Refund Policy

If you are a consumer, you can cancel any online order and return the goods within 14 days of receiving them, without giving a reason. This is your statutory right under EU Consumer Rights Directive 2011/83/EU (and, for UK customers, the Consumer Contracts Regulations 2013).

• Tell us you want to cancel by email to customerservice@dermagic.eu or by post. A short message is enough — you don't have to explain.
• Send the goods back to us within 14 days of telling us you want to cancel. The return address is on the Returns & Exchanges page.
• Return shipping is your responsibility for change-of-mind returns. We recommend a tracked service.
• We refund the price you paid for the goods plus the cheapest standard delivery cost we originally charged you, back to your original payment method.
• Refunds are issued within 14 days of us receiving the goods, or of you sending us proof that you have sent them.
• Opened or part-used products can be refunded, but we may reduce the refund to reflect any loss of value if the product has been handled beyond what would be reasonable in a shop.

If something arrives faulty, damaged in transit, expired, or different from what was ordered:

• Email customerservice@dermagic.eu with your order number and, if possible, a photo of the issue.
• We'll offer a repair, replacement or full refund, in line with your statutory rights under Irish, EU and UK consumer law.
• For faulty goods, we cover the cost of return shipping — either a prepaid label or a refund of your postage costs.
• These rights last well beyond 14 days. Please tell us as soon as reasonably possible, but you are not required to notice within any short window.

If your pet has an adverse reaction to a product, please stop using it immediately and consult a vet if the symptoms warrant it. Then let us know at customerservice@dermagic.eu or via live chat.

We refund the affected product on receiving your report, regardless of whether it has been opened or partially used, and we log adverse-event reports for product-safety review. This is not a change-of-mind matter — it is handled as product safety, and the 14-day window does not apply.

If your tracking shows the order as delivered but you haven't received it, please contact us within 7 days at customerservice@dermagic.eu. We'll open an investigation with the carrier (DHL or UPS, whichever shipped your parcel) — most cases resolve within 3 working days. If the parcel cannot be traced, we send a replacement or refund you.

Card, Apple Pay, Google Pay and PayPal refunds go back to the original payment method. Once we issue the refund on our side, the timing depends on your bank or provider:

• Card / Apple Pay / Google Pay: typically 5–7 business days, occasionally up to 10.
• PayPal: usually within 24 hours.
• Bank transfer (rare — used only for trade or special-case refunds): 3–5 business days.

The right of return may not apply, or may be limited, in a few narrow cases:

• Sealed products that are unsuitable for return for hygiene or health reasons, once the seal has been broken — except where the return is due to a fault or an adverse reaction.
• Trade orders placed as a business under our trade programme. Trade customers have their own return arrangements as set out in their trade agreement.