Return Policy



What’s your Return Policy?


You have the right to return regular-priced products purchased on dermavel.com (the “Company”) by notifying Dermavel on [email protected] within twenty (20) days from the day the product was delivered by the courier. Once you have exercised your right of return in accordance with the procedures received by email, the products to be returned must be handed over to the courier in one single shipment within twenty (20) days from the day you receive the products. 


All returned items must be unopened, in new and unused condition, with all original tags and labels attached. If eligible for a return, the product(s) must also be in the original packaging and be sent to the warehouse address it was shipped from.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 


If approved, a replacement or a refund will be processed. If refund approved, allow 5-10 business days for the funds to be returned to the original method of payment.



We do not accept returns, refund claims, or exchanges in these cases:


- Package missing due to the wrong shipping address provided, Dermavel reserves the right to send a replacement. We are not liable to refund/replace this order.


-  Customer changed the order/ shipping address after the order has been shipped out.

- You cannot return customized or personalized products or sealed items that were opened after delivery. 

- Products purchased via limited-time sales events (Black Friday, clearance, etc.) are considered final and are not eligible for returns or exchanges.


Why Are Some Products Non-Returnable?

For regular-priced products, due to the unique nature of this business and related matters of hygiene and public safety, we cannot allow certain products like; Fibroblast Plasma Pens and Needles to be returned if opened. We are not alone; other medical suppliers face the same obstacles. If it were entirely our decision, we would make all products returnable. Unfortunately, that is not the case.

The Federal Drug and Food Administration administers rules concerning the reprocessing of medical devices, a complex issue that the FDA has grappled with for many years.




Return Process (if applicable)


1. To return an item, please email customer service at [email protected] to obtain a Return Merchandise Authorization (RMA) number. RMA numbers are valid for 15 days from the date of issue. 

All packages without an RMA number will NOT be accepted.

2. Our team will review your return request and get back to you within 48 hours.

3. If approved for a return you'll receive a Return Merchandise Authorization (RMA) number. 

a) The RMA number must be clearly visible and written on the package that you are sending back.

b) Place the item securely in its original packaging and mail your return to the address given in the email instructions.

c) The products to be returned must be handed over to the courier in one single shipment within twenty (20) days from the day you received the RMA number. 


d) You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.


e) If approved for a return, a restocking fee of 15% will be deducted from the retail value since it will be paid to logistic partners.


f) If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Change of mind (if applicable)

If you have simply changed your mind we do not provide refunds. Special consideration will be given in exceptional circumstances however you must be able to provide satisfactory proof of purchase. Further, the merchandise must be:

- in saleable condition;

- unused with all original packaging;

- returned to us with any gift or bonus received with the merchandise (if applicable); not subject to the exclusions listed below; and the exchange or refund is sought within 14 days of purchase.



Late or missing refunds (if applicable)

If you haven't received your refund yet, first check your bank account again, then contact your credit card company, please note that it may take 5-10 business days before your refund is reflected in your account. If you still haven't received your refund, contact us at [email protected]


Promotions and discount codes (if applicable)

The promo code must be entered in the discount box at checkout to receive the current promotion or discount before placing the order.


Promo codes and discounts cannot be added to an order after it has been placed. All promo codes are available for a limited time, while supplies last, cannot be used once expired, have no cash value or be applied to previous purchases.


Sale items (if applicable)

All sales are final, returns, shipping and handling charges will not be refunded.


Refunds (if applicable) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 


If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Late or missing refunds (if applicable) 

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. 


If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]


Exchanges (if applicable) 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected]


Cancel Orders (if applicable)

Once you placed your order, you have one hour to cancel your order. We do not allow cancellations or modifications of your order once it has been finalized.  


Please ensure all shipping and contact info is correct before submitting your order. Once your order has been finalized we will not be able to modify it. To cancel your order, send us an email at [email protected] together with the order receipt. 


Gifts 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 


If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. Gift cards are considered final, and are not eligible for a refund.