Return Policy

We want every Dermeva purchase to feel right. If something is off, this page explains exactly how returns and refunds work in the United States, the United Kingdom, and Canada.

1. The 90-day money-back guarantee

You have 90 days from the delivery date to request a refund on any Dermeva product, even if the bottle has been opened. Real skin results take time, and we would rather have you try the serum properly than feel rushed.

To start a return, email support@getdermeva.com with your order number and a short note. We will reply within one business day with the return address and instructions.

2. UK 14-day cooling-off period

If you are a consumer in the United Kingdom, you also have a separate 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, beginning on the day you receive your order. To cancel within that window, email us with the words "Notice of Cancellation" — you do not need to give a reason. We will refund the price of the product and the standard outbound delivery cost within 14 days of receiving the goods back. This statutory right runs alongside (not instead of) our 90-day guarantee — whichever is more generous applies.

3. Condition and restocking fee

• Returned bottles can be opened and partly used — that is the point of a satisfaction guarantee.
• We may apply a small restocking fee (typically up to 15% of the product price) if a returned item arrives damaged through misuse, is missing the carton, or shows signs of having been tampered with.
• Sample sachets and free gifts received with a paid order do not need to be returned.

4. Items that are final sale

• Gift cards.
• Items marked "Final sale" at checkout (typically end-of-line bundles).
• Products purchased from a third-party retailer — please contact the retailer that sold you the product.

5. Damaged, defective, or incorrect items

If your order arrives damaged or you receive the wrong item, you do not need to return it. Take a photo of the damage or incorrect item and email it with your order number to support@getdermeva.com within 30 days of delivery. We will ship a replacement within one business day at no cost to you.

6. Return shipping costs

• Damaged, defective, or incorrect orders: we cover everything. No return needed in most cases (see section 5).
• Change-of-mind returns inside the UK 14-day cooling-off period: the cost of returning the goods is yours under the Regulations. We refund the original outbound shipping (standard rate).
• Other 90-day-guarantee returns: the cost of return shipping is yours.

We recommend a tracked or signed-for service. We cannot refund items lost in transit on the way back to us.

7. How long refunds take

Once we receive the returned item we inspect it within 2 business days and issue the refund to your original payment method. Most banks then post the refund within 3 to 10 business days; PayPal is usually faster, and Apple Pay/Google Pay timing depends on the underlying card. You will receive an email confirming the refund the moment we send it.

8. Customs and import duties on international returns

If you are returning a product from outside the United States, please mark the package as "Returned goods — no commercial value" on the customs form. Returns shipped without that declaration may attract import duties for which we will need to deduct from your refund.

9. Cancellations before dispatch

We pack quickly, so the window for changing or cancelling an order before it ships is roughly one hour. Email support@getdermeva.com with your order number — if it has not yet been picked we will adjust or cancel it at no cost. If it has already shipped, the easiest path is to let it arrive and start a return.

10. Statutory rights

Nothing in this Return Policy affects your statutory rights. UK customers retain rights under the Consumer Rights Act 2015 (satisfactory quality, fitness for purpose, as described). Canadian customers retain rights under provincial consumer-protection legislation. US customers retain rights under federal and state consumer-protection law.