When Can You Return an Item?

Dermvella™ offers a 180-day return window for eligible products, beginning on the date your order is delivered.

To request a standard return because an item is no longer needed, is not suitable for your preferences, or was ordered by mistake, please contact us within 180 calendar days of receiving the product.

Standard Return Conditions

To qualify for a preference-based return, the product must meet the following conditions:

How to Begin a Return

To request a return, please contact our customer support team before sending the product back.

Email service@dermvella.com and provide the following information:

Where Should Returned Products Be Sent?

Dermvella™ may use different fulfillment and return processing locations depending on the product and the original shipping destination.

For this reason, our registered business address is not necessarily the correct return warehouse address.

Please do not send returns to our business registration address unless our customer service team specifically instructs you to do so.

After reviewing your return request, our team will provide the designated return address and the instructions required for your particular item.

Who Pays for Return Shipping?

Return shipping responsibility depends on the reason for the return.

Return Shipping Labels

Where a prepaid return label is provided, our team will explain how to use it.

If you are responsible for return shipping and no prepaid label is provided, you may need to arrange shipment using a suitable tracked delivery service.

Any applicable return shipping responsibility will be communicated before you are instructed to send the item.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery and contact us as soon as reasonably possible if an item arrives damaged, does not function as described, or differs from the product you ordered.

To help us understand the problem, please provide your order number, a description of the issue, and photographs or videos when available and relevant.

Our customer support team will review the information and arrange an appropriate resolution.

Depending on the circumstances, available solutions may include:

Items That May Not Qualify for Standard Returns

Certain products may be excluded from preference-based returns when a specific exception has been clearly disclosed before purchase and is permitted by applicable law.

Examples may include:

These exceptions do not remove any statutory rights you may have when goods are defective, damaged, incorrect, or otherwise fail to meet applicable legal requirements.

If you are unsure whether a product is eligible for a standard return, please contact our customer service team.

Requesting a Different Item

If you purchased an item that does not suit your preferences and would like another product, please contact our team to discuss the available options.

For preference-based exchanges, the original product may need to be returned under the standard return conditions before a new order is placed.

If your original item is defective, damaged, or incorrect, please contact us before purchasing a replacement.

Our team will review the issue and provide an appropriate solution, which may include a replacement without requiring you to place a separate paid order.

When Will You Receive Your Refund?

Once your returned item reaches the designated return facility, it will be reviewed according to the applicable return conditions.

Our team will notify you when your return has been reviewed and whether the refund has been approved.

Refunds for Damaged or Incorrect Products

If a refund is approved for a product that arrived damaged, defective, incorrect, or materially different from its description, our team will explain whether a physical return is necessary.

Where a return is not required, refund processing may begin after the claim has been reviewed and approved.

Additional Consumer Rights

Customers may have additional cancellation, return, refund, or product conformity rights under the consumer protection laws applicable to their purchase.

For eligible orders delivered to consumers in the European Union, a statutory 14-day withdrawal period may apply, subject to the relevant legal conditions and exceptions.

Where such rights apply, they operate in addition to any voluntary return benefits provided under this policy.

Nothing in this policy is intended to exclude or restrict consumer rights that cannot lawfully be waived.

Need Help with a Return or Refund?

Our customer service team is available to assist with return eligibility, return instructions, refund updates, and product-related concerns.

When contacting us, please include your order number, the item involved, and a brief explanation of your request so we can provide relevant assistance.