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Returns Policy
We try hard to make your experience with Dermacare trouble-free. If something has gone wrong with your order, please email our customer service team at info@dermacaredirect.co.uk or phone +44 116 2514848 so we can try to resolve the issue quickly.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
So we can initiate a returns process and provide details of the returns address, please contact our Customer Support team on +44 116 2514848 (UK) or email info@dermacaredirect.co.uk prior to returning any products.
Due to the type of products we sell, they cannot always be returned. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging.
We cannot refund products that have been opened, used, or are not in their original packaging, or if they have not been returned to us within 5 working days of approving the return.
If a product is returned to us and it has been opened and/or used and is not in a resalable condition, we will contact you to either return the product to you at your own cost or dispose of it. No refunds will be given for returned products that are not in a resalable condition.
We cannot accept liability for returns that are lost in transit. Please return your order using a tracked delivery service at your own cost.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Damaged or missing items should be reported to us within 24 hours of receipt
Faulty products should be reported to us immediately (but within 14 days of receipt at the latest).
If you think you have a faulty pump: With some pumps, the airlock needs releasing, so please contact us before returning the item and we can explain how to make the pump work. If a refund or replacement is required, we will provide full details for the returns process.
Exceptions / non-returnable items
Selected products are not eligible for return due to hygiene reasons (this is noted on the individual product pages). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Reactions to Products
Please note that we are not responsible for any adverse reaction from any product(s) that we sell. Please be sure to read the manufacturer's leaflet which come with most products we offer to see if they are likely to cause you a problem.
In case of an adverse reaction we recommend that you visit your doctor in the first instance as we are unable to give you professional medical advice.
Please read the directions on the product or on the product page on our website and perform a patch test prior to use. Please ensure that you introduce your product slowly to prevent any adverse skin reactions.
If unsure contact our Advice Team: advice@dermacaredirect.co.uk
If you have very sensitive skin or prone to skin reactions please contact sales@dermacaredirect.co.uk, as we may be able to send you a product sample to try first.
If you have followed the above process but feel that you have had a reaction to a product, please immediately report this by phone or email to our Skincare Advisor:
Email: advice@dermacaredirect.co.uk Phone: 0116 2514848
In some cases these reactions are normal when starting new products, so please get in touch before returning your product.
You will be required to complete a comprehensive Adverse Reaction Form and send a photograph of the reaction (In most cases this will then be sent back to the manufacturer).
Once we have received all of the above we will be in touch.
