Refund policy
Last updated: 16 June 2026
This Refund Policy explains when you are entitled to a refund, how refunds are issued, and how long they take. It works alongside our Returns Policy. For help, contact support@dermavia.co.
When refunds are available
• You returned a product within the 14-day return window and it was received by us.
• Your order arrived damaged or faulty.
• You received the wrong product.
• You cancelled your order before it was dispatched.
When refunds may not be available
• The return request was made after the 14-day window expired.
• The required information (such as order number or photos for damaged items) was not provided.
• The product shows damage caused by misuse rather than a fault.
• The order was already delivered and falls outside our return and refund terms.
Where a returned product shows handling beyond what is necessary to inspect it, we may issue a partial refund to reflect any reduction in value, in line with applicable consumer law.
Refund processing time
Once we receive and inspect your returned item, refunds are processed within 5–10 business days. The time for the refund to appear in your account afterwards depends on your bank or payment provider and is outside our control.
Refund method
Refunds are issued to the original payment method used at checkout. We are not able to refund to a different card or account. Where applicable, a partial refund may be offered instead of a full refund.
Shipping costs and refunds
• For change-of-mind returns, the original shipping charge and the return shipping cost are not refundable — only the product price is refunded.
• If your order was damaged, faulty or incorrect, we refund the product price and any associated shipping cost, or arrange a replacement.
Order cancellation
You may cancel your order before it has been dispatched by contacting support@dermavia.co as soon as possible. If the order has already been dispatched, it cannot be cancelled, but you may still be able to return it under our Returns Policy once it arrives.
Damaged or incorrect products
If your product is damaged or incorrect, contact us within 48 hours of delivery with your order number and photos. We will arrange a replacement or a full refund including any shipping you paid.
Contact information
For refund questions, email support@dermavia.co. We usually reply within 24–48 hours.
Nothing in this policy affects your statutory rights under UK and EU consumer law. Final wording should be reviewed by a lawyer, particularly the interaction between change-of-mind cancellation rights and the 14-day opened-product return you have chosen to offer
We want you to be happy with your purchase. This Returns Policy explains when and how you can return a DERMAVIA+ product. It applies to orders placed through this website. For help with a return, contact us at support@dermavia.co.
Return window
You may request a return within 14 days of receiving your order. Requests made after this period may not be accepted.
Return eligibility
Because we want returns to be straightforward, you may return the product within the 14-day window even if it has been opened, subject to the conditions below:
• The return is requested within 14 days of delivery.
• You contact our support team first and receive a return authorisation.
• The product is returned with any included components and packaging where possible.
• The return is sent to the address we provide once your request is approved.
We may reduce a refund to reflect any loss in the product's value caused by handling beyond what is necessary to establish its nature and characteristics, in line with applicable UK and EU consumer law.
Health and hygiene note
DERMAVIA+ is a health and personal-care product. While we accept returns of opened items within the return window, returned products are not resold. For everyone's safety, please keep the product clean and capped during return transit.
How to request a return
• Email support@dermavia.co with your order number and the reason for your return.
• If the item is damaged or incorrect, attach clear photos.
• Wait for our reply with return instructions and the return address.
• Send the product to the address provided, using a tracked service where possible.
Return shipping cost
For change-of-mind returns, the customer is responsible for return shipping costs. We recommend a tracked service, as we cannot be responsible for returns lost in transit. If your item was damaged, faulty or incorrect, we will cover the return cost or arrange a return label — see “Damaged or incorrect items” below.
Return address
We do not publish a fixed return address. The correct return address will be provided by our support team once your return request has been approved. Please do not send items back before receiving this confirmation, as unrequested returns may not be processed.
Damaged or incorrect items
If you receive a damaged, faulty or incorrect product, contact us within 48 hours of delivery with your order number and photos. We will arrange a replacement or refund at no return-shipping cost to you.
This policy reflects your instruction to accept full 14-day returns even on opened items. Because DERMAVIA+ is a Class IIa medical device sold in the UK and EU, we recommend a quick legal check that accepting opened returns does not conflict with the hygiene exemption you may wish to rely on under consumer regulations.