Terms of service
WEBSITE TERMS AND CONDITIONS
PART 1 – INTRODUCTION, DEFINITIONS AND INTERPRETATION
Website Terms and Conditions
Effective Date: 09/07/2026
Last Updated: 09/07/2026
These Website Terms and Conditions ("Terms") govern your access to and use of the website located at www.dermaexchange.com (the "Website"), together with any related services, products, online consultations and communications provided through the Website.
The Website is owned and operated by:
Derma Exchange Ltd
Company Number: 17331624
Registered in England and Wales
Trading Address:
37 Falshaw Way
Manchester
M18 7TG
United Kingdom
Telephone:
0330 043 1833
Email:
support@dermaexchange.com
Website:
www.dermaexchange.com
Throughout these Terms, references to "Derma Exchange", "we", "our" or "us" mean Derma Exchange Ltd.
References to "you", "your" or "customer" mean any individual accessing or using this Website.
1. Purpose of these Terms
These Terms establish the legal agreement between you and Derma Exchange Ltd governing your use of this Website.
They explain:
- how you may use our Website;
- how products may be purchased;
- how virtual consultations may be booked;
- your legal rights and responsibilities;
- our responsibilities to you;
- important limitations relating to clinical advice and prescription-only products.
By accessing or using this Website, you confirm that you have read, understood and agree to be legally bound by these Terms together with our:
- Privacy Policy
- Cookie Policy
- Shipping & Delivery Policy
- Returns, Refunds & Cancellation Policy
- Virtual Consultation Terms
- Prescription Product Policy
- Medical Disclaimer
- Data Retention Policy
These documents form part of the contractual relationship between you and Derma Exchange Ltd.
2. About Derma Exchange
Derma Exchange Ltd operates an online skincare retail platform offering premium skincare products, educational content, virtual consultation booking facilities and related customer support services.
Where available, virtual consultations are delivered by appropriately trained, verified and certified clinicians operating under the clinical governance framework of Health Exchange UK.
Derma Exchange Ltd:
- operates the Website;
- manages online product sales;
- facilitates consultation bookings;
- provides customer support;
- manages payment processing;
- coordinates order fulfilment.
Derma Exchange Ltd does not itself provide medical diagnosis, prescribe medicines or make clinical decisions regarding prescription-only treatments.
Clinical decisions are made independently by authorised clinicians acting under the governance framework of Health Exchange UK.
3. Our Commitment
Our objective is to provide customers with:
- authentic premium skincare products;
- evidence-informed skincare education;
- safe access to qualified clinicians;
- transparent pricing;
- secure online shopping;
- excellent customer service.
We are committed to conducting our business honestly, ethically and in accordance with applicable UK legislation, consumer protection laws, advertising standards and data protection requirements.
4. Clinical Independence
Where a virtual consultation is booked through this Website:
- clinicians exercise independent professional judgement;
- recommendations are based solely upon clinical suitability;
- clinicians are under no obligation to recommend products;
- not every consultation will result in treatment recommendations;
- not every customer will be suitable for prescription skincare.
Neither the purchase of products nor payment for consultations guarantees any particular recommendation or outcome.
5. Nature of our Products
Products available through the Website may include:
- cosmetic skincare products;
- cosmeceuticals;
- medical-grade skincare;
- sunscreens;
- cleansers;
- moisturisers;
- serums;
- treatment products;
- prescription-only skincare (where legally permitted).
Unless specifically identified otherwise, products offered through this Website are cosmetic products intended to improve the appearance or condition of the skin.
They are not medicines and are not intended to diagnose, treat, cure or prevent disease.
Where prescription-only products are supplied, they are made available only following an appropriate clinical assessment by an authorised independent prescriber.
6. No Guaranteed Results
Every person's skin is different.
Individual results vary depending upon factors including:
- genetics;
- age;
- lifestyle;
- medical history;
- skin type;
- adherence to treatment recommendations;
- environmental influences.
Accordingly, Derma Exchange Ltd does not guarantee:
- particular clinical outcomes;
- cosmetic improvements;
- treatment success;
- suitability of products for every customer.
Any testimonials, before-and-after photographs or customer reviews published on this Website represent individual experiences and should not be interpreted as guarantees of future results.
7. Regulatory Compliance
Derma Exchange Ltd is committed to ensuring that information presented on this Website complies, where applicable, with:
- UK Consumer Rights Act 2015;
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
- Electronic Commerce (EC Directive) Regulations 2002;
- UK GDPR;
- Data Protection Act 2018;
- Privacy and Electronic Communications Regulations (PECR);
- UK Cosmetics Regulation (retained Regulation (EC) No. 1223/2009);
- Consumer Protection from Unfair Trading Regulations 2008;
- CAP Code and ASA guidance on cosmetic advertising;
- Google Merchant Center policies;
- Google Shopping policies.
We continuously review our Website to ensure information remains accurate, transparent and compliant.
8. Google Merchant Center Compliance
Derma Exchange Ltd is committed to maintaining a transparent and trustworthy online retail environment.
Accordingly, we undertake to:
- accurately describe all products;
- display genuine pricing;
- maintain accurate stock availability where reasonably practicable;
- publish clear delivery and returns information;
- identify our business correctly;
- provide accessible customer support;
- sell only genuine products sourced through authorised supply chains;
- avoid misleading health or cosmetic claims;
- distinguish clearly between cosmetic products and prescription-only treatments.
Nothing on this Website should be interpreted as making misleading or exaggerated medical claims.
9. Definitions
For the purposes of these Terms:
Account means any customer account created on the Website.
Consultation means a virtual assessment carried out by an appropriately trained, verified and certified clinician operating under the governance framework of Health Exchange UK.
