Refund policy

Refund Policy

This Refund Policy explains when returns, refunds, exchanges, and cancellations may be accepted by The Derma Co.

Because many of the products we supply are professional-use, sterile, sealed, or sensitive in nature, returns are restricted.

1. When a Return May Be Accepted

A return will only be considered where the product is:

  • unopened;

  • unused;

  • in its original packaging;

  • in the same condition as supplied;

  • reported within the required timeframe;

  • confirmed to have a genuine manufacturing defect.

You must contact us within 14 days of receiving your order if you wish to request a return.

Items must not be sent back without approval from us first.

2. Products That Cannot Usually Be Returned

For safety, hygiene, and compliance reasons, we cannot usually accept returns for products that are:

  • sterile;

  • sealed for hygiene protection;

  • temperature-sensitive;

  • cold-chain or storage-sensitive;

  • professional-use products;

  • opened or handled after delivery.

These items cannot be returned once dispatched unless a genuine manufacturing fault is confirmed or we are legally required to accept the return.

3. Batch and Product Checks

Any item returned to us must match the exact product supplied.

This includes the correct:

  • batch number;

  • serial number, where applicable;

  • expiry date;

  • packaging;

  • label;

  • product condition.

Returns may be refused if there is any sign of tampering, relabelling, label removal, batch mismatch, opened packaging, damage after delivery, or incorrect storage.

4. Reporting an Issue

You must report any issue with your order within 3 days of receiving it.

This includes damaged items, incorrect products, missing items, suspected defects, or concerns with packaging.

Where relevant, you must provide clear photographs showing:

  • the outer parcel;

  • the shipping label;

  • the product packaging;

  • the batch or serial details;

  • the issue or damage being reported.

We may be unable to investigate or approve a return where evidence is missing or the issue is reported late.

5. Return Postage

Unless we agree otherwise, you are responsible for the cost of returning the item.

Returns must be sent using a tracked delivery service.

We are not responsible for returned parcels that are lost, delayed, damaged, or not received where an untracked or unsuitable service is used.

6. Refunds

If a return is approved, the product must be received and checked by us before any refund is issued.

Approved refunds will be made to the original payment method within 7 working days after the returned item has been inspected and accepted.

Refunds will not be issued for products that fail our return checks.

7. Delivery Charges

Delivery charges remain payable where an order has been dispatched and delivered.

If delivery was delayed but the goods were still received, the original delivery cost will not automatically be refunded.

Where a delay was clearly caused by the courier, we may choose to refund part of the delivery charge at our discretion. This does not create an automatic right to a delivery refund.

8. Exchanges

Exchanges are only available where an item is confirmed by us to be defective, damaged, or incorrectly supplied.

We do not offer exchanges for unwanted products, incorrectly ordered products, opened products, or products that are no longer required.

9. Cancellations

Orders may only be cancelled before dispatch.

Once an order has been dispatched, cancellation is no longer possible unless a legal right to cancel applies.

10. Your Legal Rights

Nothing in this Refund Policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection law.

The Derma Co