Returns Policy

At Dermathetics, we are committed to ensuring your satisfaction with our high-quality skincare products. If you are not completely happy with your purchase, we offer the following returns policy, which applies to all products purchased on our website. This policy complies with UK consumer rights laws and includes measures to protect our business from potential abuse.

1. Right to Cancel (Distance Selling Regulations)

• For orders placed online, you have the legal right to cancel your order within 14 days of receiving the goods under the UK Consumer Contracts Regulations 2013.
• To cancel, contact our customer service team at 0207 362 0839 and return the goods within 14 days of cancellation.
• We will refund the full purchase price, including standard delivery costs, within 14 days of receiving the returned goods.
• This right applies to both opened and unopened products, provided they are returned in a resellable condition.

2. Returns for Unopened Products

• We accept returns for unopened products in their original condition within 21 days of purchase.
• A £6 shipping and handling fee will be deducted from the refund.
• Proof of purchase, such as your order number or receipt, is required.

3. Returns for Opened Products

• Refunds may be considered for opened products that are unsuitable for your skin type or cause an adverse reaction.
• You must provide photographic evidence of the reaction or a detailed description of why the product is unsuitable.
• Each case will be reviewed individually, and refunds may be partial or full.
• We reserve the right to deny refunds for opened products if they do not meet these conditions.

4. Exclusions

• Sale items, personalised products, and products with broken hygiene seals are not eligible for return, except in cases where the product is faulty.
• We reserve the right to refuse refunds for products not returned in accordance with this policy.

5. Return Process

• To initiate a return, contact our customer service team at 0207 362 0839 or email [email protected] within 21 days of receiving your order.
• Provide your order number, the reason for return, and any relevant evidence (e.g., photos of an adverse reaction).
• We will issue a return authorization number and provide instructions for returning the product.
• The customer is responsible for the cost of returning the product, unless the return is due to an error on our part (e.g., faulty or incorrect product).
• Products must be returned in their original packaging, with all seals, labels, and accessories (e.g., pumps or applicators) intact where applicable.

6. Refund Process

• Once we receive and verify your return, we will process your refund to the original payment method.
• Refunds for unopened products will be issued minus the £6 shipping and handling fee.
• For opened products, additional fees may apply depending on the reason for return.
• Refunds will be processed within 30 days of receiving the returned product.

7. Statutory Rights

• This policy does not affect your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
• If a product is faulty or not as described, you are entitled to a full refund, repair, or replacement, regardless of this policy.

8. Abuse Prevention

• We reserve the right to limit or deny returns from customers with a history of excessive returns or who we suspect are abusing our returns policy.
• Returns that do not meet the criteria outlined in this policy will not qualify for a refund.

9. Policy Updates

We reserve the right to update this returns policy at any time. The version in effect at the time of purchase will apply to your return.

Important Notes

By purchasing from Dermathetics, you agree to abide by this returns policy.

For hygiene reasons, opened products may not be eligible for return unless there is clear evidence of an issue (e.g., adverse reaction or unsuitability for skin type).

This policy is designed to balance customer satisfaction with the need to protect our business from abuse.