Customer means any individual accessing the Website or purchasing products or services.
Prescription Product means any product that may only lawfully be supplied following assessment and authorisation by an independent prescriber.
Product means any item offered for sale through the Website.
Services means consultation booking, customer support, educational content and related services.
Website means www.dermaexchange.com and all associated webpages.
10. Interpretation
Unless the context requires otherwise:
- words importing the singular include the plural and vice versa;
- headings are included for convenience only and do not affect interpretation;
- references to legislation include any amendments or replacements;
- references to one gender include all genders.
11. Eligibility to Use the Website
By accessing or using this Website, you confirm that:
- you are at least 18 years of age;
- you have the legal capacity to enter into binding contracts under the laws of England and Wales;
- all information you provide is true, accurate and complete;
- you will promptly update any information that becomes inaccurate or out of date;
- you will use this Website only for lawful purposes.
If you are under the age of 18 years, you must not register an account, purchase products or book a virtual consultation without the involvement and consent of a parent or legal guardian.
Prescription-only products will not be supplied to anyone under the applicable legal or clinical requirements.
12. International Customers
Derma Exchange Ltd primarily supplies customers within the United Kingdom.
Orders from outside the United Kingdom may be accepted at our discretion, subject to:
- applicable export restrictions;
- local import laws;
- customs regulations;
- product licensing restrictions;
- shipping availability.
Customers ordering outside the United Kingdom are responsible for ensuring that products may lawfully be imported into their country.
Derma Exchange Ltd accepts no responsibility for customs delays, import taxes, duties or confiscation by overseas authorities.
13. Website Access
We endeavour to ensure that the Website is available twenty-four (24) hours a day.
However, we do not guarantee uninterrupted availability.
Access may occasionally be suspended or restricted for reasons including:
- scheduled maintenance;
- emergency maintenance;
- software updates;
- cybersecurity incidents;
- technical failures;
- telecommunications failures;
- circumstances beyond our reasonable control.
We shall not be liable for any loss arising from temporary unavailability of the Website.
14. Creating a Customer Account
Certain features of the Website may require you to create a customer account.
When creating an account you agree to:
- provide accurate registration information;
- maintain current contact details;
- use your own email address;
- create only one personal account unless authorised otherwise;
- keep your login credentials secure.
We reserve the right to refuse registration where we reasonably believe information supplied is false, misleading or fraudulent.
15. Account Security
You are responsible for maintaining the confidentiality of:
- your username;
- password;
- authentication credentials;
- account activity.
You agree to notify us immediately if you become aware of:
- unauthorised access;
- suspected fraud;
- identity theft;
- compromised login details;
- suspicious activity.
Derma Exchange Ltd shall not be liable for losses resulting from unauthorised use of your account where this arises from your failure to keep your login credentials secure.
16. Accurate Information
You agree that all information submitted through this Website, including consultation questionnaires and order details, will be:
- truthful;
- complete;
- accurate;
- not misleading.
Providing inaccurate or incomplete information may affect:
- product recommendations;
- consultation outcomes;
- prescription decisions;
- delivery;
- customer support.
Where false information has been deliberately provided, we reserve the right to suspend or terminate your account.
17. Customer Responsibilities
When using this Website you agree that you will:
- comply with these Terms;
- comply with all applicable laws;
- use the Website honestly and responsibly;
- treat our staff and clinicians respectfully;
- provide accurate information during consultations;
- follow product usage instructions;
- seek appropriate medical advice where necessary.
Customers remain responsible for deciding whether to purchase recommended products.
Clinical recommendations do not remove your responsibility to read product information and instructions before use.
18. Acceptable Use
You agree that you will not:
- use the Website for unlawful purposes;
- impersonate another individual;
- provide false identity information;
- interfere with Website security;
- upload malicious software;
- introduce viruses, ransomware or harmful code;
- attempt to gain unauthorised access to our systems;
- scrape Website content without permission;
- interfere with other users;
- copy product descriptions for commercial purposes;
- use automated purchasing software unless authorised;
- attempt to bypass security measures;
- submit fraudulent consultation requests;
- harass our employees or clinicians.
19. Prohibited Activities
Without limitation, you must not:
- reverse engineer any software;
- reproduce substantial portions of the Website;
- frame or mirror Website pages;
- create fake customer accounts;
- submit fraudulent payment information;
- exploit pricing errors knowingly;
- purchase products for unlawful resale where prohibited;
- interfere with Website functionality;
- misuse discount codes;
- manipulate reviews or ratings;
- submit false complaints;
- misuse consultation services.
20. User Content
Where you submit:
- reviews;
- comments;
- photographs;
- consultation images;
- before-and-after photographs;
- testimonials;
- questions;
- feedback;
you grant Derma Exchange Ltd a non-exclusive, worldwide, royalty-free licence to use, reproduce and display such content for customer service, quality assurance, legal compliance and marketing purposes, subject to your consent where required by law.
You confirm that:
- you own the content submitted or have permission to submit it;
- it does not infringe third-party rights;
- it is not defamatory;
- it is not abusive or discriminatory;
- it does not contain unlawful material.
We reserve the right to remove user-generated content at our sole discretion.
21. Customer Reviews
Customer reviews published on this Website reflect individual customer experiences.
Reviews:
- do not constitute medical advice;
- do not guarantee results;
- may be moderated to remove offensive or unlawful content;
- may be verified where appropriate.
Derma Exchange Ltd does not publish fabricated customer reviews.
We reserve the right to remove reviews that are:
- false;
- defamatory;
- abusive;
- misleading;
- promotional spam;
- unrelated to our products or services.
