Last updated: 8 July 2026.
About us — the seller
These Terms apply to sales made through dermagic.eu by Dermagic Europe, whose registered contact address is:
Dermagic Europe
IDA Industrial Estate
Eurobase House, 312 Cork Rd
Waterford X91 EH5N
Ireland
customerservice@dermagic.eu · +44 7425 388643
In these Terms, "we" / "us" means Dermagic Europe, and "you" means the person buying goods from us.
1. These Terms
1.1 These Terms apply to every order you place with us through this website. Please read them before placing an order — by placing an order you confirm that you have read and accept them.
1.2 We may change these Terms from time to time. The version that applies to your order is the version in force at the time you placed it.
1.3 Nothing in these Terms limits or excludes the rights you have as a consumer under Irish or EU consumer law, or (if you buy from the UK) under UK consumer law. Where a clause here would give you fewer rights than the law does, the law applies.
2. Placing an order
2.1 Prices on the site are inclusive of VAT where applicable and exclusive of delivery charges. Delivery is added at checkout.
2.2 When you place an order, that is an offer to us to buy the products at the price shown. We accept your offer when we send you an order-confirmation email. Until then, no contract exists between us and we may decline your order (for example if the product is out of stock, if we suspect fraud, or if we spot a genuine pricing error).
2.3 We accept payment by Visa, Mastercard, American Express, Apple Pay, Google Pay and PayPal. Approved trade customers may also pay by invoice on terms agreed in writing. Payment is taken at the time you place the order.
3. Delivery
3.1 We aim to dispatch orders within 2 working days. Standard delivery is by DHL Express, tracked. Full rates and timelines are on the Postage & Shipping page.
3.2 We will do our best to meet any indicative delivery date but cannot guarantee it. Delivery estimates are estimates, not commitments.
3.3 If we cannot fulfil part of your order (for example, if an item goes out of stock after you order), we will contact you to offer either a later delivery date or a refund for the affected item.
3.4 Risk in the goods passes to you when they are delivered to your address. Ownership passes to you once we have received full payment.
3.5 Deliveries outside the EU may be subject to local import VAT or duty charges. These are your responsibility.
4. Your right to cancel a distance-selling order (14 days)
4.1 If you are a consumer, you have the right to cancel any online purchase within 14 days of receiving your goods, without giving any reason. This is your statutory cancellation right under EU Consumer Rights Directive 2011/83/EU (as transposed in Ireland by SI 484/2013) and, if you are in the UK, under the Consumer Contracts Regulations 2013.
4.2 To cancel, send us a clear statement of your decision by email to customerservice@dermagic.eu or by post to the address at the top of this page. You may but do not have to use the model cancellation form set out at the bottom of this page. To meet the deadline it is enough that you send your notice before the 14-day period has expired.
4.3 When you cancel, we will refund the price you paid plus the cheapest standard delivery cost we originally charged you. Refunds are made to the original payment method within 14 days of us receiving the goods back, or of receiving proof that you have sent them.
4.4 You are responsible for the cost of returning the goods to us. You must send them back within 14 days of telling us you want to cancel. Please pack them safely; we recommend using a tracked service.
4.5 You may lose part of your refund if you have handled the goods more than was necessary to inspect them. Opened, part-used or contaminated products cannot be resold, so we may reduce the refund accordingly.
5. Faulty or wrongly-described goods
5.1 If the goods you receive are faulty, damaged in transit, or don't match how they were described on the site, please contact us at customerservice@dermagic.eu as soon as reasonably possible. Please include your order number and, if possible, a photo of the issue.
5.2 If the goods are faulty or misdescribed, you are entitled under Irish, EU and UK consumer law to a repair, replacement or refund — including a refund of the cost of returning the goods to us. These statutory rights last well beyond any voluntary warranty period and are not reduced by anything in these Terms.
5.3 In addition to your statutory rights, we voluntarily warrant our products to be free from manufacturing defects for 30 days from delivery. This voluntary warranty is separate from — and does not replace — your statutory rights.
6. Adverse reactions in a pet
6.1 If your pet has an adverse reaction to one of our products, please stop using the product immediately and consult a veterinarian if the symptoms warrant it.
6.2 Please also tell us what happened, at customerservice@dermagic.eu or via our live chat. We take adverse-event reports seriously — we log them for product-safety review, and we will refund the affected product regardless of whether it has been opened or partially used. This is not a matter for the general 14-day return policy — it is handled as a product-safety matter under our own procedure.
6.3 Information on this site is general education, not veterinary advice. If in doubt about your pet's condition, please see a veterinarian.
7. Cancelling an unfulfilled order
7.1 If you change your mind before we dispatch your order, contact us as soon as possible at customerservice@dermagic.eu. If your order has not yet left our warehouse, we will cancel it and refund you in full.
7.2 Once an order has been dispatched, section 4 (14-day cancellation) applies.
8. Trade customers
8.1 Approved trade customers order under the additional terms confirmed in writing when their trade account is approved. Where there is a conflict between these Terms and the trade agreement, the trade agreement takes precedence for trade orders.
8.2 The 14-day distance-selling cancellation right (section 4) does not apply to trade customers acting in the course of business.
9. Prices and pricing errors
9.1 Prices on the site can change at any time, but a price change will not affect an order we have already accepted.
9.2 If we discover a genuine pricing error (for example, a product shown at £2 that should have been £22), we may cancel the order and refund you in full before dispatch, rather than fulfil the order at the mistaken price.
10. Our liability
10.1 Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraudulent misrepresentation, or for anything else that cannot lawfully be limited.
10.2 Subject to 10.1, our total liability to you in connection with any order is limited to the price you paid for that order.
10.3 We are not liable for losses you could not reasonably have foreseen at the time you placed your order.
11. Complaints and dispute resolution
11.1 If something has gone wrong, please tell us first — we would rather sort it out directly. Email customerservice@dermagic.eu and we will acknowledge within one business day.
11.2 If we can't resolve it between us, EU consumers have the right to use the European Commission's Online Dispute Resolution platform to submit a complaint: ec.europa.eu/consumers/odr.
12. Governing law
12.1 These Terms and any contract we make with you are governed by Irish law. Disputes fall within the non-exclusive jurisdiction of the Irish courts.
12.2 If you are a consumer resident in another EU member state or in the UK, this does not deprive you of the protection of the mandatory consumer-protection rules in force where you live.
Model cancellation form
(You do not have to use this form — a plain email is enough. It is provided for convenience.)
To: Dermagic Europe, Eurobase House, 312 Cork Rd, Waterford X91 EH5N, Ireland — customerservice@dermagic.eu
I hereby give notice that I cancel my contract of sale of the following goods:
Order number: _____
Ordered on / received on: _____
Name of consumer: _____
Address of consumer: _____
Signature (only if this form is notified on paper): _____
Date: _____