Refund policy
Return & Refund Policy
Plain-Language Summary
- Unopened and sealed — returnable within 30 days of delivery, at your cost. Full refund on approval.
- Opened or used — not eligible for return or refund. No exceptions.
- Faulty, damaged, or wrong item — always covered. Contact us within 14 days of delivery.
- Subscription orders already shipped — not eligible for refund. Pre-dispatch refunds may be available. See our Subscription Policy.
- Refund timing — 5 to 10 business days once approved. We do not issue instant refunds.
- This summary does not replace the full policy below. In any conflict, the full policy governs.
Contents
- Our Voluntary Return Policy — Unopened Items
- Hygiene Exemption — Opened or Used Products
- Faulty, Damaged, or Incorrect Items
- Items Not Eligible for Return or Refund
- Return Authorisation Procedure
- Return Shipping Costs
- Refund Processing
- Subscription Order Refunds
- Promotional and Discounted Orders
- Billing Disputes
- Late or Missing Refunds
- Changes to This Policy
- Applicable Law
- Contact
1. Our Voluntary Return Policy — Unopened Items
Derma Renewal Lab offers a voluntary return policy for eligible items. There is no federal US law that requires us to accept returns on online purchases; this policy is a courtesy we extend to give our customers confidence in buying from us.
You may return an eligible item within 30 calendar days of the delivery date as recorded by the carrier's tracking system, subject to all of the conditions below.
1.1 Eligibility Conditions
To be eligible for a return under this section, all of the following must be true:
- The item was purchased directly from dermarenewallab.com (we cannot accept returns for items purchased through third-party marketplaces or resellers)
- The return request is submitted within 30 calendar days of the delivery date
- The product's original tamper-evident hygiene seal is fully intact, unbroken, and undamaged
- The product is in its original, undamaged packaging with all original contents (inserts, accessories, promotional items included with the order)
- The product shows no signs of use, testing, or tampering
- A Return Authorisation Number (RAN) has been obtained before shipping the item back (see Section 5)
1.2 What "Unopened" Means
For the purposes of this Policy, "unopened" means the product is in exactly the condition in which it left our facility — with all tamper-evident seals, shrink wrap, and original closures fully intact. A product that has been removed from its outer box, even if not used, is not considered unopened if the seal has been broken or disturbed.
Upon receipt of a return, we will inspect the item. If the item does not meet the conditions above — including if the seal has been broken, packaging is damaged, or the product shows any sign of use — the return will be rejected. A rejected return will be sent back to you at your expense. See Section 7.2.
2. Hygiene Exemption — Opened or Used Products
Our products are personal care items that make direct contact with skin. For the health and safety of all customers, we cannot restock, redistribute, or resell any product whose seal has been broken or that shows any sign of use or tampering. This position is consistent with industry-wide standards for cosmetics, skincare, and personal care products.
This exemption applies regardless of:
- Whether the product was used once or never
- Whether the product caused a skin reaction or adverse effect (see Section 3 for faulty product claims)
- Whether the product was a gift
- The reason for the return request
- How quickly after opening you request a return
If you are unsure whether a product is right for you, please contact support@dermarenewallab.com before opening it. We are happy to answer questions about ingredients, usage, and suitability.
3. Faulty, Damaged, or Incorrect Items
If your order arrives in any of the following conditions, you are entitled to a remedy regardless of whether the product has been opened:
- The product is materially defective and does not function as described under normal use
- The product was physically damaged in transit (damage attributable to packaging or carrier handling, not post-delivery use)
- You received a different product from what you ordered (wrong item, wrong quantity, or missing item)
3.1 How to Make a Claim
Contact us at returns@dermarenewallab.com within 14 calendar days of the delivery date as recorded by carrier tracking. Your claim must include all of the following:
- Your order number
- The specific item(s) affected
- A clear description of the defect, damage, or discrepancy
- Clear, well-lit photographs showing the issue, taken within the original packaging where applicable
- A photograph of the outer shipping packaging and shipping label
- The batch number printed on the product (found on the base or label), where visible
Claims submitted more than 14 calendar days after the delivery date will be assessed on a case-by-case basis at our sole discretion. We strongly recommend inspecting your order upon delivery and contacting us promptly if there is an issue. The 14-day window exists because it becomes increasingly difficult to determine whether damage occurred in transit or post-delivery after a significant period has elapsed.
