Refund policy

Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To ensure the return is going to the correct address, please email us to ask for a return authorisation number and full return address.

Refused or Undeliverable packages: All undeliverable packages due to incorrect name or address, or not present/failure to claim will be refunded minus any delivery costs Neo-Derm has incurred in sending the products out to you.

Insuring Your Return: In order to guarantee a smooth and secure return process, we kindly recommend insuring the parcel when sending it back to us, considering the high value of the items. Please note that Neo-Derm LTD cannot be held responsible for any items lost or damaged during the return shipping process if insurance was not obtained. We highly encourage you to retain proof of postage and purchase appropriate insurance to safeguard your valuable items.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 14 days after delivery

Faulty or incorrect order: If you believe that any product you have received is faulty, please contact us via email at orders@neo-derm.co.uk. We take such matters seriously and will require an investigation to determine the issue before any further actions can be taken. You will be guided through the process to ensure a thorough and fair assessment of the product in question.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at orders@neo-derm.co.uk.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Please note the following:
All prescription products (POM) have an administration fee of £50 included in the price. In the unlikely event of any returns, this is non-refundable.

Order Cancellation: Once an order has been processed, we are unable to cancel it or offer an immediate refund. We urge customers to review their orders carefully before submission. If you need to amend or cancel your order, please contact us via email as soon as possible. While we cannot guarantee cancellation or changes after processing, we will consider alternative solutions on a case-by-case basis. If you still wish to obtain a refund after your order has been processed, you may return the product in its original, unopened, and unused condition upon receipt. Upon verifying the product's condition, we will process your refund accordingly.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at orders@neo-derm.co.uk.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.