Refund policy
At DermX, we want you to be happy with your purchase. If you need to return a product or request a refund, please find our terms and instructions below.
Right of withdrawal
You have the right to withdraw from your purchase within 14 calendar days of receiving your order.
To exercise this right, email info@dermx.eu with the following information:
- Order number.
- Full name.
- Email address used for the purchase.
- Product or products you wish to return.
Once we receive your request, we will provide instructions on how to return your items.
Returns sent without a prior return request will not be accepted.
Return conditions
To be eligible for a return, the product must:
- Be in the same condition as when you received it.
- Be unused.
- Be unopened and not tampered with.
- Be in its original packaging.
- Include the receipt or proof of purchase.
For hygiene and safety reasons, we cannot accept returns of opened, used or tampered-with products, unless there is a manufacturing defect, the product arrived damaged or we sent the wrong item.
Return shipping costs
You are responsible for return shipping costs unless the product you received is faulty, damaged or different from the item you ordered.
If the product is faulty, damaged or incorrect, GLOBAL DIAMOND TATTOO, S.L. will cover the return shipping costs and, where applicable, arrange a replacement or refund.
Damaged, faulty or incorrect items
Please check your order as soon as it arrives.
If an item is faulty, damaged or incorrect, contact us as soon as possible at info@dermx.eu, including your order number and photographs of the product and its packaging.
We will review the issue and let you know how it will be resolved.
Exceptions and non-returnable items
We cannot accept returns of:
- Opened, used or tampered-with products.
- Products without their original packaging.
- Products damaged through misuse or circumstances beyond DermX’s control.
- Items for which a return is requested more than 14 calendar days after delivery.
- Gift cards, if available.
- Sale items, unless they have a manufacturing defect or we sent the wrong item.
If you have any questions about a specific product, please contact us before requesting a return.
Exchanges
We do not currently offer direct product exchanges.
The quickest way to get a different product is to request a return of the item you received and, once your return has been accepted, place a new order for the product you would like.
Refunds
We will notify you once we have received and inspected your return and let you know whether your refund has been approved.
If approved, your refund will be issued automatically to your original payment method.
The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@dermx.eu.
Contact
For any questions, complaints, issues or requests relating to an order, return or refund, please contact our customer service team:
Email: info@dermx.eu
Phone: +34 665 679 020
GLOBAL DIAMOND TATTOO, S.L.