Refund policy
At Dermastation, we want you to love your purchase. If for any reason you're not satisfied, we're here to help.
Change of Mind – Online Purchases
You have the right to cancel your order within 14 days of receiving your goods. To be eligible for a return:
- Items must be unused, unopened, and in their original packaging, including seals and hygiene strips intact.
- Returns must be requested within 14 days of delivery, and items returned within another 14 days from your return request.
Please note:
- For hygiene reasons, we cannot accept returns on any used or opened skincare or cosmetic products, unless they are faulty.
- Prescription items cannot be returned or refunded once they have been dispensed and dispatched, in accordance with UK health regulations.
- To request a return, please contact our customer care team at hello@dermastation.co.uk with your order number and reason for return.
Faulty or Damaged Items
If your item arrives faulty, damaged, or not as described, please let us know within 30 days of delivery. We will offer a replacement, refund, or repair as appropriate under the Consumer Rights Act 2015.
Please email hello@dermastation.co.uk with:
- Your order number
- Description of the issue
- Clear photos of the item and packaging
Refunds
Once we receive your return and inspect it, we will notify you of the approval or rejection of your refund. Approved refunds are processed within 5–7 working days.
Please note:
- Original delivery charges are only refundable for faulty or incorrect items.
- You are responsible for return postage costs unless the item is faulty or incorrect.
Exchanges
We currently do not offer direct exchanges. If you wish to change an item, please follow the return process and place a new order.
Non-Returnable Items
- Opened or used skincare/cosmetic products
- Products without original packaging or hygiene seals
- Gift cards and promotional items
- Prescription products once dispensed and dispatched