Refund policy
DERMA EXCHANGE LTD
RETURNS, REFUNDS AND CANCELLATION POLICY
Effective Date: 9/07/2026
Last Updated: 9/07/2026
1. Introduction
At Derma Exchange Ltd, customer satisfaction is extremely important to us. We are committed to providing authentic, high-quality skincare products together with excellent customer service.
This Returns, Refunds and Cancellation Policy explains your rights when purchasing products or booking services through www.dermaexchange.com.
This Policy forms part of our Website Terms & Conditions.
Nothing within this Policy affects your statutory rights under UK consumer law.
2. Company Information
Derma Exchange Ltd
Company Number: 17331624
Trading Address
37 Falshaw Way
Manchester
M18 7TG
United Kingdom
Telephone
0330 043 1833
Website
3. Our Commitment
We aim to ensure that every customer receives:
- authentic products;
- safely packaged goods;
- prompt delivery;
- transparent refund procedures;
- fair treatment;
- efficient complaint resolution.
Where problems occur, we will work with you to resolve them as quickly as possible.
4. Your Consumer Rights
If you are purchasing as a consumer within the United Kingdom, your statutory rights are protected by, among other legislation:
- Consumer Rights Act 2015
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- Consumer Protection from Unfair Trading Regulations 2008
Nothing in this Policy limits those statutory rights.
5. Cancelling Your Order Before Dispatch
You may cancel your order at any time before it has been dispatched.
To cancel your order, please contact us immediately:
Email:
Telephone:
0330 043 1833
If your order has not yet been dispatched, we will cancel the order and issue a full refund to your original payment method.
6. Consumer Right to Cancel After Delivery
Under the Consumer Contracts Regulations 2013, you generally have the right to cancel your purchase within 14 calendar days of receiving your goods without giving any reason.
To exercise this right, you must notify Derma Exchange Ltd within the cancellation period by email or in writing.
You then have a further 14 days to return the goods to us.
Refunds will normally be processed within 14 days of receiving the returned goods or satisfactory evidence that they have been returned.
7. Products That Cannot Be Returned
For reasons of health protection and hygiene, certain products cannot be returned if they have been opened, unsealed or used.
These include:
- opened skincare products;
- opened cosmetic products;
- products with broken hygiene seals;
- products that have been partially used;
- personalised products;
- products manufactured specifically for you.
This restriction is permitted under Regulation 28 of the Consumer Contracts Regulations 2013.
8. Prescription-Only Products
Prescription-only skincare products supplied following an individual clinical assessment are exempt from the standard cancellation rights where they have been dispensed specifically for you.
Prescription products cannot normally be returned unless:
- supplied in error;
- damaged on arrival;
- faulty;
- recalled by the manufacturer;
- otherwise required by law.
This restriction exists to protect patient safety.
9. Faulty, Damaged or Incorrect Products
If your order arrives:
- damaged;
- faulty;
- incomplete;
- incorrect;
- or appears to have been tampered with,
please contact us as soon as possible and preferably within 48 hours of delivery.
Please provide:
- your order number;
- photographs of the product;
- photographs of the packaging;
- a description of the issue.
Where appropriate, we will arrange:
- replacement;
- repair (where applicable);
- refund;
- collection of the item.
You will not be responsible for return postage where the error is ours or the product is faulty.
10. Allergic Reactions
Although our products are carefully selected, individual skin reactions cannot always be predicted.
Customers should:
- read ingredient lists carefully;
- follow product instructions;
- perform a patch test where recommended;
- discontinue use if irritation occurs.
Refunds will not normally be provided solely because a product is unsuitable for your skin where the product is not faulty and has been supplied as described.
This does not affect your statutory rights where a product is defective.
11. How to Return Products
Before returning any item, please contact Customer Support.
Email:
Please include:
- order number;
- full name;
- description of the issue;
- reason for return.
Where a return is authorised, we will provide instructions for returning the item.