22. Website Security
We employ reasonable technical and organisational measures to protect the Website, including:
- encrypted communications (SSL/TLS);
- secure payment gateways;
- firewall protection;
- malware monitoring;
- vulnerability management;
- access controls;
- audit logging.
No internet transmission can be guaranteed to be completely secure.
Customers acknowledge that transmission of information over the internet is undertaken at their own risk.
23. Fraud Prevention
To protect our customers and business, we may undertake fraud prevention measures including:
- address verification;
- payment verification;
- identity verification where appropriate;
- order screening;
- transaction monitoring;
- manual review of unusual orders.
Where fraud is suspected we reserve the right to:
- delay shipment;
- request further identification;
- cancel an order;
- refuse future orders;
- report suspected criminal activity to law enforcement or relevant authorities.
24. Suspension or Termination of Accounts
We may suspend or terminate access to the Website or your account immediately where we reasonably believe that you have:
- breached these Terms;
- committed fraud;
- misused consultation services;
- attempted unauthorised access;
- submitted false information;
- abused our staff or clinicians;
- engaged in unlawful activity;
- attempted to interfere with Website operations.
Termination does not affect any rights or obligations accrued before termination.
25. Intellectual Property and Website Integrity
Nothing in these Terms grants any customer ownership of the Website or its content.
Customers may view Website content solely for personal, non-commercial use.
Unauthorised reproduction, copying, redistribution or commercial exploitation of Website materials is prohibited except where permitted by law or with our prior written consent.
26. Reporting Security Issues
If you identify a suspected security vulnerability affecting the Website, you should notify us promptly by emailing:
We request that suspected vulnerabilities are reported responsibly and not publicly disclosed until they have been investigated.
27. Force Majeure
Derma Exchange Ltd shall not be liable for any failure or delay in providing access to the Website where such failure results from events beyond our reasonable control, including but not limited to:
- acts of God;
- fire;
- flood;
- severe weather;
- pandemic;
- industrial action;
- power failure;
- internet outages;
- cyberattack;
- government action;
- supplier failure.
28. Product Information
Derma Exchange Ltd endeavours to ensure that all products displayed on the Website are described accurately and honestly.
Product descriptions, specifications, ingredients, images and usage instructions are provided for general information only and are based on information supplied by manufacturers or authorised distributors.
Whilst we make every reasonable effort to ensure accuracy, we do not warrant that:
- product descriptions are error free;
- colours displayed on your device exactly match the product;
- packaging will always appear identical to Website images;
- manufacturers will not alter product formulations or packaging without prior notice.
Where manufacturers update product packaging, ingredients or labelling, the product supplied may differ slightly from images displayed on the Website.
Such differences shall not constitute a defect.
29. Product Availability
All products are offered subject to availability.
Display of a product on the Website does not guarantee that it is in stock.
Where a product becomes unavailable after an order has been placed, we may:
- contact you to discuss alternatives;
- place the item on back order where appropriate;
- provide a full refund for the unavailable item;
- partially fulfil your order if you agree.
We reserve the right to discontinue products without prior notice.
30. Product Suitability
Customers remain responsible for determining whether a product is suitable for their individual needs.
We strongly recommend that customers:
- read all product information before use;
- carefully review ingredient lists;
- carry out patch testing where recommended;
- discontinue use if irritation occurs;
- seek appropriate medical advice if symptoms persist.
Where a virtual consultation has been completed, recommendations are based on the information available at the time of assessment and should not be interpreted as guarantees of suitability or results.
31. Authentic Products
Derma Exchange Ltd is committed to supplying only genuine products sourced through authorised manufacturers, distributors or approved supply chains.
We do not knowingly sell:
- counterfeit products;
- imitation products;
- expired products;
- diverted stock from unauthorised sources.
If you have any concerns regarding product authenticity, please contact us immediately at:
32. Pricing
All prices displayed on the Website are quoted in Pounds Sterling (£ GBP).
Prices will indicate whether VAT is included, where applicable.
Prices are subject to change without prior notice.
Changes in price shall not affect orders for which payment has already been accepted.
We take reasonable steps to ensure that all pricing displayed on the Website is accurate and consistent with the prices submitted to Google Merchant Center and other sales channels.
33. Pricing Accuracy
We make every reasonable effort to ensure that:
- Website prices are accurate;
- promotional pricing is correctly displayed;
- product feeds supplied to Google Merchant Center reflect current Website pricing;
- customers receive transparent pricing information before completing an order.
If a genuine pricing error has occurred, we reserve the right to:
- cancel the order before dispatch;
- contact you with the correct price;
- provide the option to proceed or cancel the order.
Nothing in these Terms obliges Derma Exchange Ltd to supply goods at an obviously incorrect price resulting from a genuine error.
34. Promotional Offers
From time to time we may offer:
- promotional discounts;
- introductory offers;
- bundle pricing;
- loyalty rewards;
- seasonal campaigns;
- consultation offers;
- referral incentives.
Unless expressly stated otherwise:
- promotions cannot be combined;
- discount codes have no cash value;
- promotions may be withdrawn without notice;
- promotions remain subject to stock availability.
We reserve the right to withdraw promotional offers where fraud or misuse is suspected.
35. Discount Codes
Discount codes:
- may only be used in accordance with their published terms;
- may not be sold;
- may not be transferred without permission;
- may not be redeemed for cash;
- may not be applied retrospectively after an order has been placed.
We reserve the right to refuse any discount code that has been obtained fraudulently or used contrary to its intended purpose.
36. Consultation Offers
Where a free or discounted consultation is offered:
- availability may be limited;
- eligibility criteria may apply;
- booking is subject to clinician availability;
- consultations do not guarantee treatment recommendations;
- consultations do not oblige customers to purchase products.
