Last updated: 15 July 2026
We want you to be happy with your order. Because we supply skincare and personal-care products, some hygiene rules apply to returns. This policy explains when and how items can be returned.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty, or is not what you ordered, contact us within 14 days of delivery at info@dermafeel.net with your order details and photos. We will arrange a replacement or refund for the affected items at no cost to you.
Returns of unopened items
- Unopened items in their original, sealed packaging may be returned within 14 days of delivery.
- Contact us first to request a return and receive instructions — please do not send items back without confirmation.
- Return shipping for change-of-mind returns is arranged and paid by the customer, unless the return is due to our error.
Items that cannot be returned
For hygiene and safety reasons, skincare and personal-care products cannot be returned once opened, used, or if the seal is broken, unless the item is faulty. This does not affect your rights in the case of a faulty product.
Refunds
Once we receive and inspect an approved return, or confirm a damaged/incorrect item, we will process your refund to the original payment method. The time for the refund to appear depends on your bank or payment provider.
Wholesale and clinic orders
Returns for clinic and wholesale orders are handled case by case under the terms confirmed in your quotation. Please contact us to discuss any issue.
Contact us
To start a return or report a problem, contact us at info@dermafeel.net or +852 6851 4015.