Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at mydermaessence@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at mydermaessence@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at mydermaessence@gmail.com.

Thank you for shopping at My Derma Essence.
We want you to be fully satisfied with your purchase. If you experience any issues, please review our return and refund guidelines below.

Eligibility for Returns

We accept returns only if:

  • You received a damaged, defective, or wrong product

  • The product is unopened, unused, and in its original packaging

  • You contact us within 3 days of delivery

Cosmetic and personal care items cannot be returned once opened due to hygiene and safety reasons.

Non-Returnable Items

  • Opened or used products

  • Items damaged due to customer handling

  • Sale or discounted items

  • Gift cards

Return Process

To start a return, please contact us at:
Email: mydermaessence@gmail.com
WhatsApp: 03037410005

We may request photos or videos as proof of the issue.

Refunds

Once your return is inspected and approved:

  • Refund will be issued via the same payment method, or through store credit

  • Refunds may take 5–10 business days depending on your bank/payment provider

Exchanges

If an item arrived damaged or incorrect, we can send a replacement free of charge.

Order Cancellation

Orders can only be cancelled within 2 hours of placing the order. After processing, cancellation is not possible.