Clinical decisions remain entirely independent.
37. Order Process
The purchasing process generally consists of the following steps:
- Selecting products.
- Adding items to your shopping basket.
- Reviewing your order.
- Entering delivery details.
- Selecting a payment method.
- Confirming acceptance of these Terms.
- Completing payment.
- Receiving an automated acknowledgement email.
The acknowledgement email confirms receipt of your order request only.
It does not constitute acceptance of your order.
38. Contract Formation
A legally binding contract between you and Derma Exchange Ltd is formed only when:
- payment has been authorised;
- stock availability has been confirmed;
- we issue an Order Confirmation confirming dispatch or acceptance of your order.
We reserve the right to decline any order before contract formation.
39. Reasons We May Decline an Order
Without limitation, we may decline an order where:
- products are unavailable;
- payment has not been authorised;
- pricing errors have occurred;
- fraud is suspected;
- delivery restrictions apply;
- legal restrictions prevent supply;
- prescription approval has not been obtained where required;
- customer information is incomplete or inaccurate;
- we reasonably believe supply would be unlawful or unsafe.
Where payment has already been taken, a full refund will normally be processed without undue delay if the order is declined.
40. Payment Methods
We may accept payment through secure third-party payment providers including, but not limited to:
- Visa
- Mastercard
- American Express
- PayPal
- Apple Pay
- Google Pay
- Shop Pay
- Klarna (where available)
- Clearpay (where available)
Accepted payment methods may change from time to time.
41. Payment Security
Derma Exchange Ltd does not store full payment card details on its own servers.
Payments are processed through secure PCI DSS-compliant payment providers using encrypted technology.
Whilst we employ industry-standard security measures, customers acknowledge that no internet transmission can be guaranteed to be completely secure.
42. Ownership of Goods
Ownership of products passes to the customer only after:
- full payment has been received; and
- the goods have been delivered.
Risk in the goods passes to the customer upon delivery in accordance with our Shipping & Delivery Policy.
43. Prescription-Only Products
Certain products available through the Website may only be supplied following assessment by an authorised independent prescriber operating under the clinical governance framework of Health Exchange UK.
Customers acknowledge that:
- submission of a consultation request does not guarantee approval;
- clinicians exercise independent professional judgement;
- clinicians may recommend alternative treatments;
- clinicians may refuse treatment where clinically appropriate;
- payment for a consultation does not guarantee that a prescription will be issued.
Where a prescription is not approved, any applicable consultation fees will be dealt with in accordance with our Virtual Consultation Terms.
44. Product Restrictions
Certain products may be subject to restrictions based upon:
- age;
- location;
- regulatory requirements;
- clinical suitability;
- prescription status.
Derma Exchange Ltd reserves the right to refuse supply where legal or clinical restrictions apply.
45. Product Images
Images displayed on the Website are intended for illustrative purposes only.
Actual products may differ slightly due to:
- manufacturer packaging updates;
- printing variations;
- screen settings;
- product reformulations.
Such variations shall not affect the quality or authenticity of the product supplied.
46. Google Merchant Center Compliance
To maintain transparency and comply with Google Merchant Center policies, Derma Exchange Ltd undertakes to ensure that:
- product prices displayed on the Website match the prices submitted to Google Merchant Center;
- product availability is updated as promptly as reasonably practicable;
- shipping charges are clearly disclosed before checkout;
- applicable taxes and fees are transparently presented;
- promotions are accurately described;
- customers are not misled regarding product availability, pricing or expected delivery times.
Where discrepancies are identified, we will take reasonable steps to correct them promptly.
47. Fair Trading Commitment
Derma Exchange Ltd is committed to fair, transparent and ethical trading practices.
We will not knowingly:
- advertise products that are unavailable without appropriate notice;
- misrepresent product characteristics;
- inflate prices before promotional discounts;
- engage in misleading pricing practices;
- make unsubstantiated medical or cosmetic claims.
We aim to ensure that customers receive accurate information enabling informed purchasing decisions.
48. Scope of Clinical Services
Derma Exchange Ltd provides an online platform through which customers may access virtual skincare consultations with appropriately trained, verified and certified clinicians operating under the clinical governance framework of Health Exchange UK.
The purpose of these consultations is to assess a customer's skincare concerns and, where appropriate, provide personalised skincare advice and recommendations.
Where clinically appropriate and legally permitted, a clinician may recommend or prescribe prescription-only skincare products.
Derma Exchange Ltd facilitates access to these services but does not itself provide medical diagnosis, prescribe medicines or make clinical decisions.
49. Clinical Independence
All clinicians using the Derma Exchange platform act independently when assessing customers.
Clinical recommendations are based solely on:
- clinical presentation;
- medical history;
- information provided during consultation;
- photographs submitted;
- current clinical guidance;
- professional judgement.
Neither Derma Exchange Ltd nor Health Exchange UK requires or encourages clinicians to recommend any particular product or treatment.
A recommendation to purchase products from Derma Exchange is entirely at the clinician's independent discretion where clinically appropriate.
50. Clinical Governance
Virtual consultations are delivered under the clinical governance framework established by Health Exchange UK.
Health Exchange UK is responsible for maintaining appropriate governance arrangements relating to clinicians engaged through its framework, including professional standards, clinical protocols and quality assurance.
Each clinician is responsible for their own professional conduct and clinical decision-making.
Derma Exchange Ltd is responsible for the operation of the Website, consultation booking platform, retail services and customer support.
51. Booking a Consultation
Customers may request a consultation through the Website.
