigation and documentation where applicable
  
  
• Resolution depends on courier findings and the submitted proof (including unboxing video)

9. Refund Processing Time

• Approved refunds are processed within 15 to 30 business days after approval (excluding bank or payment provider processing times). Complex cases may take longer due to courier/platform investigations.
  
  
• Refunds are issued via the original payment method when possible. For Cash on Delivery orders, refunds may be processed via bank transfer or store credit, depending on the case.

10. Marketplace Orders (Shopee, Lazada, TikTok Shop)

Orders placed through Shopee, Lazada, or TikTok Shop follow the platform’s return, refund, and dispute policies, timelines, and resolution process. Customers must file and process requests directly through the respective platform support or order center.

• To protect customers and prevent fraudulent claims, the Company may require supporting proof such as an unboxing video, photos, and complete order details. If a claim is incomplete, inconsistent, filed outside platform rules, or does not meet the policy requirements, the Company may reject the request and submit a response, counter-evidence, or counter-claim through the platform’s dispute process where applicable.
  
  
• Platform-approved refunds may still require return of the item when the platform requests it. If the platform requires a return and the customer fails or refuses to return the item, the Company may contest the claim through the platform dispute process.
  
  
• For warranty support after the platform return window, customers may contact the Company directly with their platform order reference number and proof of purchase. Warranty evaluation will follow this policy and may require troubleshooting steps, verification, and supporting proof.

The Company reserves the right to take appropriate action against fraudulent claims, including submitting evidence to the platform, canceling future orders, and pursuing remedies available under applicable Philippine law.

11. Cancellation Policy

• Paid orders cannot be canceled once processed or dispatched.
  
  
• For unpaid orders, cancellation requests must be made as soon as possible. Approval depends on processing status.

12. Contact

For return, refund, replacement, shipping, or warranty requests, contact:
Email: sales@dermarollerphilippines.com

Include your order number and complete proof upon filing.

13. Warranty Policy (Eligible Products)

13.1 Warranty Coverage

Certain devices and eligible products come with warranty coverage. Warranty terms vary per product and will be stated on the product page or packaging.

13.2 Warranty Validity and Proof of Purchase

Warranty is valid only for purchases made through the Company’s official sales channels, including:

• The official Derma Roller Philippines website
  
  
• The Company’s official stores on Shopee, Lazada, and TikTok Shop
  
  
• Direct purchases made through the Company’s official accounts and channels (such as Facebook, Instagram, and other verified Company pages), including orders confirmed via direct messaging
  
  
• Official offline events and on-site selling activities such as bazaars, expos, and pop-up booths operated by the Company

A valid order number, official receipt, platform order reference, or event proof of purchase is required. Purchases made through unauthorized sellers, third-party resellers, or unverified pages are not covered.

13.3 Warranty Does Not Apply To

Warranty is void and will not be granted for:

• Damage caused by misuse, mishandling, dropping, improper storage, or incorrect operation
  
  
• Water or liquid damage, corrosion, or exposure to moisture
  
  
• Tampering, unauthorized repair attempts, or modification of the device
  
  
• Using incompatible or third-party parts, chargers, or accessories (when applicable)
  
  
• Normal wear and tear or cosmetic issues that do not affect function
  
  
• Issues caused by failure to follow the instruction manual or safety guidelines

13.4 Consumables and Hygiene-Sensitive Products

Consumables and hygiene-sensitive items are not covered by warranty once opened, including:

• Cartridge needles and similar consumables
  
  
• Skincare products (soaps, serums, gels, lotions)

Exceptions apply only for items that arrive defective, damaged, missing, or incorrect, subject to the claim window and proof requirements.

13.5 Device Not Working Upon Receipt

If a device arrives not functioning properly upon first use, you must file a claim within 48 hours of delivery and provide:

• Continuous unboxing video from sealed parcel to product reveal
  
  
• Video showing the issue (device not powering on, malfunction, error)
  
  
• Order number and proof of purchase

13.6 Warranty Resolution

If a warranty claim is approved, the Company will provide the appropriate resolution based on assessment:

• Troubleshooting support
  
  
• Repair (if applicable)
  
  
• Replacement unit or parts (if applicable)

Refunds are not the default warranty resolution and may be offered only when replacement or repair is not feasible.

13.7 Shipping for Warranty Claims

• If verified as a manufacturing defect within warranty, the Company will provide instructions for return or verification when required.
  
