Return & Refund

United States Returns & Exchanges Policy (DermXell)

Last Updated: October 14, 2025
Operated By: Aqualanes Limited — a subsidiary of Eunly Limited (collectively referred to as “DermXell”, “we”, “us”)

This page governs returns and exchanges for orders displayed on Google (Google Merchant Center) and shipped to the United States.

1) Return Window & Eligibility

  • Return window: 30 days from the delivery date.
  • Non-defective items: Accepted only if new / unused and in original, unopened packaging with all inserts and accessories.
  • Defective / Damaged items: Accepted even if opened or used after inspection and confirmation of the issue.

2) Exchanges

  • Exchanges accepted. Like-for-like exchanges or approved upgrades (customer pays any price difference) are available after we receive and inspect the returned item.

3) How to Start a Return (RMA Required)

  • Email support@dermxell.com with subject “Return – [Order #]” within 30 days of delivery.
  • We will reply with a Return Merchandise Authorization (RMA) and the return address.
  • Method: Returns are by mail only. Please ship with tracking and adequate packaging.

4) Return Shipping & Labels

  • Non-defective returns: The customer is responsible for the return shipping label and cost.
  • Defective / Damaged items: If we confirm a defect or carrier damage, we cover reasonable return shipping.

5) Condition Requirements

  • New-only (non-defective): Must be unopened, unused, unaltered, and in original retail packaging with all materials.
  • Opened / used items: Eligible only when the return reason is defective or damaged.

6) Fees & Refund Timing

  • Restocking fees: None.
  • Refund processing time: Refunds are issued to the original payment method within 7 business days after the returned item is received and passes inspection. Bank processing times may add 3–10 business days.

7) Refund Scope

  • Refund covers the product purchase price only.
  • Original and return shipping fees are non-refundable except for confirmed defective or damaged items.

8) Gifts & Promotions

  • Orders with a complimentary gift must return the gift unused and unopened with the qualifying order.
  • If the gift is not returned, its retail value may be deducted from the refund.

9) Items Not Eligible

  • Returns without an RMA or beyond the 30-day window.
  • Non-defective items that are opened / used or missing packaging / components.
  • Items damaged due to improper return packaging or shipped to the wrong address.

10) Contact

  • Email: support@dermxell.com
  • Business Hours: Mon–Fri, 9 AM – 5 PM Hong Kong Time (HKT)
  • Postal Address:
    Eunly Limited – Customer Service Dept.
    (Operated by Aqualanes Limited)
    Flat / Rm C1207, 12/F, Hang Cheong Factory Building,
    1 Wing Ming Street, Cheung Sha Wan, Kowloon, Hong Kong