Return & Refund Policy

Eligible orders may be returned within sixty (60) calendar days from the date the order ships. The window is measured from the shipment date shown in your confirmation email, not from the delivery date. Return requests submitted after the 60-day window will not be accepted.

To be eligible for a return, all of the following must be true: (a) the request is submitted within the 60-day window; (b) the item was purchased directly from Dermara; (c) proof of purchase (order number and email) is provided; (d) the item is in reasonably good, clean, and functional condition, with all included accessories, cables, and packaging where practical; and (e) the return has been authorized by our support team.

To start a return, email hello@dermara.beauty with your order number, the item(s) you wish to return, the reason for return, and, where applicable, photos or a short video demonstrating the concern. Our team will review your request and, if approved, issue a Return Merchandise Authorization (RMA) along with the specific return shipping address. Returns sent without an RMA or to any address other than the one provided by our support team will not be processed or refunded.

Once your return arrives at the address provided with your RMA, our team will inspect the item within 5–10 business days. Refunds are issued only after the item passes inspection and is confirmed to meet the eligibility conditions above. Items that show evidence of misuse, abuse, tampering, unauthorized modification, or that are missing required components may be denied, partially refunded, or returned to you at your expense.

Approved refunds are issued to the original payment method within 5–10 business days after inspection. Depending on your bank or card issuer, funds may take additional time to appear in your account. Dermara is not responsible for delays caused by financial institutions.

We do not process direct exchanges. If you would like a different item, please request a return of the original order and place a new order for the replacement. Replacements for products confirmed by our team to have arrived damaged, defective, or incorrect will be sent at no additional cost to you, subject to inspection and stock availability.

If your order arrives visibly damaged, please contact hello@dermara.beauty within 7 days of delivery with photos of the outer packaging, the item, and the shipping label. Claims submitted after 7 days may be denied. Damage caused after delivery — including drops, spills, or improper storage — is not covered.

If tracking indicates your package has not moved for more than 15 consecutive days, please contact us so we can open a claim with the carrier. Packages marked delivered by the carrier are considered delivered; if you believe a package marked delivered was lost or stolen, notify us within 7 days and we will assist in filing a carrier investigation. Refunds or replacements for lost packages are issued only after the carrier's investigation is complete.

If you receive an item different from what you ordered, contact us within 7 days of delivery with your order number and photos of the item received. We will arrange the correction at no cost to you.

Original shipping charges are non-refundable except where the return is caused by our error (for example, an incorrect or defective item). Return shipping costs are the responsibility of the customer unless the return is due to a confirmed error, defect, or damage attributable to Dermara. We recommend using a trackable shipping method; Dermara is not responsible for returns lost or damaged in transit.

Partial refunds may be issued, at our reasonable discretion, when a returned item is missing accessories or original packaging, shows cosmetic wear beyond ordinary trial use, or has been used in a way that reduces its resale condition.

The following are non-returnable: (a) items marked 'Final Sale' or 'Non-Returnable' at the time of purchase; (b) gift cards and store credit; (c) free items and promotional add-ons; (d) topical skincare products, serums, and consumables once opened or unsealed, for hygiene and safety reasons; (e) items returned without an RMA; and (f) items returned outside the 60-day window.

All returns require valid proof of purchase from Dermara, including order number and the email address used at checkout. Requests without valid proof of purchase will be declined.

To protect our customers and our brand, Dermara may request additional information before approving a return or refund, including photos, video, device serial numbers, and confirmation of shipping details. We may verify order history, delivery records, and payment information. Requests that we reasonably believe to be fraudulent, misleading, or made in bad faith — including repeated returns of used items, empty-box returns, serial-number mismatches, or resale-related activity — will be denied. We reserve the right to deny future purchases, refuse returns, or cancel accounts associated with abusive or fraudulent behavior.

If you have a concern about an order, please contact us first at hello@dermara.beauty so we can resolve it directly. Filing a chargeback for a resolvable issue, or after receiving a refund, replacement, or store credit, may be considered a fraudulent chargeback. Dermara actively disputes fraudulent chargebacks with documentation and reserves the right to recover amounts owed, ban the account, and refuse future orders. Nothing in this section limits your legal rights against unauthorized use of your payment method.

In summary: contact support, receive your RMA and the specific return address, ship the item within the timeframe stated in your RMA, and allow time for inspection and refund processing. Returns sent to any address not provided by Dermara's support team will not be received or refunded.

Dermara may update this Return & Refund Policy at any time. The version in effect at the time of your purchase applies to that order.