Refund policy

We have a 14-day return policy, which means you have 14 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, unopen or unused in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at dermafactors@gmail.com. Please send returns to the following address: 120 W Central Ave. Winter Haven, FL. 33880 USA

If we accept your return, we’ll send you a return shipping label and instructions on how and where to send your package. We will not accept items sent back without first requesting a return. If you ordered the wrong items or no longer want them, you are responsible for the shipping cost to return them to us. 

You can always contact us for any return questions at dermafactors@gmail.com.

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

Exceptions / non-returnable items
Certain items cannot be returned, such as custom products (special orders or personalized items) and personal care goods (finished skincare products). 

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

Exchanges
The fastest way to 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, unopened, unused, in its original packaging. You’ll also need the receipt or proof of purchase.

If the returned goods are damaged, then the shipping cost is not refundable.

The customer is responsible for paying the shipping cost to return the item to the seller.

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 dermafactors@gmail.com.