Bookings are subject to:
- clinician availability;
- confirmation by Derma Exchange Ltd;
- completion of any required health questionnaire;
- acceptance of these Terms;
- payment where applicable.
Appointment times are estimates only and may occasionally change due to clinical circumstances.
Where appointments need to be rescheduled, we will endeavour to provide reasonable notice.
52. Customer Responsibilities During Consultation
Customers agree to:
- provide accurate medical information;
- disclose all relevant medical conditions;
- disclose allergies;
- disclose pregnancy or breastfeeding where applicable;
- disclose current medications;
- disclose previous cosmetic procedures where relevant;
- provide recent photographs if requested;
- answer questions honestly.
Failure to provide complete information may affect:
- treatment suitability;
- product recommendations;
- prescribing decisions;
- consultation outcomes.
Derma Exchange Ltd and the consulting clinician accept no responsibility for decisions based upon inaccurate or incomplete information supplied by the customer.
53. Clinical Photographs
Customers may be asked to upload photographs of their skin.
By submitting photographs you confirm that:
- the images belong to you or you have lawful authority to provide them;
- the photographs accurately represent your current skin condition;
- the photographs have not been digitally altered to misrepresent your condition.
Clinical photographs may be retained as part of your clinical record in accordance with our Privacy Policy and Data Retention Policy.
Photographs will only be accessed by authorised personnel where necessary.
54. Consultation Outcomes
Following assessment, the clinician may:
- recommend non-prescription skincare products;
- recommend lifestyle or skincare routine changes;
- recommend prescription-only skincare where clinically appropriate;
- advise against treatment;
- recommend that you seek advice from your GP, dermatologist or another healthcare professional;
- request further information before making recommendations;
- decline treatment where clinically appropriate.
Customers acknowledge that no consultation guarantees a recommendation, prescription or product sale.
55. Prescription-Only Products
Where prescription-only products are available through the Website:
- they may only be supplied following assessment by an authorised independent prescriber;
- all prescribing decisions are made independently;
- prescriptions are issued only where clinically appropriate;
- prescriptions may be refused without explanation beyond what is clinically appropriate to disclose.
Customers understand that payment for a consultation does not guarantee that a prescription will be issued.
56. No Guarantee of Treatment
Participation in a consultation does not guarantee:
- diagnosis;
- treatment;
- prescription;
- improvement;
- suitability for prescription skincare.
Each consultation is considered individually.
Clinical recommendations are based upon the information available at the time of assessment.
57. Product Recommendations
Where products are recommended:
- recommendations are personalised;
- recommendations reflect clinical opinion at the time of consultation;
- alternative products may also be suitable;
- customers remain free to decide whether or not to purchase any recommended products.
There is no obligation to purchase products from Derma Exchange Ltd.
58. Follow-Up Consultations
Some customers may benefit from follow-up consultations.
Follow-up appointments may be recommended:
- to review treatment progress;
- to assess tolerance;
- to modify skincare routines;
- before repeat prescribing;
- where clinically appropriate.
Additional consultation fees may apply.
59. Repeat Prescriptions
Where repeat prescriptions are offered:
- repeat prescribing remains subject to ongoing clinical review;
- clinicians may require updated photographs;
- clinicians may request further consultation;
- repeat supply may be declined if clinically inappropriate.
Automatic repeat prescriptions are not guaranteed.
60. Missed Appointments
If you cannot attend your consultation, you should notify us as soon as reasonably possible.
Cancellation rights are governed by our Returns, Refunds & Cancellation Policy and our Virtual Consultation Terms.
Where a customer repeatedly fails to attend scheduled consultations without notice, Derma Exchange Ltd reserves the right to decline future bookings.
61. Emergency Situations
Virtual consultations provided through the Website are not suitable for medical emergencies.
Customers experiencing:
- severe allergic reactions;
- rapidly worsening symptoms;
- suspected skin cancer;
- significant infection;
- uncontrolled bleeding;
- severe pain;
- breathing difficulties;
- or any other medical emergency
should immediately contact:
- NHS 111;
- their GP;
- Accident & Emergency;
- or dial 999 where appropriate.
The Website must never be relied upon for emergency medical advice.
62. Safeguarding
Where information disclosed during a consultation raises safeguarding concerns relating to:
- children;
- vulnerable adults;
- exploitation;
- abuse;
- serious risk of harm;
appropriate action may be taken in accordance with applicable safeguarding legislation and professional obligations.
Where required by law, confidentiality may be overridden to protect individuals from serious harm.
63. Clinical Records
Consultation records may include:
- questionnaires;
- consultation notes;
- treatment recommendations;
- prescriptions;
- uploaded photographs;
- correspondence;
- follow-up information.
Clinical records are maintained securely and handled in accordance with our Privacy Policy and Data Retention Policy.
Access is restricted to authorised personnel with a legitimate need to access the information.
64. Clinical Accuracy
Recommendations made during consultations are based on:
- information provided by the customer;
- photographs submitted;
- observable skin condition;
- available clinical guidance.
Remote consultations have inherent limitations.
Certain skin conditions cannot be fully assessed without physical examination or additional investigations.
Where appropriate, clinicians may recommend an in-person consultation with another healthcare provider.
65. Limitation of Clinical Services
Virtual consultations are intended to support skincare advice and treatment planning.
They are not intended to replace ongoing care from:
- your GP;
- dermatologist;
- hospital specialist;
- emergency services;
- other healthcare professionals.
Customers remain responsible for seeking appropriate medical attention where necessary.
66. Customer Acknowledgements
By booking a consultation you acknowledge and agree that:
- you have read these Terms;
- you understand the limitations of remote consultations;
- recommendations are based upon the information you provide;
- outcomes cannot be guaranteed;
- clinicians exercise independent professional judgement;
- Derma Exchange Ltd does not direct clinical decisions;
- treatment may be declined where clinically appropriate.
