Refund policy

Return & Refund Policy

At Dermatic, we stand behind the biomechanical engineering of our products and want you to be completely confident in your purchase. Eradicating a deep-rooted nail infection is a biological process that requires consistency, not overnight miracles. Please read our policy carefully to understand your rights and our exact requirements for returns and refunds.

1. The 90-Day "Clear Base" Growth Guarantee

We are confident in our product's delivery system, which is why we offer a 90-Day "Clear Base" Growth Guarantee.

The Biological Reality: Because human toenails grow at an exceptionally slow, measurable rate of approximately 1.0 to 1.5 millimeters per month due to their nature as pressure points on the body, the physical expulsion of the dead, infected nail tissue strictly dictates the timeline of success. A mandatory 6 to 12-month protocol is physically required to replace the entire infected nail plate from the proximal cuticle down to the distal free edge.

Therefore, we do not promise a completely new, 100% clear nail in 90 days. Instead, our guarantee ensures that after 90 days of strict, consistent use, you will see visible, clear, and healthy new nail growth emerging from the base (the cuticle).

If you have met the usage requirements and do not see this clear baseline growth after 90 days, you are eligible for a full refund.

To qualify for this guarantee, you must meet all of the following criteria:

• Consistent 2x Daily Use: The formulation must be applied twice daily (2x/day) using the mechanical pen applicator for the full 90-day period.
• Sufficient Supply: You must have purchased a sufficient quantity of the Dermatic™ Maximum Strength Antifungal Pen to sustain 90 days of continuous, twice-daily use.
• Photographic Proof: You must provide clear, timestamped photos demonstrating the lack of healthy new growth at the base of the nail. This requires a baseline "before" photo taken on Day 1, alongside progress photos taken at Day 30, Day 60, and Day 90.
• Return of Items: You must return the physical products (including empty pen applicators) to us.

If your request is approved under this guarantee, your refund will be completely hassle-free. We will provide a prepaid shipping label to cover the return shipping costs.

2. 30-Day "Change of Mind" Returns

If you order the wrong item or simply change your mind, we accept returns within 30 days of your purchase date.

• Condition: The item must be strictly unused, unopened, and in its original, undamaged packaging. Due to strict health, safety, and hygiene standards regarding fungal infections, we cannot accept change-of-mind returns for products that have been opened, used, or removed from their original packaging.
• Fees: A 20% restocking and handling fee will be deducted from your final refund amount.
• Shipping Costs: The customer is responsible for all return shipping costs associated with a change-of-mind return.

3. Damaged or Faulty Items

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. If your item arrives damaged or is structurally faulty, please contact us immediately so we can resolve the issue rapidly.

4. How to Initiate a Return

To start any return or refund request, please email our support team at Support@TryDermatic.com.

Please ensure your email includes:

• Your full name and order number.
• The specific reason for your return.
• All required timestamped photographic proof (if claiming the 90-Day "Clear Base" Growth Guarantee).

Our team will review your request and reply with the next steps, including the correct return shipping address and a prepaid shipping label if your return falls under our 90-Day Guarantee.

5. Refund Processing Time

Once your returned items are received at our facility, please allow 5 to 10 business days for our team to inspect the product and process your refund. Approved refunds will be automatically credited back to your original payment method. Depending on your bank or credit card provider, it may take additional time for the funds to officially post to your account.