In the unlikely event that you are not completely satisfied with your purchase, please contact customer service in order to arrange the return of your item. You will be provided with a returns reference number. Our standard returns window is open for 14 days from the date of receipt of your order (from the day you receive your good not from when your order is placed). After this time we are unable to accept your return request, unless a product has become faulty within a few weeks of use.
If a product has been received damaged we must be informed during this returns window of 14 days (including weekends).
Email Us, please remember to include your full name & order number so that we can service your request as quickly as possible.
All items returned must be in saleable condition, must be in its original packaging, unopened, undamaged & unused. If a factory seal is present this must be in-tact. If the product does not meet these requirements the product will no longer be eligible for return, refund or exchange.
If an item(s) is returned to us and it has been used / opened / is not in a resalable condition (eg damaged packaging), we will be in contact to request how you would like to proceed. You will then have the option for us to dispose of the item(s) or have this returned to you, at the cost of shipping service to your location.
We do not offer a free returns service in most cases (eg but not limited to: change of mind, incorrect product purchased, not arrived in time etc) so the item(s) will be returned at your own risk & expense. It is your responsibility as the customer to ensure the safe return of the parcel, we therefore recommend that you return your items via a tracked delivery service. Please ensure that a completed returns slip is inside the package. We are not liable for returns that may go missing or are damaged in transit. So please ensure products protected & are sealed sufficiently. This does not affect your statutory rights.
If your order qualified for a free gift, this must also be returned before your refund or replacement can be processed. Otherwise the value of the gift will be deducts from the refund applicable.
Once the item(s) have been received & checked we will refund the cost of the item(s) excluding any shipping fees paid. Returns must be received within 14 days of receipt of your order being delivered.
If a free returns form has been issued, please ensure you keep a copy of this until your return has been processed. We recommend requested a proof of posting when returning item(s).
Once a refund has been issued you will receive a confirmation email detailing the amount that has been refunded, and the item(s) that we have received back. A refunds can only be processed via the original payment method used when placing your order.
We aim to process all returns as quickly as possible and you should receive confirmation of this within 2 working days of the package being delivered back to The Derma Company.
All orders are processed in GBP (Great British Pounds) and refunds will be made in the same currency GBP. The Derma Company cannot be held responsible for any exchange rate charges on foreign orders at the point of processing a refund. This is the responsibility of your bank or credit card processing company.