SIMPLE RETURNS. CLEAR PROCESS.
RETURNS & REFUNDS
At Dermavera Lab, we want every purchase to feel thoughtful, transparent, and worry-free. This Returns & Refunds Policy explains how returns, exchanges, and refunds are handled when you shop with us.
OUR COMMITMENT TO FAIR RETURNS
At Dermavera Lab, customer care is part of every step of the skincare experience. If something is not right with your order, we’re here to help with a clear and respectful returns process. We aim to handle every request fairly, transparently, and in accordance with applicable consumer protection laws.
AT A GLANCE
01 RETURN WINDOW
You may request a return within the allowed return period after receiving your order.
02 PRODUCT CONDITION
Returned products must be unused, unopened, and in their original packaging unless they arrived damaged or incorrect.
03 CUSTOMER SUPPORT
Our team is here to guide you through returns, exchanges, and refund requests.
1 RETURNS
1.1 RETURN REQUESTS
You may request a return if your product is eligible under this policy. To begin the process, please contact our support team with your order number and details about your request.
Order Number: Include your order confirmation number.
Reason for Return: Let us know why you would like to return the product.
Product Details: Include the item name and quantity.
Photo Evidence: For damaged, defective, or incorrect items, please include clear photos.
Contact Information: Use the same email address connected to your order when possible.
1.2 RETURN CONDITIONS
To be eligible for return, products should meet the following conditions:
Unused Products: The item has not been opened, used, or tested.
Original Packaging: The product is returned in its original packaging.
Proof of Purchase: A valid order confirmation or receipt is available.
Return Approval: The return has been approved by our customer care team.
Hygiene Standards: Skincare products that have been opened or used cannot usually be returned for hygiene and safety reasons.
2 REFUNDS
2.1 HOW REFUNDS ARE PROCESSED
APPROVED REFUNDS
Refunds are issued after the returned product has been received and inspected.
Refunds are processed to the original payment method whenever possible.
Processing times may vary depending on your bank or payment provider.
Shipping fees may not be refundable unless the return is due to our error.
DAMAGED OR INCORRECT ITEMS
Contact us as soon as possible after receiving your order.
Include your order number and photos of the issue.
We may offer a replacement, refund, or store credit depending on the situation.
We cover reasonable return costs when the issue is caused by an error on our side.
EXCHANGES
If you received the wrong product or a damaged item, we may offer an exchange where available. Exchanges depend on product availability and must be approved by our customer care team.
3 NON-RETURNABLE ITEMS
ITEMS THAT CANNOT USUALLY BE RETURNED
For hygiene and product safety reasons, some items are not eligible for return
NON-RETURNABLE PRODUCTS
Opened skincare products
Used or tested products
Products without original packaging
Gift cards or promotional items
Items marked as final sale
Products returned without approval
ALLERGIC REACTIONS OR SKIN CONCERNS
Everyone’s skin is unique. If you experience discomfort or an unexpected reaction, please stop using the product and contact our team. We may ask for details to better understand your experience and guide you appropriately.
Dermavera Lab products are cosmetic skincare products and are not intended to diagnose, treat, cure, or prevent any medical condition.
4 SHIPPING RETURNS
You are responsible for returning approved items safely and securely unless the return is due to a damaged, defective, or incorrect product sent by us.
RETURN SHIPPING
Use secure packaging to protect the item during transit.
Keep your shipping receipt or tracking number.
Return shipping costs may be the customer’s responsibility.
We are not responsible for returned items lost in transit.
Do not send products back without contacting us first.
RETURN QUESTIONS OR CONCERNS?
If you have questions about returns, refunds, exchanges, or damaged orders, our customer care team is happy to help.