67. Liability for Clinical Decisions
Clinical decisions, including prescribing decisions, are made solely by the consulting clinician exercising independent professional judgement under the governance framework of Health Exchange UK.
To the fullest extent permitted by law, Derma Exchange Ltd shall not be responsible for independent clinical decisions made by authorised clinicians, provided that Derma Exchange Ltd has acted with reasonable care in operating its Website, booking platform and retail services.
Nothing in these Terms excludes or limits liability where such exclusion would be unlawful.
68. Compliance with Advertising and Consumer Protection Standards
Information provided on the Website relating to consultations and skincare treatments is intended to be accurate, balanced and transparent.
Derma Exchange Ltd will not knowingly:
- guarantee treatment outcomes;
- make misleading health claims;
- advertise prescription-only medicines directly to the public contrary to applicable law;
- encourage unnecessary consultations;
- exert undue commercial pressure on clinicians or customers.
Clinical information is provided to support informed decision-making and should not be interpreted as a guarantee of any particular result.
69. Delivery Areas
Derma Exchange Ltd currently delivers throughout the United Kingdom.
International deliveries may be offered to selected countries at our discretion and are subject to applicable customs regulations, import restrictions and courier availability.
Certain products, including prescription-only products, may only be supplied within jurisdictions where this is legally permitted.
We reserve the right to refuse delivery to locations where legal or regulatory restrictions apply.
70. Delivery Methods
Orders are dispatched using reputable courier and postal services selected by Derma Exchange Ltd.
Available delivery options, estimated delivery times and associated charges will be displayed during the checkout process.
Delivery options may include:
- Standard Delivery
- Express Delivery
- Next Working Day Delivery (where available)
- Click & Collect (if introduced)
Delivery methods may change from time to time without notice.
71. Delivery Times
Estimated delivery times displayed on the Website are provided for guidance only.
Whilst we make every reasonable effort to dispatch orders promptly, delivery dates cannot be guaranteed.
Delivery may occasionally be delayed due to circumstances beyond our reasonable control, including:
- courier delays;
- adverse weather conditions;
- customs inspections;
- industrial action;
- public holidays;
- high order volumes;
- technical failures.
Derma Exchange Ltd shall not be liable for indirect losses arising solely from delivery delays.
72. Order Processing
Orders are normally processed after:
- payment has been successfully authorised;
- stock availability has been confirmed;
- any required fraud prevention checks have been completed;
- any clinical approval required for prescription-only products has been obtained.
Orders placed on weekends or public holidays may be processed on the next working day.
73. Delivery Charges
Delivery charges are clearly displayed before an order is placed.
Where free delivery promotions are offered:
- qualifying spend thresholds will be stated;
- exclusions may apply;
- promotions may be withdrawn or amended at any time.
No hidden delivery charges will be added after checkout.
74. Risk and Ownership
Ownership of products passes to the customer once:
- full payment has been received; and
- the products have been delivered to the delivery address provided.
Risk in the products transfers upon confirmed delivery.
Customers should inspect all deliveries promptly upon receipt.
75. Missed Deliveries
Where delivery cannot be completed because:
- no person is available to receive the parcel;
- incorrect delivery information has been provided;
- delivery is refused without valid reason;
additional delivery charges may apply for redelivery.
Customers remain responsible for ensuring that accurate delivery information is provided.
76. Incorrect or Damaged Deliveries
If your order arrives:
- damaged;
- incomplete;
- incorrect; or
- appears to have been tampered with,
you should notify Derma Exchange Ltd as soon as reasonably practicable and, where possible, within 48 hours of delivery.
Where requested, customers should retain:
- original packaging;
- damaged products;
- photographs of the parcel and contents.
This assists us in investigating claims with our courier and resolving your issue promptly.
Nothing in this clause affects your statutory consumer rights.
77. Consumer Rights
Nothing in these Terms excludes or limits any statutory rights available under:
- the Consumer Rights Act 2015;
- the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
- any other applicable consumer protection legislation.
Where products are faulty, not as described or unfit for purpose, customers may be entitled to remedies including repair, replacement or refund in accordance with applicable law.
78. Right to Cancel (Distance Selling)
If you purchase products as a consumer, you generally have the right to cancel your purchase within 14 days of receiving the goods without giving any reason, subject to the exceptions set out below.
To exercise your right to cancel, you must notify Derma Exchange Ltd by:
Email: support@dermaexchange.com
or by writing to:
Derma Exchange Ltd
37 Falshaw Way
Manchester
M18 7TG
United Kingdom
You should clearly state your intention to cancel.
79. Exceptions to the Right to Cancel
For reasons of health protection and hygiene, the statutory right to cancel does not apply where products have been unsealed after delivery and are not suitable for return.
This includes, but is not limited to:
- opened skincare products;
- opened cosmetic products;
- products with broken hygiene seals;
- products that have been used;
- personalised products;
- prescription-only products supplied following an individual clinical assessment, unless faulty or otherwise required by law.
These exceptions are applied in accordance with the Consumer Contracts Regulations 2013 and do not affect your statutory rights in relation to faulty goods.
80. Returns Procedure
Where a return is accepted, customers should:
- contact our Customer Support team before returning products;
- package products securely;
- include proof of purchase;
- use a tracked delivery service where appropriate.
Unless the return results from our error or the products are faulty, customers are generally responsible for return postage costs.
81. Refunds
Where a refund is approved, it will normally be processed using the original payment method.
