We want you happy with your order
Returns & Exchanges
Fourteen days to tell us, fourteen more to send it back. Full statutory rights under EU and UK consumer law. Here's how it works.
The timeline
Your return window
14 days from delivery
Tell us within 14 days of receiving the order — your statutory right under EU and UK consumer law. No reason required.
14 more days to send it back
Once you've told us, you have another 14 days to actually post the goods back.
No window for faulty items
For faulty, damaged, expired or wrongly-described goods, the 14-day window doesn't apply. Tell us as soon as reasonably possible.
Step by step
How to return an order
1 · Tell us
Email customerservice@dermagic.eu with your order number. A plain “I want to return order #12345” is enough — you don't have to explain.
2 · Wait for our reply
We'll acknowledge your notice and confirm the return address. Only send the goods back once you've heard from us.
3 · Pack carefully
Use the original packaging where possible. Include a note with your order number so we can match the return to your account. Recommend a tracked service — we can only refund goods we actually receive back.
4 · Post to Waterford
Send to the return address below. Keep your tracking receipt as proof of return.
Return address
Dermagic EuropeIDA Industrial Estate
Eurobase House, 312 Cork Rd
Waterford X91 EH5N
Ireland
Please email customerservice@dermagic.eu before posting so we know to expect the parcel.
Return shipping
Who pays for the postage back?
You pay
Change of mind — you no longer want the product. Return shipping is your responsibility. Recommend a tracked service.
We pay
Faulty, damaged, wrongly-described or adverse-reaction return. We either send a prepaid label or refund your postage receipt.
The refund
How the money comes back
Inspection
We inspect returned goods within 3 working days of receipt.
Refund timing
Refunds are issued to your original payment method within 14 days of us receiving the goods — or of you sending us proof of postage, whichever is earlier.
What's refunded
For change-of-mind returns, the refund covers the price of the goods plus the cheapest standard delivery cost we originally charged. For faulty or adverse-reaction returns, we also cover your original delivery and return-postage costs.
Opened or part-used
Can still be refunded. For change-of-mind returns we may reduce the refund to reflect any loss of value if the product has been handled beyond what'd be reasonable in a shop.
Want a swap instead?
Exchanges
If you'd like a different size or a different product instead of a refund, email customerservice@dermagic.eu and tell us what you'd like — we'll walk you through the swap.