Effective Date: September 09, 2025

This Policy explains when and how customers (“you”) can request returns, replacements, or refunds for purchases made on BookaDerma Marketplace. BookaDerma is a platform: except where expressly stated on a listing, the Seller (licensed third-party pharmacy/merchant) is the seller of record and responsible for product compliance, quality, and fulfillment. BookaDerma facilitates customer support and resolution.

1) What’s eligible

• Damaged on arrival (DOA) — item visibly damaged or leaked upon delivery.

• Defective / non-functioning — device/accessory does not work as described.

• Wrong item/variation — incorrect product, quantity, or variant shipped.

• Expired on receipt — product received past expiry date.

• Missing items — part(s) of a multi-item order not received.

• Product recall / safety notice — as instructed by FDA/DOH/manufacturer.

If an issue is confirmed, remedies may include replacement, repair (for devices), or refund under the Consumer Act (RA 7394).

2) What’s not eligible (for health & safety)

• Prescription (Rx) medicines once dispensed/shipped.

• Opened/used OTC medicines, dermacosmetics, skincare, and personal care items.

• Temperature-sensitive/cold-chain items after successful delivery (e.g., biologics), if spoiled due to customer unavailability or mishandling.

• Change-of-mind or dislike of scent/texture/color.

• Clearance/final-sale items (unless DOA/defective/wrong/expired on receipt).

Exceptions apply where required by law (e.g., defective, damaged, wrongly delivered, expired on receipt, or subject to recall).

3) Time windows to report an issue

• Damaged/DOA, missing items, wrong item: within 24 hours of delivery.

• Defective (non-DOA) devices/accessories: within 7 days of delivery.

• Expired on receipt: within 24 hours of delivery.

• Recall/safety notice: as specified in the recall notice.

Important: take clear photos and an unboxing video showing the parcel label, packaging, and product condition. We cannot process a refund without this.

4) How to request a return/refund

Email support@bookaderma.com with:

1) Order number and delivery date,

2) Issue description, and

3) Evidence (photos/videos; for Rx issues, include the prescription page obscuring sensitive details except name/date/med).

Process:

• We open a case and coordinate with the Seller.

• If eligible, we issue a Return Merchandise Authorization (RMA) and return instructions or a scheduled pickup.

• Package the item securely with all original packaging, inserts, and accessories.

• On receipt, the Seller inspects and reports the decision; BookaDerma then processes the remedy.

5) Who pays for return shipping?

• Seller-fault (DOA/defective/wrong/expired on receipt/recall): Seller covers return shipping (or we arrange pickup).

• Ineligible or customer-fault returns: return may be rejected; if accepted as an exception, customer covers shipping and any fees.

6) Inspection & decisions

Returns are accepted after inspection confirms the claim. If the product is not defective or returned incomplete (missing parts/manuals/freebies), the return may be rejected or partially refunded. Tamper-evident seals broken on Rx/OTC products generally void eligibility unless required by law (e.g., DOA/recall/expired on receipt).

7) Refunds, replacements, and timelines

• Refund method: to your original payment method only.

• Timing: after Seller confirmation and check-in at the warehouse, typically 5–14 Philippine banking days (payment providers may vary).

• Replacements: dispatched after approval; timelines depend on stock availability.

• Repairs (devices): if covered by manufacturer warranty, we may route you to the authorized service center.

8) Non-delivery, RTS, and temperature-sensitive items

If delivery fails due to incorrect address or recipient unavailability, the parcel may be Returned to Sender (RTS). For cold-chain items, if the parcel spoils because delivery could not be completed (e.g., repeated failed attempts), refunds may not be possible for safety reasons. For non-perishable items returned RTS, we may refund minus shipping/handling costs once the item is received back in good condition.

9) Counterfeit & safety concerns

We prohibit counterfeit products. If you suspect a product is counterfeit or unsafe, contact support immediately with evidence. We will investigate with the Seller/manufacturer and, if confirmed, arrange a refund/replacement and cooperate with regulatory reporting.

10) Documentation we may require

• Photos/videos of the parcel, product, defects, and batch/lot/expiry details

• Delivery receipt or courier status

• For Rx matters: prescription (with sensitive data minimized), and any pharmacist notes relevant to dispensing

11) Our marketplace role

Except where BookaDerma is explicitly listed as the seller, the Seller is responsible for product quality, storage (including cold chain), labeling, batch/expiry control, and recalls. BookaDerma facilitates the process and may, at its discretion, advance refunds or replacements and recover from the Seller.

12) Legal notes (Philippines)

Your statutory rights under the Consumer Act (RA 7394) remain. Remedies may include refund, replacement, or repair for covered defects/non-conformities. Personal data used in the returns process is handled per our Privacy Policy (RA 10173/NPC). Electronic records/consent comply with RA 8792 (E-Commerce Act).

13) Changes to this Policy

We may update this Policy. Changes take effect upon posting with a new effective date. Material changes will be highlighted on the Site.

14) Contact

Questions or to start a return: support@bookaderma.com