3.2 Evidence We May Request
We may request additional evidence to assess your claim, including:
- Video of the defective product in use
- Additional photographs from different angles
- Return of the item for physical inspection (in which case we will provide a prepaid return label)
We aim to assess all faulty/damaged/incorrect claims within three (3) to five (5) business days of receiving a complete submission.
3.3 Available Remedies
Where a claim is approved, we will offer one of the following remedies. In most cases, we will first offer a replacement or a refund and will discuss your preference:
- Replacement — We will dispatch a replacement item at no cost. Replacement shipping timelines match our standard processing and delivery times.
- Full refund — A refund of the purchase price of the affected item, processed to your original payment method within five (5) to ten (10) business days of approval.
Where the defective or incorrect item must be returned before a remedy is issued, we will provide a prepaid return shipping label at no cost to you. You will have fourteen (14) calendar days from receipt of the prepaid label to return the item.
3.4 Adverse Skin Reactions
An adverse skin reaction (redness, irritation, breakout) is not evidence of a product defect. Skin reactions can result from individual sensitivity, interactions with other products, pre-existing conditions, or incorrect use. If you experience a skin reaction, discontinue use and consult a dermatologist or healthcare provider. For assistance with correct usage, contact support@dermarenewallab.com.
Refund requests based solely on a skin reaction, without evidence of a product defect, will be assessed at our discretion and may not be approved.
4. Items Not Eligible for Return or Refund
The following items cannot be returned or refunded under any circumstances, except where they are confirmed to be faulty, damaged in transit, or incorrectly supplied (in which case Section 3 applies):
| Item / Condition | Reason |
|---|---|
| Products with a broken, damaged, removed, or tampered hygiene seal | Hygiene exemption — cannot be restocked or resold |
| Products showing any sign of use, testing, or tampering | Hygiene exemption |
| Products returned more than 30 days after delivery (change-of-mind) | Outside voluntary return window |
| Products purchased from a third-party retailer or marketplace | We cannot verify condition, price paid, or chain of custody |
| Products marked as final sale or non-returnable at time of purchase | Disclosed at checkout — no exceptions |
| Free gifts, promotional samples, and complimentary items | No purchase value to refund |
| Gift cards and store credit | Non-refundable by nature |
| Subscription orders already processed for shipping | See Subscription Policy and Section 8 below |
| Products damaged after delivery through misuse, accident, or failure to follow instructions | Post-delivery damage is customer responsibility |
| Returns received without a valid Return Authorisation Number (RAN) | Unauthorised returns cannot be processed |
5. Return Authorisation Procedure
To initiate a return, follow this procedure:
- Contact us first. Email returns@dermarenewallab.com with: your order number, the item(s) you wish to return, the reason for return, and (for change-of-mind returns) a photograph clearly showing the unbroken hygiene seal.
- Wait for authorisation. We will respond within two (2) business days with either a Return Authorisation Number (RAN) and the return address, or a request for additional information. Do not ship the item until you receive written authorisation.
- Package securely. Pack the item in its original outer packaging where possible. Include all original contents — product, leaflets, accessories, and any complimentary items that came with the order. Write the RAN clearly on the outside of the parcel.
- Ship within 14 days. Post the return within fourteen (14) calendar days of receiving your RAN, using a trackable shipping method. We recommend using a carrier that provides delivery confirmation.
- Send us the tracking number. Email your tracking number to returns@dermarenewallab.com so we can confirm receipt at our facility.
- Await inspection and decision. Once we receive the return, we will inspect it and notify you of our decision within three (3) to five (5) business days.
5.1 Consequences of Non-Compliance
Returns that fail to comply with this procedure may be refused or may not be refunded:
- Returns received without a valid RAN will be refused at delivery or held for thirty (30) days pending your response, after which they may be disposed of without refund
- Returns received after the 14-day shipping window from RAN issuance will be assessed at our discretion
- Returns missing original contents may be subject to a reduced refund
- Returns sent to an address other than the one specified in your RAN authorisation email cannot be located or processed
6. Return Shipping Costs
6.1 Faulty, Damaged, or Incorrect Items
Where we confirm that a return is required to assess or resolve a faulty, damaged, or incorrect item claim, we will provide a prepaid return shipping label at no cost to you. We will not reimburse return shipping costs incurred before a prepaid label was offered unless we have expressly authorised you to self-ship and have agreed to reimburse the cost in writing.
