Refund policy
Dermalueur website returns policy
- Faulty, Damaged or Incorrect Goods
11.1 By law, We must provide goods that are of satisfactory quality, fit for purpose, as described at the time of purchase, in accordance with any pre-contract information We have provided, and that match any samples or models that you have seen or examined (unless We have made you aware of any differences). If any digital content is included in the Goods, that digital content must also conform. If any Goods you have purchased do not comply and, for example, have faults or are damaged when you receive them, or if you receive incorrect (or incorrectly priced) Goods, please contact Us at info@Dermalueur.co.uk as soon as reasonably possible to inform Us of the fault, damage or error, and to arrange for a refund or replacement. Your available remedies will be as follows:
11.1.1 Beginning on the day that you receive the Goods (and ownership of them) you have 3 working days right to reject the Goods and to receive a full refund if they do not conform as stated above.
11.1.2 If you do wish to reject the Goods, and the 3 working day rejection period has not expired, you may request a replacement of the Goods. Following sufficient evidence has been provided that the Goods received have a fault, damage or error. We will bear any associated costs and will carry out the replacement within a reasonable time and without significant inconvenience to you. In certain circumstances, where a replacement is impossible or otherwise disproportionate, We may instead offer you a full refund. If you request a replacement during the 3 working days rejection period, that period will be suspended while We carry out the replacement and will resume on the day that you receive the replacement Goods. We will only be able to process a replacement once the defective goods have been returned, this will be at our cost.
11.1.3 If, after replacement, the Goods still do not conform (or if We cannot do so as previously described, or have failed to act within a reasonable time or without significant inconvenience to you), you may have the right either to keep the Goods at a reduced price or to reject them in exchange for a refund. We will only be able to process a refund once the defective goods have been returned, this will be at our cost.
11.2 Please note that you will not be eligible to claim under Clause 11 if you have purchased the Goods for an unsuitable purpose that is neither obvious nor made known to Us and/or if you have consumed/used the Goods. If the problem is the result of mishandling and negligence, misuse or intentional or careless damage. Please also note that you may not return Goods to Us under Clause 11 merely because you have changed your mind. Please refer to Clause 12 for more details.
11.3 To return Goods to Us for any reason under Clause 11, please contact Us at info@Dermalueur.co.uk to arrange for a collection and return. We will be fully responsible for the costs of returning Goods under Clause 11 and will reimburse you where appropriate.
11.4 Refunds (whether full or partial, including reductions in price) under Clause 11 will be issued within 4 weeks of the day on which We agree that you are entitled to the refund.
11.5 Any and all refunds issued under Clause 11 will include all delivery costs paid by you when the Goods were originally purchased.
11.6 Refunds under Clause 11 will be made using the same payment method that you used when ordering the Goods.
11.7 For further information on your rights as a consumer, please contact your local Citizens’ Advice Bureau or Trading Standards Office.
- Cancelling and Returning Goods if You Change Your Mind
12.1 You cancel for any reason before We despatch your order.
12.2 If you have received your items and wish to return them as you have changed your mind you must contact us immediately: 12.2.1 Telephone: 0121 389 8563;
12.2.2 Email: info@Dermalueur.co.uk;
12.2.3 Post: Dermalueur ltd, Avon House, 435 Stratford Road, Solihull, B90 4AA; In each case, provide Us with your name, address, email address, telephone number, and Order Number and/or Invoice number.
12.3 We may ask you why you have chosen to return the goods and may use any answers you provide to improve Our Goods and services, however, please note that you are under no obligation to provide any details if you do not wish to.
12.4 Please note that you may lose your legal right to cancel under Clause 12 in the following circumstances:
12.4.1 If the Goods are sealed for health or hygiene reasons and you have unsealed those Goods after receiving them;
12.4.2 If the Goods have been consumed or used;
12.4.3 If the Goods have been inseparably mixed with other items (according to their nature) after you have received them.
12.4.4 or if the Goods have been defected as the result of mishandling and negligence, misuse or intentional or careless damage
12.4.5 If we are not informed of your intention to return the goods within 3 days of receiving the goods
12.5 Please ensure that you return Goods to Us no more than 7 calendar days after the day on which you have informed Us that you wish to cancel under this Clause 12.
12.6 Delivery costs for goods returned under Clause 12 must be paid for by the customer.
12.7 You may return Goods to Us by Royal Mail or another suitable delivery service of your choice to Our returns address at Dermalueur ltd, Avon House, Stratford Road, Solihull, B90 4AA UK. OR please contact Us at info@Dermalueur.co.uk to arrange for a collection and return. Please note that you must bear the costs of returning Goods to Us if cancelling under Clause 12. We will also charge you the direct cost to Us of collection if you request that We collect the Goods from you 12.8 Refunds under Clause 12 will be issued to you within 2 weeks of the following:
12.8.1 The day on which We receive the Goods back; or
12.8.2 If We have not yet provided an Order Confirmation or have not yet dispatched the Goods, the day on which you inform Us that you wish to cancel the Contract.
12.9 Refunds under this Clause 12 may be subject to deductions in the following circumstances:
12.9.1 Refunds may be reduced for any diminished value in the Goods resulting from your excessive handling of them (e.g. no more than would be permitted in a shop). Please note that if We issue a refund before We have received the Goods and have had a chance to inspect them, We may subsequently charge you an appropriate sum if We find that the Goods have been handled excessively.
12.9.2 Standard delivery charges will not be reimbursed as part of your refund if delivery of Goods have been received. We will only reimburse the equivalent standard delivery costs when issuing refunds under Clause 11.
12.10 Refunds under Clause 12 will be made using the same payment method that you used when ordering the Goods