Refund policy
At Derma Exchange, we want you to feel confident when shopping with us. If your order does not meet your expectations, we offer a straightforward 30-day return and exchange policy for eligible products.
This policy explains when you can return or exchange an item, how to arrange a return, and when you can expect your refund.
1. Return Eligibility
We accept returns for both defective and non-defective products, provided the following conditions are met:
- The product must be new and unused.
- The return request must be made within 30 days of receiving your order.
- The product should be returned in its original condition and packaging where applicable.
- Items that do not meet the return conditions may not be eligible for a refund or exchange.
If you have received a defective or incorrect product, please contact our support team as soon as possible so we can assist you.
2. How to Request a Return
To start a return, please contact us using the details below:
Email: support@dermaexchange.com
Phone: +44 330 043 1833
Please include your order details and briefly explain the reason for your return. Our team will provide the necessary return instructions.
Return Method
Returns are accepted by mail.
Once your return has been approved, you can download and print the return label provided for your return.
Return shipping label: Free
There are no restocking fees for eligible returns.
3. Exchanges
We accept exchanges for eligible products.
If you would like to exchange an item, please contact us within 30 days of receiving your order. The product must be new and meet our return conditions.
Our support team will guide you through the exchange process.
4. Refunds
Once your returned product has been received and processed, your refund will be handled according to the applicable return conditions.
Refund processing time: Up to 7 days
Refunds will be processed after the return has been reviewed and approved.
If you have any questions about the status of your refund, please contact our support team.
5. Order Cancellation
If you need to cancel an order, please contact us within 1 hour of placing the order.
After this period, your order may already be in the processing stage and cancellation may no longer be possible. If the order has already been processed or shipped, you may instead use our standard return process where applicable.
6. Return Address
All approved mail returns should be sent to:
Derma Exchange Ltd.
37 Falshaw Way
Manchester, M18 7TJ
United Kingdom
Please contact us before sending a return so that we can provide the appropriate return instructions.
Contact Us:
Business Address:
37 Falshaw Way, Manchester, M18 7TJ, UK
Email:
support@dermaexchange.com
Phone:
+44 330 043 1833
Business Hours:
Monday – Friday | 09:00 AM – 05:00 PM (GMT+00:00) (London)