  
• Shipping responsibility may vary depending on the case and location. The Company will confirm the process after assessment.

14. Shipping-Related Acknowledgment (Affects Refund Eligibility)

By placing an order, the customer acknowledges and agrees that:

• Shipping timelines shown on the website are estimates and may change due to courier operations, weather, volume spikes, address issues, holidays, or other events beyond the Company’s control.
  
  
• Tracking updates provided by the courier are the primary reference for shipment status.
  
  
• Once an order is dispatched, shipping fees are service fees paid to the courier and are non-refundable.
  
  
• The Company is not liable for delays, holds, or delivery interruptions caused by the courier, local authorities, or circumstances outside the Company’s control.
  
  
• For international orders, the customer is responsible for confirming that the products are allowed in the destination country and for coordinating directly with local customs or the courier regarding clearance requirements, taxes, duties, and any import fees.
  
  
• If a parcel is returned to the sender, refused, abandoned, or not released due to customs issues, non-payment of duties, incorrect address, or lack of customer response, the order may not qualify for a full refund and may be subject to outbound and return shipping charges.
  
  
• For full details, refer to the Company’s Shipping Policy, which forms part of this Refund and Return Policy.

This Return and Refund Policy may be updated without prior notice; the version posted at time of order applies.

 

Cancellation Policy

(Local and International)
Last Updated: February 24, 2026

At Derma Roller Philippines (the “Company”), we aim to provide a seamless service to our customers. This Cancellation Policy explains when orders may be canceled or changed. By placing an order, you agree to the terms below.

C1. Unpaid Orders

Unpaid orders may be canceled without penalty by notifying the Company as soon as possible through official channels.

C2. Paid Orders

Paid orders are considered confirmed and may only be canceled before the order is packed or dispatched.

If a cancellation request is made before packing/dispatch, the Company may review the request, but approval is not guaranteed.

If the order has already been packed, dispatched, or assigned a tracking number, cancellation is no longer allowed and the Shipping and Refund Policies apply.

C3. Order Changes and Address Corrections

Requests to modify items, quantities, or shipping details must be submitted as soon as possible and are only possible before packing/dispatch.

Requests submitted after the order is packed or dispatched may be denied.

The customer is responsible for providing accurate shipping details at checkout.

C4. Cash on Delivery (COD) and Failed Delivery

For COD orders, customers must be available to receive and pay for the parcel upon delivery.

If a COD parcel is refused, repeatedly missed, returned to sender, or fails delivery due to incorrect address or lack of customer response:

• Outbound shipping fees remain non-refundable, and
  
  
• Reshipment fees may apply.

Accounts with repeated COD refusals or failed deliveries may be restricted from future COD transactions or purchases.

C5. Same-Day Delivery Orders

Same-day delivery orders cannot be canceled once processed or dispatched.

Processing and delivery fees for same-day delivery services are non-refundable once the order is arranged with the courier.

C6. Pre-Orders and Backorders (If Applicable)

For pre-order or backorder items, estimated dispatch dates are provided as guidance and may change due to supplier or operational factors.

Cancellation is only possible before the order is processed for dispatch. Once packed or dispatched, cancellations are no longer allowed and the Shipping and Refund Policies apply.

C7. Fraudulent, Bogus, or High-Risk Transactions

The Company reserves the right to cancel or hold orders flagged as fraudulent, bogus, abusive, or high-risk, including cases that require identity or payment verification. These actions are taken to protect the Company and customers.

C8. Chargebacks and Payment Disputes

Customers agree to contact the Company through official support channels first to attempt resolution before filing any chargeback, payment reversal, or “unauthorized transaction” dispute.

If a chargeback or dispute is filed, the Company reserves the right to submit evidence to the payment provider or platform, including order details, customer communications, packing records, delivery confirmations, courier tracking, and any proof required under Company policies.

Accounts associated with repeated chargebacks, dispute abuse, or fraudulent claims may be restricted from future transactions.

C9. Marketplace Orders (Shopee, Lazada, TikTok Shop)

Orders placed through Shopee, Lazada, or TikTok Shop follow the platform’s cancellation and order management rules. Customers must process cancellation requests through the platform order center.

C10. Refunds for Canceled Orders

Refunds for approved cancellations are subject to the Company’s Refund, Return, and Warranty Policy.

If a refund applies, it will be processed within 15 to 30 business days after approval (excluding bank or payment provider processing times), depending on the payment method used.