Refund policy

At Dermelys, we want you to be completely satisfied with your purchase. If something goes wrong, this policy explains how you can request a return, exchange, or refund.

Right of Withdrawal (14 days)

Under European Union consumer protection law, you have the right to cancel your order and return the product within 14 calendar days of receipt, without needing to give a reason. To exercise this right, contact us through our customer support email, providing your order number and the product(s) you wish to return.

Once we receive your request, you have a further 14 days to send the product back to us. Products must be returned in their original packaging, unused, and complete with all accessories and documentation.

Damaged or Defective Products

If your order arrives damaged or with a manufacturing defect, contact us within 48 hours of receipt with photos of the product and packaging. In these cases, we cover the reshipment or refund at no extra cost to you.

Exceptions

For hygiene and safety reasons, we do not accept returns of products that have been opened, used, or whose protective seal has been broken — namely cosmetics, skincare, and personal-use accessories — except in the case of a proven manufacturing defect.

How to Process a Return

1. Contact us by email with your order number and the reason for the return.
2. Wait for our confirmation and shipping instructions.
3. Send the product to the address we provide.
4. Once we receive and inspect the product, we process the refund.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of the refund. If approved, the refund will be processed to your original payment method within 14 business days.

Return shipping costs are the customer's responsibility, except in cases of our error, or a damaged or defective product.

Exchanges

If you'd like to exchange a product for another (for example, a different size or colour), contact us directly — we'll handle the process for you.

Contact

For any questions about returns or refunds, contact us through the store's customer support email.