Returns & Refunds
Returns & Refunds
We want you to be completely satisfied with your purchase. If something isn't right, here is how we can help:
Your cooling-off period and right to cancel an order
As a retail consumer we offer you 30 calendar days from the day after an item was physically delivered to notify us that you wish to return an item.
Note: If the order has already been despatched, but not yet delivered, please contact us immediately (as we may still be able to stop the delivery).
1. Return Eligibility
We accept returns under the following conditions:
• Item was purchased within the last 30 days
• Item is unused, and in its original packaging
• Item is not marked as final sale or non-returnable
2. How to Initiate a Return
Contact us at info@dermfix.com with your order number and reason for return. We will respond within 2 business days with return instructions.
Ship the item back to the address provided using a trackable shipping method and enclose your order details so that we can process your returned items quickly and efficiently. Goods must be returned not later than 30 days from the day on which you communicate your desire to return the item/s.
There is no restocking fees for goods returned in original condition. Once we receive and inspect the item, we will process your refund.
3. Refunds
Approved refunds will be issued to your original payment method within 30 business days of receiving the returned item. Please note that your bank or payment provider may take additional time to process and issue the refund.
4. Exchanges
We offer exchanges for items of equal value. To request an exchange, follow the same process as a return and note the item you'd like in exchange. Exchanges are subject to availability.
5. Non-Returnable Items
The following items cannot be returned or refunded:
• Items marked as Final Sale
• Items returned after the 30 day return window
6. Damaged or Incorrect Items
If you received a damaged or incorrect item, please contact us within 14 days of delivery with your order number and a photo of the issue. We will send a replacement or issue a full refund at no additional cost to you.
7. Return Shipping Costs
Return shipping costs are the responsibility of the customer unless the item was damaged or incorrect.
8. Packages Cancelled in Transit
Please note that you will have to bear the costs of returning the goods if they have already been despatched from our warehouse. You may contact us for assistance and an estimated cost or take delivery and use your own delivery service to return the goods.
9. Packages Returned with Faulty/Broken/Missing Parts
Returned items may be liable for up to 100% of the original purchase costs if returned in an unsellable condition.
10. Contact Us
• Email: info@dermfix.com
• Response time: Within 2 business days
• Dermfix GmbH, Ried 46c, Westendorf, Tirol, 6363, Austria.
Last updated: 07.05.2026