Refund policy
Standard Returns Terms
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 intact. 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 (e.g. 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 (e.g. 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. Please ensure products are protected & 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 deducted 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 requesting 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. 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.
Additional Returns Terms
In addition to our standard returns terms there may be other reasons that an item(s) needs to be returned. The sections below provide more information on returns for the following:
- Damages / Shortages / Incorrect Products
- Faulty Products
- Product Sensitivity / Reactions
- Refused / Undeliverable Packages
Please note, in order to investigate any claims of faulty or damaged products, we will usually require the product and related packaging to be returned to The Derma Company. To help support your claim please take any relevant photos of the outer packaging (must include an image of the shipping label) & their contents upon arrival.
If there are any items missing from your package, you must inform us within 14 working days in order for us to check the current inventory total weight of the package to corroborate this. Any notification of missing items after this time will no longer be eligible for re-despatch / refund.
Damages / Shortages / Incorrect Products
We do our very best to check all items before despatch to make sure that they are of the highest quality; however, in some cases due to security seals we are unable to confirm that the item is going to function correctly.
Please inspect goods fully on receipt, including any packaging materials as some small items may be wrapped in the same style paper packaging used to fill empty voids in the package. Any damages / shortages / incorrect products must be reported to The Derma Company — please get in touch within 14 days (includes weekends) from receipt of goods, with full details of the issue, along with photographs of all packaging and contents. Please remember to include your full name & order number so that we can service your request as quickly as possible. Failure to supply the photographic evidence within 14 days of receipt of your order may result in a claim being unable to be processed.
If a return / refund / replacement / exchange is required, The Derma Company will provide full details on this process during email correspondence. This process may involve completing a Non-Receipt of Goods Declaration Form.
Once we have received the faulty / damaged item, a refund or replacement will be issued as quickly as possible. The shipping fees for this replacement will be free of charge. If you opt for a refund for faulty / damaged goods, we will refund the cost of the product, excluding any shipping fees paid.
In order to process a refund or replacement for items that have been damaged in transit, these must be returned to our warehouse. We can provide a freepost returns label or arrange a collection of the damaged items, but in order for the courier to handle the package through their network this must be re-sealed or re-packaged so that any items will not leak through to the outside of the box / bag. Failure to secure the package will mean that the courier will not accept the collection.
The Derma Company cannot accept responsibility for damages / shortages / incorrect products reported after the stated 14 day period. Please note opting to have your package left in a safe-place such as a porch, garage or with a neighbour may forfeit your right to make a claim for a missing package or missing items.
Faulty Products
If you believe that an item you have received is faulty please report this to The Derma Company straight away — get in touch with detailed information on the issue.
Returns for faulty products are reviewed on a case-by-case basis and the outcome of the return eligibility is at the discretion of the Customer Care Team.
Please note you must inform The Derma Company of any faulty goods within 14 days of receipt of your order.
Airless Pump Products
If you have received a vacuum-sealed airless pump product that is either brand new or you believe that there is more liquid inside but it is not dispensing, it is possible that there may be an airlock. In most cases this can be quickly fixed at home allowing you to continue to use your product straight away.
Please follow these steps to try to get your product dispensing again:
- Hold your finger over the end of nozzle and pump around 20 times; this primes the product. If the product is still not dispensing go to step 2.
- Turn the product upside down. On the bottom of the product there will usually be 1 or 2 tiny holes (depending on the brand these can be in the centre or near the edge).
- Fold open a paperclip and insert into the bottom of the product (you may need to push this around 1–2 cm inside the bottle). This can release the disc at the bottom of the internal chamber that can become lodged at the bottom. Push upwards inside the product and pump to dispense.
If you are unable to achieve the product dispensing properly please get in touch so we can arrange a replacement to be issued.
Product Sensitivity / Reactions
If you are experiencing any sensitivity with the products purchased from The Derma Company, we would initially advise to pause using the product and get in touch with our Customer Care team.
In most cases we will be able to advise you how to integrate the product back into your skincare regime. In the unlikely event that we are unable to find a resolution we may advise to discontinue use of the product temporarily or permanently.
The Derma Company is usually unable to accept the return of any used items; however, some of our skincare brands do offer the ability to complete a reactions form and we may then be able to accept the return and offer a partial or full refund for the item(s).
Depending on the issue with the item, you may be required to complete a comprehensive Product Reaction Form, and any item(s) in question might be sent back to the manufacturer for thorough testing. This form must be fully completed & included in your return.
Please take photos of the reaction over the course of the days the irritation is present and after the skin has calmed down. This will help us investigate the reaction you have experienced and also help us prevent others possibly experiencing a similar irritation.
If a return is accepted on the basis of reaction the item must be received back within 7 days. After this time the returns window will be closed and the item will no longer be eligible for return.
Please note: It is the customer’s responsibility to patch test any new product prior to use. Always check compatibility of any purchased products with other products / treatments you may be having that could affect results.
Refused / Undeliverable Packages
When we despatch orders to the UK, DPD will offer 2 delivery attempts as standard before returning the package to the sender.
If your parcel has been returned to The Derma Company due to an incorrect delivery address being provided or multiple failed delivery attempts, a re-delivery fee will be charged.
The cost for re-delivery is as follows: UK Mainland – £5.00, UK Offshore – £10.00, Ireland – £15.00; for all other locations this will be a repeat charge of the fee originally paid.
If a package is returned to us we aim to get in touch within 2 working days to request how you wish to proceed.
If you choose to cancel the order in this instance, instead of re-delivery, we will offer a refund for the items purchased minus the original shipping fee (if applicable). A processing fee of £10 will also be deducted to cover the cost of postage materials, transaction fees & processing the return.