Refund policy

Refund Policy

Cancellations
If you change your mind after placing an order, you have a 24-hour window from the time of purchase to cancel without any charges. Approved cancellations will receive a full refund to the original payment method within 1 to 3 business days.

Damaged or Incorrect Items
If your product arrives defective, damaged in transit, or incorrect, contact us at supportdermave@gmail.com. We will cover all costs to reship the item or process a full refund. You will need to provide a photo or video of the issue. If a return is required, we will supply a prepaid shipping label.

Lifetime Warranty (Active Subscribers Only)
Active members of the Refill Subscription Program receive a Lifetime Warranty on their Dermave device.

  • Coverage: Free replacement for device malfunctions due to manufacturer defects while your subscription is active.

  • Conditions: Coverage ends immediately at the close of your billing cycle if you cancel your subscription. Future issues will not be covered.

Managing Your Subscription
Modify, pause, or cancel your plan at any time through the Self-Service Member Portal.

  • Skip or Pause: You can skip a shipment at any time without cancelling your subscription.

  • Cancellation Cutoff: Changes or cancellations must be made by 11:00 PM EST the night before your scheduled shipment. Orders locked in after 11:00 PM EST cannot be altered or cancelled. For urgent assistance, contact supportdermave@gmail.com.

Returns
We offer a 30-day return window from the delivery date for orders delivered to Australia, Canada, New Zealand, and the United States.

To qualify for a return:

  • Products must be unopened, unused, and in their original packaging ("new" condition). Items not in new condition are ineligible for a refund.

  • Customers are responsible for the return shipping fees unless the item arrived damaged.

  • To initiate a return, email supportdermave@gmail.com. Customer support is available Monday through Friday, 9:00 AM to 5:00 PM EST.

6-Month Warranty Terms

  • Coverage: Covers repairs or replacements for manufacturing defects during normal use for 6 months from the purchase date. Non-transferable.

  • Exclusions: Damage from misuse, abuse, unauthorized modifications, or external causes is not covered. Refunds are not provided under this warranty—repair or replacement only.

  • Claims: Contact supportdermave@gmail.com with proof of purchase and details of the issue. Customers are responsible for return shipping costs.

30-Day Money-Back Guarantee Exclusions
The 30-day money-back guarantee does NOT apply if:

  • You are dissatisfied with the chosen product color.

  • The item is damaged after use.

  • Delivery is refused from the carrier.

For any questions regarding our policies, contact us at supportdermave@gmail.com.