Returns and refund policy

Effective Date: 01/01/2018 - 05/13/2022


What’s your Return Policy?

You have the right to return products purchased on dermavel.com (the “Company”) by notifying Dermavel on [email protected] within fourteen (14) days from the day the product was delivered by the courier. 

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.

- Customized or personalized products 

- Final Sale items

- Digital items

 

Return Process

Important: Do not send an item back before communicating with us.

  1. To return an item, please email customer services at [email protected] to obtain a Return Merchandise Authorization (RMA) number. 

    All packages without a valid tracking number and RMA number will be rejected.

  2. If approved for a return you'll receive a Return Merchandise Authorization (RMA) number. RMA numbers are valid for 15 days from the date of issue. 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.

    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 to handle your return.

    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.

  3. Once the returned items have been successfully returned to our logistic center, we will review the return and get back to you within 7-10 business days.

  4. If the return is approved, a replacement or a refund will be processed. If refund approved, allow 5-12 business days for the funds to be returned to the original method of payment. Missing parts from returned goods are subject to a higher restocking fee.

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 5-12 business days before your refund is reflected in your account. If you still haven't received your refund, contact us at [email protected]

Shipping Insurance
1-Click Protect Shipping Insurance is offered as an additional item at the checkout for a determined price based on that item's weight and dimension that protects your order against the following issues:

  • Damaged in transit
  • Lost in transit
  • Stolen
  • Delivered not received
  • Wrong item

If one of these issues has occurred please submit a claim to [email protected], with the subject "Claim + Order Number"

We highly recommend that you purchase the 1-Click Protect shipping protection. If your order is lost, stolen, damaged in transit, or the wrong item has been sent and you did not purchase the protection you will be refunded in the form of store credit minus the shipping cost or we can send a replacement, an additional shipping charge may apply.

First In Line (if applicable)
With First In Line, we will move your order to the top of the list for processing. At checkout, you may opt in to have your order skip the waiting line and get processed more quickly. This service is non-refundable since it's paid to logistic teams.


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 any cash value, or be applied to previous purchases.


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, the review process may take up to 5-12 business days.

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.

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]com.

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. 

Defective Unit (if applicable)
All products sold on dermavel.com come with a one-year warranty. We only replace the item(s) if they are deemed defective or damaged. More information about our warranty can be found here: https://dermavel.com/pages/warranty

If you need to exchange it for the same item, and to keep the replacement process as simple as possible.

Send us an email at [email protected], together with:

  • a video in clearly lit conditions that demonstrates the defective unit. If any physical buttons on the device, make sure to clearly showcase the functionality in the video, including what steps you took to reproduce the issue(s).

  • if the defective issue is not clearly visible in the provided video, our team may get back on the email conversation with additional requests.


Incomplete, indecipherable, or illegible claims will be deemed invalid, Dermavel reserves the right to send a replacement. All refunds are subject to our return and refund process.

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.