Refund & Return Policy

Effective May 23, 2025

At Dermxell⁺, your satisfaction is the standard by which we measure success. The terms below explain—in clear but legally enforceable language—how refunds, exchanges, warranties, and returns work. By finishing a purchase, you acknowledge and accept this policy.

1. 60-Day Money-Back Assurance

  1. You may return a product for a refund of the purchase price (shipping and handling excluded) within 60 calendar days of the delivery date.
  2. To qualify, the item must be brand-new, unused, unaltered, factory-sealed, and in its original packaging. Items that arrive opened, unsealed, or showing any use will be refused and shipped back at the sender’s expense, with no refund issued.
  3. Goods returned in less-than-pristine condition—yet still eligible at our discretion—may receive up to 50 % of the original product price.
  4. Original and return shipping costs, duties, taxes, and handling fees are the customer’s responsibility. If your return drops the order total below a free-shipping threshold, the original shipping charge will be deducted from the refund.

1-A. Requests We Cannot Accept

The Money-Back Assurance does not cover “change-of-mind” scenarios, including—but not limited to—

  • Accidental or mistaken orders (wrong button, duplicate purchase, etc.).
  • Deciding you no longer want or need the item, or finding it elsewhere.
  • Purchasing for someone else and it doesn’t suit.
  • Orders placed by friends, family, or colleagues without the cardholder’s intent.

Any parcel returned for one of these reasons will be refused and—if shipped—returned at the sender’s cost, with no refund granted.

2. Exchanges & Order Cancellations

  • Like-for-like exchanges are processed at the item’s original purchase value once the returned product passes inspection.
  • Confirmed orders cancelled before dispatch incur a US $100 administrative fee.

3. Shipping, Customs & Lost Parcels

  • Dermxell⁺ is not liable for carrier delays, customs assessments, duties, taxes, or lost parcels.
  • If a package is lost, file a carrier claim immediately and copy our team at support@dermxell.com; we will assist where possible.
  • We cannot process refunds or exchanges while a credit-card chargeback or dispute is open.

Customer Responsibilities

  • Provide a complete and accurate delivery address, email, and contact number. Shipping issues arising from incorrect or incomplete details (address errors, unreachable phone, building-security restrictions) are entirely the customer’s responsibility.
  • If a parcel is held because no one is available to receive it, or building security denies courier access, you must arrange pickup promptly. We will email a reminder; failure to act may lead to return-to-sender charges and re-shipping fees—both payable by you—and no refund will be issued for these circumstances.

4. Final-Sale & Promotional Items

  • Products sold as sale, discounted, or clearance are final sale—no refunds, returns, or credits.
  • Orders older than 60 days are automatically ineligible for refund or credit.

5. Transit-Damage Claims

  • Report transit damage within 24 hours of delivery to support@dermxell.com, including clear photos or video. Claims filed late or without evidence may be denied.

6. Product-Specification Disclaimer

  • All dimensions, colours, languages, plug types, and other specifications are published before purchase. Variations that do not affect the core function of the product are not grounds for return or refund.

7. Conditions for a Full Refund

To receive 100 % of the product price:

  1. Initiate the return within 60 days of delivery.
  2. Ensure the item remains new, unused, unaltered, and factory-sealed.
  3. Pack it safely in the original cartons and include the receipt.
  4. Ship it to the return-centre address supplied by customer care.

8. Shipping Fees & Order Updates

  • All shipping fees—including “secured” shipping—become non-refundable once a tracking number is issued.
  • We will email any address clarifications or delivery updates; please respond promptly. Unanswered queries that cause delays or extra courier fees remain your responsibility.
  • When your local carrier marks the parcel “ready for pickup,” collect it promptly. Parcels returned to sender for prolonged hold times will require re-shipping fees, payable by you.

9. Warranty Terms

  • Each warranty covers one device only, is non-refundable, and starts on the purchase date.
  • Coverage is limited to the device’s external casing; consumables and internal parts are excluded. Replacement parts, if needed, will be quoted separately.
  • Any deliberate damage or misuse nullifies the warranty entirely.

10. Free-Gift Clause

  • Complimentary gifts have no cash value and may not be resold.
  • If you return a qualifying order, the free gift must also be returned unused and unopened. Failure to do so authorises Dermxell⁺ to deduct its retail value from your refund.

11. Secure-Shipping Liability Cap

Selecting secure shipping adds safeguards, but risks remain. Dermxell⁺’s liability for loss, damage, or theft is limited to the carrier’s terms up to 10 % of the product value. Customers seeking greater protection should purchase independent insurance.

12. How to Start a Return

  1. Email support@dermxell.com with your order number in the subject line.
  2. List the items you intend to return and attach proof of purchase.
  3. Wait for our reply with the return-centre address and instructions.
  4. Pack goods securely, include the delivery receipt, and ship them back.

13. Delayed or Missing Refunds

If a refund has not appeared:

  • Re-check your bank or card statement.
  • Contact your card issuer; posting times vary.
  • Ask your bank about processing delays.
  • Still no credit? Email support@dermxell.com for escalation.

Important Return Notice

To begin any refund or exchange, email support@dermxell.com within 60 days of delivery and include your order number to receive the authorised return-centre address. Returned goods must arrive new, unaltered, unused, and in their original packaging to qualify. For further questions after initiating a return, contact the same address.

Dermxell⁺ reserves the right to revise, renew, or replace this return procedure at any time, with or without prior notice.