Refunds are usually issued within 14 days of:
- receiving the returned goods; or
- receiving satisfactory evidence that the goods have been returned,
whichever occurs first.
Refund processing times may vary depending on your payment provider.
82. Faulty Products
If you believe a product is faulty, you should contact us promptly.
We may request:
- photographs;
- batch numbers;
- details of the issue;
- return of the product for inspection where appropriate.
Where a product is confirmed to be faulty, customers may be entitled to:
- repair;
- replacement;
- refund;
in accordance with applicable consumer legislation.
83. Allergic Reactions and Product Suitability
Skincare products may contain active ingredients capable of causing irritation or allergic reactions.
Customers are encouraged to:
- review ingredient lists carefully;
- perform patch testing where recommended;
- follow product instructions;
- discontinue use if irritation develops.
Refunds will not normally be provided solely because a product is unsuitable for an individual's skin where the product is not defective and has been supplied as described.
Nothing in this clause limits any statutory consumer rights.
84. Consultation Cancellations
Consultation appointments may be cancelled or rescheduled in accordance with our Virtual Consultation Terms.
Where consultation fees apply:
- cancellations made with sufficient notice may be eligible for a refund or rescheduling;
- missed appointments without notice may be charged in full, unless exceptional circumstances apply.
Details of applicable notice periods are set out in our Virtual Consultation Terms.
85. Prescription Products
Prescription-only products supplied following an individual clinical assessment cannot normally be returned unless:
- they are faulty;
- supplied in error;
- damaged during delivery; or
- otherwise required by law.
This restriction protects patient safety and complies with applicable medicines regulations.
86. Chargebacks and Payment Disputes
Customers are encouraged to contact Derma Exchange Ltd before initiating a payment chargeback.
Where a chargeback is initiated fraudulently or without reasonable grounds, we reserve the right to:
- dispute the chargeback;
- suspend the customer account pending investigation;
- recover costs where legally permitted.
Nothing in this clause affects a customer's legal right to dispute an unauthorised payment.
87. Force Majeure Affecting Deliveries
Derma Exchange Ltd shall not be liable for delays or failures in delivery arising from circumstances beyond our reasonable control, including:
- severe weather;
- industrial action;
- pandemics;
- acts of government;
- customs delays;
- cyber incidents;
- transport disruption;
- supplier shortages;
- force majeure events.
Where such events occur, we will take reasonable steps to minimise disruption and keep affected customers informed.
88. Complaints Regarding Orders
If you are dissatisfied with any aspect of your order or our service, you may contact us using the details below:
Customer Support
Derma Exchange Ltd
37 Falshaw Way
Manchester
M18 7TG
United Kingdom
Telephone: 0330 043 1833
Email: support@dermaexchange.com
We aim to acknowledge complaints promptly and resolve them fairly, transparently and in accordance with our Complaints Policy.
89. Commitment to Fair Consumer Practices
Derma Exchange Ltd is committed to treating customers fairly by:
- providing clear pricing before purchase;
- explaining delivery charges transparently;
- honouring consumers' statutory rights;
- processing legitimate refunds promptly;
- communicating honestly regarding stock availability and delivery expectations;
- ensuring that all returns and cancellations are handled consistently and in accordance with UK consumer law.
We are committed to maintaining the high standards of transparency expected by customers, regulators and platforms such as Google Merchant Center.
90. Intellectual Property Rights
Unless otherwise stated, all intellectual property rights in the Website and its contents are owned by or licensed to Derma Exchange Ltd.
This includes, but is not limited to:
- the Derma Exchange name and branding;
- logos;
- website design;
- page layouts;
- graphics;
- photographs;
- videos;
- icons;
- product descriptions created by Derma Exchange Ltd;
- consultation materials;
- blogs;
- educational content;
- downloadable resources;
- software;
- databases;
- source code;
- trademarks;
- trade names;
- copyright works.
All such rights are reserved.
Nothing contained within these Terms grants you ownership of any intellectual property belonging to Derma Exchange Ltd or its licensors.
91. Permitted Use
You may access and use the Website solely for your own lawful, personal and non-commercial purposes.
You may:
- browse the Website;
- purchase products;
- book consultations;
- download or print pages for your personal use;
- share links to Website pages.
You may not:
- reproduce Website content for commercial purposes;
- copy product descriptions in bulk;
- scrape product data;
- republish Website content;
- sell or licence Website materials;
- create derivative works;
- use automated software to harvest information;
- use our trademarks without written permission.
92. Third-Party Intellectual Property
Certain trademarks, product names, logos and images appearing on the Website belong to third-party manufacturers or licensors.
Nothing in these Terms grants customers any rights to use those third-party intellectual property rights.
93. User-Submitted Content
Where you submit reviews, comments, testimonials, photographs or other content to the Website, you retain ownership of your content.
However, by submitting such content you grant Derma Exchange Ltd a non-exclusive, worldwide, royalty-free, perpetual licence to:
- display;
- reproduce;
- publish;
- edit (for formatting only);
- distribute;
- use the content for customer service, marketing, quality assurance and promotional purposes,
provided such use complies with applicable data protection law and any consent you have provided.
You warrant that:
- the content is your own;
- you have permission to submit it;
- it does not infringe third-party rights;
- it is not unlawful or defamatory.
94. Privacy and Data Protection
Derma Exchange Ltd is committed to protecting your personal information.
We process personal data in accordance with:
- UK General Data Protection Regulation (UK GDPR);
- Data Protection Act 2018;
- Privacy and Electronic Communications Regulations (PECR);
- other applicable data protection legislation.
Information regarding how we collect, use, store and protect your personal information is contained within our Privacy Policy and Data Retention Policy, which form part of these Terms.
