At Dermolve, we want you to be completely satisfied with your purchase. We understand that sometimes a return is necessary. You can return your order to us for a full refund, store credit or an exchange. Please read our return policy carefully to ensure a smooth and efficient process.

Returns

You have the right to cancel your purchase of the Nail Care Pen within 60 days of receiving it, without giving any reason. After cancellation, you have another 60 days to return the product.

Starting the return process

• To start a return, please contact our customer service team at support@dermolve.com
• Please include your order number, a clear reason for the return and, if applicable, supporting photos.

Return costs

Customers bear the responsibility for return shipping costs unless the return is a result of an error on our part or if the product is found to be defective/wrong item (color or size). Please note that shipping delays due to customs clearance, which are beyond our control, are not considered valid reasons for initiating a return.

Return Requests:
Dermolve functions on a global scale, and in certain instances, we may be unable to furnish a return label for shipping the return order. Nevertheless, you will be provided with a label containing return instructions.

In the event that your package arrives damaged, defective, or contains the wrong color/size, we will cover the return shipping costs. You will receive a voucher code that can be applied during the return process. However, for any other return reasons not specified above, the customer will be responsible for the return shipping charges. We recommend using a traceable method to send back the item. 

Return Orders with Issues: Damage/Wrong Color or Size

Products that are incorrect, defective, or damaged during transit are eligible for returns. The item must be in its original, unused condition and packaging. Upon reviewing your request, we will issue a return number along with instructions on the return process. Please make sure to ship the return within 14 days of receiving the return number.

Upon receiving the returned product, our team will inspect it for eligibility. If the return is approved, we will process a replacement or issue a refund, as per your preference.

Exchange Request
Exchanges are only applicable within the specified return period, typically within 14 days from the date of delivery. Ensure that the product is securely packaged to prevent damage during transit. We offer exchanges for products of equal value only. If the exchange item is of a different value, the customer is responsible for paying the price difference. Customers are responsible for the cost of return shipping.

Return Exceptions / non-returnable items

All returns must adhere to the following conditions:

• Unused and Unwashed: Merchandise must remain in its original, pristine condition. We are unable to process returns for items that have been worn, washed, or altered.
• Damage-Free Requirement: Products should exhibit no indications of wear or damage, unless they were received in a damaged condition.
• Bundle Order: While we typically do not accept partial returns for items within a bundle (items bought in 2pcs, 3pcs, 4pcs, 5pcs etc. also count as bundle sales and are non-refundable when one or more of the items has been opened and/or used), customer satisfaction is our top priority, and exceptions may be made based on individual circumstances. If you have any concerns or specific situations, we encourage you to reach out to our customer service team at support@dermolve.com. We are committed to ensuring that our customers are happy with their purchase.
• Hygiene Products: Certain hygiene products, including but not limited to underwear, bikini, sleep masks, hair elastics, make-up, hair styling products, and beauty products, are non-returnable. However, should you encounter any issues with your hygiene product purchase, we are more than willing to explore alternative resolutions. We can offer a discount, process a refund in the form of store credit, or facilitate an exchange for a different item at no additional cost. Our goal is to ensure your satisfaction while adhering to the highest standards of safety and hygiene. Please feel free to reach out to our customer service team support@dermolve.com for further assistance.
• Special Exception: In specific instances, we may opt to dispatch a replacement item to you without necessitating the return of the original item. Should you find the replacement item unsatisfactory, both the original and replacement items must be returned to be eligible for a refund. Please note that this is a one time exception, and any subsequent replacements will only be issued upon the return of the items.

Refund Processing

After receiving the returned item, we will inspect it and initiate the refund procedure. The refunded amount will be credited to the original payment method. Please note that the duration for the refund to reflect in your account may vary, depending on your bank's processing timeframe. Restocking fees may be deducted if applicable.

Please note: Products returned without a completed return form are not eligible for a refund.

Return authorisation

If your package arrives damaged, defective or with the wrong variant, we will reimburse the return costs. You will then receive a voucher code that you can use during the return process. For all other reasons for return, the customer is responsible for the return costs. We recommend sending the package via a traceable method.

Restocking Fee:
All returns are subject to a 15% restocking fee. This fee is designed to cover the costs associated with processing returns, restocking inventory, and any potential depreciation of the returned items.

Conditions for waiver:

The restocking fee may be waived in the following cases:

• The item is defective or damaged upon receipt.
• The wrong item was shipped and no replacement is available.

Requests for exemption will be assessed on a case-by-case basis.

Changes to the return policy

Dermolve reserves the right to change or update this return policy at any time. Changes will take effect immediately upon posting on our website.

Do you have any questions or comments about our return policy? Please contact our customer service at support@dermolve.com