6.2 Change-of-Mind Returns
For all voluntary change-of-mind returns (unopened items returned within 30 days), the customer is responsible for all return shipping costs. We recommend shipping with a carrier that provides tracking and delivery confirmation. We are not liable for return shipments that are lost, delayed, or damaged in transit, and cannot issue a refund for items that do not reach our facility. Please note:
- Proof of postage is not proof of delivery. We can only process a refund once the item arrives at our facility and passes inspection.
- We do not reimburse return shipping costs for change-of-mind returns under any circumstances.
- We do not accept returns via carrier collect, COD, or any arrangement where we bear the shipping cost for a change-of-mind return.
6.3 Return Address
The return shipping address is provided in your RAN authorisation email. Do not ship returns to the address on the original shipping label. Returns sent to any address other than the one specified in your RAN authorisation will not be processed and cannot be forwarded or recovered by us.
7. Refund Processing
7.1 Approval and Timeline
Once your return is received at our facility and inspected, we will email you within three (3) to five (5) business days to confirm whether your return has been approved or rejected.
Approved refunds are processed to your original payment method within five (5) to ten (10) business days of approval. The appearance of the refund in your account depends on your card issuer or bank and is outside our control. Typical timelines are:
- Credit and debit cards: 5–7 business days after processing
- Some banks and credit unions: up to 10 business days
- Shop Pay or Buy Now Pay Later providers: timelines vary by provider — contact your provider if you have questions
We do not issue instant refunds. We do not issue refunds to a different payment method than the one used at checkout without your express written request and our written confirmation. We do not issue refunds as cash, check, or cryptocurrency.
7.2 Rejected Returns
If an inspection reveals that the returned item does not meet the eligibility conditions in Section 1 — including a broken seal, signs of use, missing contents, or damage attributable to the customer — the return will be rejected. We will notify you by email within the inspection window and will offer to return the item to you at your shipping cost.
If you do not respond to a rejected return notification within fourteen (14) calendar days, or if you decline to pay return shipping, we reserve the right to dispose of the item without further notice and without refund.
7.3 Original Shipping Costs
Original outbound shipping costs are non-refundable, except where the return is the result of our error (faulty item, damaged item, or incorrect item). This applies even where the original order qualified for promotional free shipping — in the event of a partial return, the value of any shipping subsidy applied to the returned item may be deducted from the refund.
7.4 Partial Returns and Promotional Orders
If you return only some items from an order that included a bundle discount, multi-item promotion, or tiered discount, the refund will reflect the effective price paid for the returned item(s) under the promotion rather than the full individual retail price.
Example: If you ordered a 2-item bundle for $140 (effective $70 per item) and return one item, the refund will be $70, not the standalone retail price of that item.
7.5 Partial Refunds
We may issue a partial refund, at our sole discretion, where:
- The outer packaging is damaged but the hygiene seal is intact — we will apply a restocking deduction
- Original contents (leaflets, accessories) are missing from the returned parcel
- The return is received after the 30-day window but we elect, at our discretion, to accept it
We will communicate the partial refund amount before processing and will not apply a deduction without notifying you first.
7.6 Scenarios at a Glance
✓ Full refund
Unopened, sealed, within 30 days, all contents present, RAN obtained, inspection passed.
✓ Full refund (faulty/damaged/wrong)
Confirmed faulty, transit-damaged, or incorrect item. Reported within 14 days with evidence.
~ Partial refund possible
Damaged outer packaging (seal intact), missing inserts, or late return accepted at our discretion.
✗ No refund
Opened or used. Subscription order shipped. Outside return window. No RAN. Third-party purchase.
