Return and Refund Policy
1. Right of Withdrawal
In accordance with consumer regulations, the customer has the right to withdraw from the purchase within up to 7 calendar days after receiving the product, without needing to justify the reason.
- The product must be unused;
- In its original packaging;
- With all accessories and proof of purchase (if applicable).
The refund will be processed after the return and verification of the product, within a maximum period of 10 business days.
2. Defective or Damaged Products
If the received product has a manufacturing defect or arrives damaged, the customer must contact us within 7 calendar days after receiving the order.
Photos or videos showing the issue must be provided. After review, we may:
- Issue a full refund;
- Send a new product at no additional cost;
- Or offer a proportional discount, according to the customer's choice.
3. Product Not Received
If the product is not delivered within a maximum period of 60 business days after shipment, the customer may choose to:
- Receive a full refund of the amount paid;
- Or request a free reshipment of the same product (if available in stock).
4. Items Not Eligible for Return
- Products showing signs of use or wear;
- Customized or made-to-order items;
- Products damaged due to misuse by the customer;
- Promotional items, except in cases of verified defects.
5. Procedure to Request a Refund
Send an email to: soporte@dermanie.com with the following information:
- Full name;
- Order number;
- Reason for the request;
- Photos or videos of the product (if applicable).
Once we receive your information, our team will contact you within a maximum of 3 business days to guide you through the next steps.
📩 Customer Service
Any questions can be sent to our customer service team:
Email: soporte@dermanie.com
Service Hours: Monday to Saturday, from 9:00 a.m. to 6:00 p.m. (excluding holidays)
Our commitment is to your satisfaction. We comply with all applicable consumer protection regulations.