Refund and Returns Policy

We know from time to time you might not be happy with a product you’ve bought from Dermstore. We want to make sure the process is as easy as possible and we have a dedicated customer services team ready to help you if you wish to make a return. Please follow our simple step by step guide below.

Step 1

The easiest way to get in touch is through Live Chat. You can also reach us by email: support@asahara.com.my

Step 2

Chat to one of our advisors. We will need your order number which can be found in your order confirmation email. Please note we cannot refund unwanted items unless they are returned unopened.

Step 3

We will require videographic evidence if you are returning a damaged item or if something has gone wrong with the item. Please have this ready before speaking to an advisor.

Step 4

You will need to post your item back to us. Please note, shipping costs are only covered if there is a problem with your order.

Step 5

Once an advisor has registered your return, we will send you a pre-paid returns label to your email address.

Step 6

Mail your return package. If a refund has been requested, this will be completed within 14 days of us receiving the package.

Refund

When will I receive my refund?
We’ll send you an email once your refund has been processed. After receiving this email, your refund should appear in your account within 5 business days. 
If you don’t see your refund within 10 business days since you received our email, please contact our Customer Service team.

I didn’t receive a full refund on my return. Why?
At Asahara we work hard to get you your money fast, however in order to get returns processed quickly we do charge fees for packages that slow us down.