8. Subscription Order Refunds
Subscription orders are governed by our Subscription Policy in addition to this Policy. The following is a summary — the Subscription Policy governs in the event of any conflict.
| Scenario | Outcome |
|---|---|
| Renewal charged but order not yet in fulfilment | Contact us immediately at returns@dermarenewallab.com. If we can intercept the order before dispatch, a full refund will be issued within 5–10 business days. |
| Renewal charged and order already in fulfilment or shipped | No refund. The shipment will be delivered. Cancellation of your subscription stops future charges but does not reverse a charge already in progress. |
| Delivered subscription order — faulty, damaged, or wrong item | Section 3 of this Policy applies. Contact us within 14 days of delivery with evidence. Replacement or refund available. |
| Delivered subscription order — change of mind or unwanted | Not eligible for refund. Section 2 (hygiene exemption) and the Subscription Policy govern. |
| Cancelled subscription — past charges | Cancellation stops future charges only. No refund is available for past subscription charges where the corresponding orders were shipped as expected. |
For pre-dispatch cancellation of a subscription renewal, email returns@dermarenewallab.com with the subject line: CANCEL BEFORE DISPATCH — [your order number]
9. Promotional and Discounted Orders
9.1 Promotional Codes and Discounts
If your order was placed using a promotional code, introductory offer, or loyalty discount and you subsequently return eligible items, the refund will reflect the promotional price paid, not the full retail price. Promotional codes and discounts are not re-issued, reinstated, or carried forward following a return.
9.2 Free Shipping Promotions
If your order qualified for free shipping as part of a promotional threshold and a return brings your order value below that threshold, we reserve the right to deduct the standard shipping cost from the refund amount. This deduction will be disclosed before the refund is processed.
9.3 Final Sale Items
Items purchased as part of a clearly marked final sale, clearance event, or non-returnable promotion are not eligible for return or refund under any circumstances except where the item is confirmed to be faulty, damaged in transit, or incorrectly supplied. The non-returnable nature of final sale items will be disclosed on the product page and at checkout before purchase.
10. Billing Disputes
If you have a concern about a charge on your statement from Derma Renewal Lab, please contact returns@dermarenewallab.com before contacting your bank or card issuer. We aim to resolve all billing queries within one (1) to two (2) business days and can typically resolve legitimate errors faster than a bank-led dispute process.
If you contact us with a billing concern, we will:
- Acknowledge your query within one (1) business day
- Review the charge, your order history, and any relevant documentation
- Respond with our findings and, where an error is confirmed, issue an appropriate remedy
If after our review you disagree with our position, you retain the right to pursue resolution through your bank or card issuer. We will cooperate fully with any legitimate bank or card network dispute investigation and will provide all relevant documentation — including your order confirmation, shipping records, and correspondence history — to your financial institution as part of that process.
11. Late or Missing Refunds
If you have received a refund confirmation from us but the funds have not appeared in your account within the timeframe stated in Section 7.1, please take the following steps before contacting us:
- Check your bank or card statement. Refunds sometimes appear with a different transaction description or on a different statement date than expected.
- Allow the full processing window. Card refunds can take up to ten (10) business days to appear, depending on your card issuer.
- Contact your card issuer or bank. Ask them to check for a pending credit on your account — some institutions show pending refunds that are not yet visible on your statement.
- Contact us at returns@dermarenewallab.com with your order number and our refund confirmation email. We will provide you with the refund reference number to share with your bank.
We cannot expedite or duplicate a refund that has already been submitted for processing. Once a refund has been issued by us, the timeline for it to appear in your account is controlled by your financial institution.
12. Changes to This Policy
We may update this Policy at any time to reflect changes in our practices, applicable law, or business operations. The version of this Policy in effect at the time of your order applies to that order.
Material changes — including changes to the return window, the hygiene exemption, or the refund processing timeline — will be communicated by email and by a prominent notice on our website at least fourteen (14) calendar days before taking effect. Non-material changes may take effect immediately upon publication.
The latest version of this Policy is always available at dermarenewallab.com/policies/refund-policy.
13. Applicable Law
This Policy is governed by the laws of the United States. We comply with all applicable federal and state consumer protection law, including the Federal Trade Commission Act (15 U.S.C. § 41 et seq.) and applicable state consumer protection statutes.
Nothing in this Policy is intended to exclude or limit any right you have under applicable federal or state law. Where any term of this Policy conflicts with a right granted to you by law, the legal right prevails and this Policy will be read as if the conflicting term were absent.
14. Contact
Returns & Refunds Contact
For all return requests, refund queries, and faulty item claims:
Email: returns@dermarenewallab.com
For general support: support@dermarenewallab.com
Response time: Within one (1) to two (2) business days, Monday–Friday, excluding US federal holidays
Always include your order number in all correspondence. For return requests, please include the information listed in Section 5. For faulty or damaged item claims, please include the evidence listed in Section 3.
