Warranty, Returns & Complaints Policy – DermFarma.com

At DermFarma, your peace of mind is our priority. We strive to resolve every concern with fairness, transparency, and care.

1. Warranty Period

1.1 Unless otherwise stated, all products come with a 24-month warranty period, starting from the date you receive the goods.

1.2 The warranty may be shorter or longer depending on the expiration or usage period indicated on the product packaging. The warranty is always limited to the product’s official shelf life.

  • 1.2.1 Most products are labeled with “Best Before” dates.

  • 1.2.2 For products with a minimum durability of over 30 months, no expiry date is required on the packaging.

  • 1.2.3 Instead, packaging often includes the Period After Opening (PAO) symbol (an open jar icon).

  • 1.2.4 This symbol indicates how long the product remains usable after opening (e.g., “12M” = 12 months).

1.3 If you submit a complaint, the warranty period is automatically extended for the duration of the claims process.

1.4 Replacement products issued under warranty retain the original warranty period.

2. Eligibility for Claims

2.1 You may file a complaint if the product:

  • Does not match the purchase agreement, or

  • Cannot be used as intended within the warranty period.

2.2 Customers are expected to inspect products upon delivery and report any visible damage or defects immediately.

2.3 If the package is delivered by a carrier, you must check its condition on receipt. If damaged, notify the carrier without delay.

2.4 If the packaging shows clear signs of tampering or severe damage, we strongly recommend refusing the delivery. The parcel will then be returned to us at no cost to you, and we will arrange a replacement.

3. How to Submit a Complaint

3.1 Please contact us first so we can help resolve your concern quickly:

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3.3 Please include proof of purchase (receipt, invoice, or order number).

3.4 To process a claim, provide your contact details (full name, phone number, and email).

3.5 You may request your preferred form of resolution (replacement, substitute, discount, refund, or voucher). We will make every effort to honor your request, but final resolution may vary by agreement.

4. Returns & Complaint Processing

4.1 You will be informed within 3 working days of how your complaint will be handled.

4.2 All claims will be resolved within 30 days of receipt.

4.3 You will be updated by email or phone once your complaint is registered.

4.4 Depending on the situation, the product may be:

  • Repaired,

  • Replaced,

  • Refunded (in cash, voucher, or transfer), or

  • Discounted.

4.5 If we cannot resolve your claim within 30 days, you are entitled to a refund or replacement.

4.6 If the complaint is accepted, you are entitled to reimbursement of reasonable costs related to the claim.

5. When Returns Are Not Possible

We cannot accept returns in the following cases:

  • 5.1.1 Opened or used cosmetic products without defects (for hygienic reasons).

  • 5.1.2 Products past their expiration date, if this was clear at the time of purchase.

  • 5.1.3 Normal wear and tear.

  • 5.1.4 Damage caused by improper use, storage, or handling.

  • 5.1.5 Damage caused by external events or force majeure.

6. Medicines

Please note: Medicines cannot be returned or exchanged under EU regulations, even if unopened or unused.

7. Order Cancellations

Orders may be canceled before they are processed and shipped. To cancel, please email us at support@dermfarma.com with your order number and the item(s) you wish to cancel. Refunds are issued in full to your original payment method.

⚠️ Important: International orders may be subject to customs regulations. It is the customer’s responsibility to verify if a product is permitted for import into their country. DermFarma cannot be held responsible for customs refusals or delays.