Products should be securely packaged to prevent damage during transit.
12. Condition of Returned Goods
Unless the return relates to a faulty or incorrect product, returned items should be:
- unused;
- unopened where hygiene requirements apply;
- in their original packaging;
- complete with any accessories or inserts;
- in a resaleable condition.
Failure to return products in an appropriate condition may result in a reduction of any refund where permitted by law.
13. Return Postage Costs
If you are exercising your right to cancel under the Consumer Contracts Regulations, you are generally responsible for return postage costs unless we have agreed otherwise.
Where the return results from:
- our error;
- damaged goods;
- faulty goods;
- incorrect goods,
Derma Exchange Ltd will normally reimburse reasonable return postage costs or provide a prepaid return method.
14. Refunds
Approved refunds will normally be made using the original payment method.
Refunds are usually processed within 14 calendar days of:
- receiving the returned goods; or
- receiving satisfactory evidence that they have been returned.
Your bank or payment provider may take additional time to process the refund.
15. Promotional Items
Where products purchased as part of a bundle or promotional offer are returned, any refund will be calculated fairly to reflect the promotional pricing applied.
Free gifts supplied with qualifying purchases may also need to be returned where the qualifying purchase is refunded.
16. Gift Cards
Gift cards are non-refundable except where required by law.
Gift cards cannot normally be exchanged for cash.
17. Consultation Cancellations
Virtual consultations may be cancelled or rescheduled by contacting us before the scheduled appointment.
Where consultation fees apply:
- cancellations made at least 24 hours before the appointment will normally receive a full refund or free rescheduling;
- cancellations with less than 24 hours' notice may be subject to a cancellation charge;
- missed appointments without notice ("no-shows") are generally non-refundable unless exceptional circumstances apply.
Where a clinician cancels an appointment, you will be offered either:
- a full refund; or
- a rescheduled appointment at no additional cost.
18. Subscription Orders (If Introduced)
Where subscription services become available, customers may cancel future subscription orders at any time before the next scheduled billing date through their customer account or by contacting Customer Support.
Cancellation will not normally affect orders already processed for dispatch.
19. Fraud Prevention
To protect customers, Derma Exchange Ltd reserves the right to investigate unusual or excessive return activity.
We may decline future orders or returns where we reasonably believe that:
- products are being returned fraudulently;
- products have been intentionally damaged;
- our returns process is being abused.
This does not affect your statutory rights.
20. Chargebacks
If you experience an issue with your order, we encourage you to contact us before initiating a chargeback with your payment provider.
We are committed to resolving genuine issues promptly and fairly.
Where a chargeback is raised fraudulently or without reasonable grounds, we reserve the right to challenge the chargeback and, where appropriate, suspend or close the customer account.
21. Complaints
If you are dissatisfied with any aspect of our Returns or Refunds process, please contact us.
Customer Support
Derma Exchange Ltd
37 Falshaw Way
Manchester
M18 7TG
United Kingdom
Telephone
0330 043 1833
We aim to:
- acknowledge complaints within 2 working days; and
- provide a substantive response within 10 working days, although complex matters may take longer.
22. Changes to This Policy
We may update this Returns, Refunds and Cancellation Policy from time to time to reflect changes in:
- legislation;
- regulatory guidance;
- our products or services;
- operational requirements.
The latest version will always be available on www.dermaexchange.com.
23. Contact Us
For any questions regarding this Policy, please contact:
Derma Exchange Ltd
Company Number: 17331624
37 Falshaw Way
Manchester
M18 7TG
United Kingdom
Telephone: 0330 043 1833
Email: support@dermaexchange.com
Website: www.dermaexchange.com
Version Control
Document Title: Returns, Refunds and Cancellation Policy
Version: 1.0
Document Owner: Director – Derma Exchange Ltd
Review Frequency: Annually or earlier if required by changes in legislation or business operations.