RETURNS & REFUNDS POLICY

Last updated: August 2026

This Returns & Refunds Policy applies to purchases made from DERMA DIRECT EUROPE B.V. through dermadirect.com.

Derma Direct Europe operates primarily as a business-to-business supplier of professional aesthetic, cosmetic and medical-aesthetic products.

1. RETURNS

We want our customers to be satisfied with their purchases.

Unwanted products may be returned to us within 5 days of receipt, provided that the products are:

• unused;
• unopened;
• undamaged;
• in a saleable condition;
• in their complete original packaging; and
• stored and handled in accordance with any applicable manufacturer requirements.

You must contact us before returning an item so that we can provide the appropriate return instructions.

Returns received outside the 5-day return period may be refused unless otherwise agreed by us or required by applicable law.

2. PRODUCTS WE CANNOT ACCEPT FOR RETURN

Due to the professional nature of many of the products we supply and the importance of product integrity, hygiene and traceability, we cannot accept unwanted products for return where:

• the product has been opened;
• a seal has been broken or tampered with;
• the product has been used;
• the original packaging has been damaged;
• the product is no longer in a saleable condition;
• the product has been improperly stored or handled; or
• we cannot reasonably establish that required storage conditions have been maintained.

These restrictions help ensure that products supplied to our customers are new, appropriately handled and supplied in suitable condition.

This does not affect remedies that may apply where a product was defective, damaged or incorrectly supplied.

3. REQUESTING A RETURN

To request a return, please contact us within 5 days of receiving your order.

Please provide:

• your name and company name;
• order number;
• product(s) you wish to return;
• reason for the return; and
• photographs where requested.

Products should not be returned until you have received return instructions from us.

4. RETURN SHIPPING

We do not offer free returns for unwanted products.

Customers are responsible for arranging and paying for the return shipment.

Original delivery charges are non-refundable for unwanted returns except where otherwise agreed or required by applicable law.

We strongly recommend using a tracked and insured delivery service when returning products.

DERMA DIRECT EUROPE B.V. cannot accept responsibility for returned products that are lost or damaged while being transported back to us where the return transportation has been arranged by the customer.

Customers are responsible for ensuring returned products are securely packaged to prevent damage during transport.

5. INSPECTION OF RETURNS

All returned products will be inspected after they are received.

We will check that the products comply with the conditions of this Returns & Refunds Policy.

We reserve the right to reject an unwanted return where the product:

• has been opened or used;
• has been damaged;
• is missing packaging or components;
• has been improperly stored;
• is otherwise unsuitable for resale; or
• does not comply with the return conditions set out in this policy.

We will notify you after the return has been inspected and confirm whether the refund has been approved or rejected.

6. REFUNDS

Where a return is approved, the applicable refund will normally be issued to the original payment method.

We aim to process approved refunds within 10 days of the return being received and approved.

Although refunds are often received sooner, the time taken for funds to appear in your account may depend on your bank, card issuer or payment provider.

If you have received confirmation that a refund has been processed but have not received the funds, please:

1. check your bank or payment account;
2. contact your card issuer or payment provider; and
3. contact your bank, as processing times may vary.

If you have completed these steps and the refund is still outstanding, please contact us.

7. DEFECTIVE PRODUCTS

If you believe a product is defective, please contact us as soon as possible and do not dispose of the product or its packaging.

We may request:

• photographs of the product;
• photographs of the packaging;
• batch or lot number;
• expiry information;
• photographs or video demonstrating the issue; and
• a detailed explanation of the alleged fault.

We may also require the product to be returned for inspection or referred to the manufacturer for investigation.

Where a product is confirmed to be defective, an appropriate remedy may include a replacement, credit or refund, depending on the circumstances and applicable law.

8. DAMAGED, MISSING OR INCORRECT PRODUCTS

If an order arrives damaged, contains an incorrect product or is missing an item, please contact us within 24 hours of delivery where reasonably possible.

Please retain all:

• products;
• outer shipping packaging;
• internal packaging;
• product packaging; and
• shipping labels

until we have completed our investigation.

We may request photographs or other evidence.

Delivery-related claims are also subject to our separate Shipping & Delivery Policy.

9. PRODUCT OUTCOMES

Individual clinical or aesthetic outcomes are not guaranteed.

Dissatisfaction with the result or outcome achieved using a product does not, by itself, mean that the product is defective and is not grounds for a refund or replacement.

Products must always be used in accordance with manufacturer instructions and by appropriately trained and qualified professionals where required.

10. RETURN ADDRESS

Products must only be returned to the address provided by our customer service team when the return is authorised.

Do not automatically return products to our registered office address, as our registered office may not be the location used for processing product returns.

Unauthorised returns may result in delays.

11. BUSINESS-TO-BUSINESS PURCHASES

Derma Direct Europe operates primarily as a B2B supplier.

Our 5-day unwanted-return policy is a commercial returns policy offered to eligible business customers and should not be interpreted as creating consumer cancellation rights where those rights do not otherwise apply.

Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded under applicable law.

12. CONTACT US

To request a return, report a defective product or ask a question about a refund, please contact:

DERMA DIRECT EUROPE B.V.
Walborg 2 A
1082 AM Amsterdam
The Netherlands

KVK: 42139264
Website: dermadirect.com
Email: info@dermadirect.com