sales@derma4u.co.uk0121 296 8868

Returns and Refunds Policy

At Derma4U, we accept returns for eligible change-of-mind purchases and products that are faulty, damaged or incorrectly supplied.

This policy applies to orders placed through www.derma4u.co.uk for delivery within the United Kingdom.

Change-of-Mind Returns

If you change your mind about an eligible purchase, please notify us within 14 calendar days after the day you receive your goods. You do not need to provide a reason.

You then have a further 14 calendar days from notifying us to send the products back.

We offer this return period to both individual consumers and business customers, subject to the product conditions and exclusions below.

How to Request a Return

Please email info@derma4u.co.uk or use our website’s Contact Us page to request a customer returns form.

Please include:

  • Your order number or other proof of purchase.
  • Your name and contact details.
  • The products you wish to return.
  • Details of any fault, damage or incorrectly supplied item.

We will provide the returns form and instructions for sending your products back by post or courier.

The form helps us identify and process your return. A consumer’s statutory cancellation or faulty-product rights do not depend on receiving prior authorisation or completing our form.

Returns address:
Derma4U
[INSERT CONFIRMED RETURNS ADDRESS AND POSTCODE]

Please package products securely, include your order reference and retain proof of postage. We recommend using a tracked service.

Product Condition and Hygiene Restrictions

Please return products with their original packaging, labels and accessories wherever possible.

For health protection and hygiene reasons, we cannot accept change-of-mind returns of sealed products that are unsuitable for return once their protective seal has been broken after delivery. Where applicable, this includes sterile needles, syringes, injectable aesthetic products and sealed skincare products.

Opening the outer delivery packaging does not itself prevent a return where the product’s protective seal remains intact.

For other eligible products, consumers may inspect them as they would in a shop. Where permitted by law, we may reduce a refund to reflect a loss in value caused by handling beyond what is necessary to inspect the product.

These restrictions do not remove your rights where a product is faulty, damaged or not as described.

Faulty, Damaged or Incorrect Products

Please contact us as soon as you discover an issue. Include your order reference and a description of the problem. Photographs may help us investigate.

Do not use a product if its sterile packaging is compromised or you believe it may be unsafe.

Consumers normally have a 30-day right to reject faulty or misdescribed goods for a refund. Rights to a repair, replacement or other remedy may continue after this period.

Business customers should contact us so we can investigate and arrange an appropriate remedy under the applicable contract and law.

Return Delivery Costs

For change-of-mind returns, customers are responsible for arranging and paying for return postage or courier delivery. Charges depend on the carrier and parcel size.

For faulty, damaged or incorrectly supplied products, Derma4U will arrange a suitable return method or reimburse reasonable return delivery costs. Please contact us before arranging postage.

We do not charge a restocking fee.

Refunds

For eligible change-of-mind returns, we will refund the price paid for the returned products.

If you cancel your entire order, we will also refund the standard outbound delivery charge. Additional charges for premium delivery are not refundable beyond the equivalent standard delivery cost. Original delivery charges are generally not refunded for partial change-of-mind returns.

We will issue change-of-mind refunds without undue delay and within 14 calendar days of receiving the returned products or evidence that you have sent them back, whichever happens first.

For consumer refunds due to faulty goods, we will issue the refund without undue delay and within 14 calendar days of agreeing that you are entitled to it.

Refunds will be made to the original payment method unless otherwise expressly agreed. We do not charge a refund processing fee. Your bank or payment provider may take additional time to display the refund.

Exchanges

For change-of-mind purchases, please return the eligible product for a refund and place a separate order for the replacement item.

This does not affect any entitlement to a replacement for faulty or incorrectly supplied goods.

Your Rights

Nothing in this policy limits or excludes your statutory rights. Statutory consumer protections apply to qualifying consumer purchases. Business purchases are subject to the applicable contract and law.