95. Cookies
Our Website uses cookies and similar technologies to:
- ensure Website functionality;
- remember customer preferences;
- analyse Website performance;
- improve user experience;
- support security measures;
- measure advertising effectiveness where consent has been provided.
Our use of cookies is explained in detail within our Cookie Policy.
Where required by law, non-essential cookies will only be placed on your device after obtaining your consent through our cookie preference centre.
96. Links to Third-Party Websites
The Website may contain links to third-party websites, including:
- payment providers;
- courier services;
- manufacturers;
- social media platforms;
- educational resources;
- booking software.
These links are provided for convenience only.
Derma Exchange Ltd has no control over third-party websites and accepts no responsibility for:
- their content;
- security;
- availability;
- privacy practices;
- accuracy of information.
Customers should review the terms and privacy policies of any third-party websites they visit.
97. Limitation of Liability
Nothing in these Terms excludes or limits liability for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation;
- any liability that cannot lawfully be excluded under the laws of England and Wales.
Subject to the above, and to the fullest extent permitted by law, Derma Exchange Ltd shall not be liable for:
- indirect or consequential losses;
- loss of profits;
- loss of business;
- loss of revenue;
- loss of goodwill;
- loss of anticipated savings;
- business interruption;
- loss of data, except where arising from our failure to comply with applicable data protection law.
Where products or services are supplied to consumers, nothing in these Terms limits your statutory rights under the Consumer Rights Act 2015 or other applicable legislation.
98. Website Information
Whilst we make every reasonable effort to ensure that information published on the Website is accurate and up to date, we do not warrant that all information is:
- complete;
- current;
- error free.
Manufacturers may change product formulations, packaging, instructions or ingredients without notice.
Customers should always read the product supplied before use.
99. Clinical Information
Educational information published on the Website is intended for general informational purposes only.
Unless expressly stated otherwise, Website content:
- does not constitute medical advice;
- should not replace consultation with a suitably qualified healthcare professional;
- should not be relied upon for diagnosis or treatment.
Clinical recommendations can only be made following an individual consultation where appropriate.
100. Indemnity
You agree to indemnify and hold harmless Derma Exchange Ltd, its directors, employees, contractors and agents against any losses, claims, liabilities, costs or expenses arising from:
- your breach of these Terms;
- unlawful use of the Website;
- misuse of products;
- submission of false information;
- infringement of third-party rights.
This clause shall not apply where such losses arise solely from our negligence or breach of statutory duty.
101. Complaints
We are committed to providing excellent customer service.
If you are dissatisfied with any aspect of our Website, products or services, please contact us:
Derma Exchange Ltd
37 Falshaw Way
Manchester
M18 7TG
United Kingdom
Telephone: 0330 043 1833
Email: support@dermaexchange.com
We will investigate complaints fairly, promptly and in accordance with our Complaints Policy.
Where a complaint relates to an independent clinician, we will facilitate referral to the appropriate clinical governance process operated under Health Exchange UK where applicable.
102. Alternative Dispute Resolution
If we are unable to resolve your complaint directly, you may be entitled to seek independent advice or pursue alternative dispute resolution (ADR) where appropriate.
Nothing in these Terms prevents either party from pursuing legal remedies through the courts where necessary.
103. Force Majeure
Derma Exchange Ltd shall not be liable for any failure or delay in performing its obligations where such failure results from circumstances beyond our reasonable control, including but not limited to:
- acts of God;
- severe weather;
- fire;
- flood;
- pandemic;
- epidemic;
- industrial disputes;
- interruption of utilities;
- cyberattack;
- internet outages;
- governmental action;
- supplier failure;
- transport disruption.
Where reasonably practicable, we will notify affected customers and take reasonable steps to minimise disruption.
104. Assignment
Derma Exchange Ltd may assign, transfer or subcontract any of its rights or obligations under these Terms, provided this does not adversely affect your statutory rights.
You may not assign or transfer your rights or obligations under these Terms without our prior written consent.
105. Severability
If any provision of these Terms is found by a court or other competent authority to be unlawful, invalid or unenforceable, that provision shall be severed from the remaining Terms.
The remaining provisions shall continue in full force and effect.
106. Waiver
Failure by Derma Exchange Ltd to enforce any provision of these Terms shall not constitute a waiver of that provision or any other right.
Any waiver shall only be effective if made in writing.
107. Entire Agreement
These Terms, together with the policies expressly incorporated by reference, constitute the entire agreement between you and Derma Exchange Ltd relating to your use of the Website and the purchase of products and services.
They supersede any prior understandings or representations relating to the same subject matter.
108. Changes to These Terms
Derma Exchange Ltd reserves the right to amend these Terms from time to time to reflect:
- changes in legislation;
- regulatory requirements;
- business practices;
- technological developments;
- Website functionality;
- product offerings.
The latest version will always be published on the Website with the effective date clearly displayed.
Continued use of the Website following publication of updated Terms constitutes acceptance of the revised Terms.
109. Governing Law and Jurisdiction
These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction to determine any dispute arising from or relating to these Terms, except where mandatory consumer protection laws provide otherwise.
110. Contact Information
For all enquiries regarding these Terms and Conditions, please contact:
Derma Exchange Ltd
Company Number: 17331624
Trading Address:
37 Falshaw Way
Manchester
M18 7TG
United Kingdom
Telephone: 0330 043 1833
Email: support@dermaexchange.com
Website: www.dermaexchange.com
ACKNOWLEDGEMENT
By accessing, browsing, creating an account, booking a consultation or purchasing products through www.dermaexchange.com, you acknowledge that you have read, understood and agree to be bound by these Website Terms and Conditions and the policies incorporated into them.