Dermoceutique - return policy

At Dermoceutique, we are committed to delivering products of exceptional quality and freshness. We understand that skincare is deeply personal, and we want every experience with our products to feel luxurious, safe, and effortless. If for any reason you are not fully satisfied with your order, we are here to help.

Return Eligibility

Due to the hygienic and safety-sensitive nature of skincare and cosmetic products, we can only accept returns under specific conditions. You may request a return within 14 days of delivery provided that:

• the item is unopened, unused, and in its original condition;
• all protective seals and packaging remain intact;
• the product has not been tampered with or damaged;
• proof of purchase is provided. For hygiene and product safety reasons, we unfortunately cannot accept returns of products that have been opened, tested, or used unless the item arrived damaged or defective.

Damaged, Incorrect, or Defective Items

We carefully inspect every order before shipment. However, if your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery so we can resolve the matter promptly. To help us process your request efficiently, we may ask for:

• your order number;
• clear photographs of the product and packaging;
• a brief description of the issue.

Once approved, we will gladly offer a replacement, store credit, or refund where appropriate.

Allergic Reactions & Skin Sensitivity

As every skin type is unique, individual reactions to skincare ingredients may vary. While all Dermoceutique formulations are developed with care and high-quality ingredients, we cannot guarantee compatibility with every skin type or sensitivity profile. For this reason, we recommend performing a patch test before full application. Refunds or returns based solely on personal skin compatibility, texture preference, fragrance preference, or expected cosmetic results cannot generally be accepted once a product has been opened. If you experience an unexpected reaction, we encourage you to contact our customer care team so we can assist you personally.

Return Procedure

To initiate a return request, please contact our customer support team at: info@dermoceutique.com

Please include:

• your full name;
• order number;
• the item(s) you wish to return;
• and the reason for your request.

If your return is approved, you will receive detailed return instructions. Please note that unauthorized returns sent without prior approval may not be accepted.

Return Shipping

Customers are responsible for return shipping costs unless:

• the wrong item was received;
• the item arrived damaged;
• or the product is confirmed defective.

We recommend using a tracked and insured shipping method, as Dermoceutique cannot be held responsible for lost or undelivered return parcels.

Refund Processing

Once your return has been received and inspected, we will notify you regarding the approval status of your refund. Approved refunds are processed to the original payment method within approximately 5–10 business days, depending on your payment provider. Original shipping costs are non-refundable unless the return is due to our error.

Non-Returnable Items

The following items are not eligible for return:

• opened or used skincare products;
• samples, promotional items, or gifts with purchase;
• products purchased during clearance or final sale campaigns;
• personalized or custom-made products;
• gift cards.

Exchanges

At this time, we do not offer direct product exchanges. If you wish to order a different product, we recommend placing a new order separately.

Order Cancellations

Orders may only be cancelled before shipment confirmation has been issued. Once an order has been processed and dispatched, it can no longer be cancelled and will fall under our standard return conditions.

Right of Withdrawal (EU Customers)

In accordance with European consumer protection legislation, customers within the European Union generally have the right to withdraw from an online purchase within 14 days. However, this right may not apply to sealed cosmetic or skincare products once opened after delivery due to health protection and hygiene considerations.

Contact

For any questions regarding returns, refunds, or product support, please contact:
Dermoceutique Customer Care
info@dermoceutique.com

We aim to respond to all inquiries within 1–2 business days.