Product Guarantee and Complaints Procedure

You can submit your complaints and requests for reviews regarding DERMALU products through the contact/complaint form on our website or via our published customer contact email address .Applications submitted through both channels will be subject to the same evaluation process.For the application to be properly evaluated, all necessary information and documents must be submitted completely.

Your application must include the following information:First and last nameContact InformationProduct nameLot/batch numberPurchase dateinvoice or receiptA clear statement of the complaint.Product and packaging photos, if possible.Additional information may be requested if any required information or documents are missing. The evaluation period begins after all necessary information and documents have been completed.An invoice or receipt is required under this procedure to verify the purchase transaction. This requirement does not negate the consumer's rights under mandatory legislation.

Depending on the nature of the application, DERMALU may request that the product and its packaging be sent for physical inspection.Especially;changes in color, smell, or consistency,product separation,Suspicion of quantity or filling,packaging or pump problem,physical performance complaint,Some reactions reported after useIn such cases, a physical inspection of the product may be necessary.The product is not considered defective or faulty until the inspection is complete.During the initial assessment of the application, a physical inspection is required, and if the application is deemed reasonable, DERMALU may organize or cover the shipping costs for sending the product for inspection.It is recommended that the product and its packaging be preserved as much as possible, that the lot number be legible, and that the remaining part of the product be kept in a condition suitable for inspection.

During delivery, the outer packaging;markedly crushed,torn,opened,wet orexposed to product leakageIf this is observed, it is recommended not to accept the package and return it to the delivery person .If possible, a damage report should be prepared and photographs of the package should be taken.If the damage is only noticed after the package has been opened, the product and its outer packaging should be kept and DERMALU should be contacted as soon as possible, along with photographs.

If an unexpected skin reaction occurs after using DERMALU, discontinue use of the product.It is recommended that the following information be included in the application, if possible:The date the reaction started,how long and how often the product has been used,applied area,other care or cosmetic products used during the same period,Product lot/batch number,Photographs of the reaction, if possible.It is recommended to consult an appropriate healthcare professional in case of a significant, severe, widespread, or persistent reaction.DERMALU's complaint evaluation process is not a medical examination, diagnosis, or treatment service.A skin reaction report alone does not mean the product is defective or faulty; the report will be evaluated taking into account the product, its intended use, lot information, and other characteristics of the application.

If the product is found to be defective as a result of the inspection, the consumer's optional rights arising from the applicable legislation are reserved.Depending on the nature of the product and the specific circumstances, the consumer may choose between an exchange for a defect-free product or a refund, to the extent appropriate.If a refund is approved, the payment will be made to the payment method used at the time of purchase, where possible.For card payments, the relevant card will be credited.For payments made via bank transfer/EFT, the amount will be transferred to the applicant's bank account.The refund will be processed.The time it takes for the amount to be reflected in your account may vary due to processing times at your bank or payment service provider.

In distance selling, consumers have the right to withdraw from a purchase under the conditions stipulated in the current legislation.Products that are undamaged and in their protective packaging with no opening can be returned under the terms of the right of withdrawal.For products that are unsuitable for return due to health and hygiene reasons, exceptions to the right of withdrawal may apply if the protective packaging, tape, seal, or similar element of the product has been opened.This situation does not affect legal rights regarding defective products.

When evaluating the product, the following factors may be considered as user-related or inappropriate usage/storage conditions:Storing the product in a manner contrary to the specified storage conditions,exposure to direct sunlight or extreme temperatures,Exposure to moisture or unsuitable environmental conditions,Physical damage to the packaging by the user,transferring the product to another container,mixing another substance or product with the product,Use that is clearly contrary to the instructions for use,If applicable, exceeding the stated expiration date,Exceeding the 12M usage period stated on the packaging after the product has been opened.The presence of any one of these conditions does not automatically mean the application will be rejected. Each application will be assessed on its own merits.

Once DERMALU receives all necessary information and documents, the application will be pre-evaluated within a maximum of 7 business days , and the applicant will be informed about the process.In cases requiring physical, technical, or manufacturing-related review, DERMALU's internal process objective is to finalize the application as quickly as possible, and as a rule , within 21 business days at the latest .This period does not extend any shorter or mandatory periods stipulated in the current legislation in favor of the consumer.This procedure does not eliminate or restrict the consumer's rights arising from the Consumer Protection Law No. 6502 and related legislation.