Cancellations and Returns

Your cooling-off period and right to cancel an order

As a retail consumer you have 14 calendar days from the day after an item was physically delivered to notify us that you wish to return an item.  You then have an additional 14 calendar days from that point to actually return the item or provide proof of the return if already completed.  You will have to bear the direct cost of returning the goods. Upon goods being returned your payment will be refunded via the original method of payment (e.g. Paypal to Paypal or Bank to Bank).  If the order has already been despatched please contact us immediately (as we may still be able to stop the delivery) or otherwise send the item back to our UK or European address for a full refund - but please enclose your order details so that we can process this quickly and efficiently.  The cancellation period will expire after 14 days from the day on which you acquire physical possession of the final goods, (or are acquired on your behalf by a third party other than the carrier and indicated by you).

Processing refunds

We will always refund buyers within 14 calendar days, but usually much quicker, once we have received the returned item or proof of return.  We will refund your original cost of outbound postage but not the cost of returning items (unless the item was originally shipped in error or is faulty). We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us.  The deadline is met if you send back the goods before the period of 14 days has expired.

No restocking fees

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.  If you are looking to return a used item (after the 14 days deadline above) then please email to discuss if we can assist, and in this case we may need to charge a restocking fee.

To exercise your right to cancel, please contact:

Dermfix GmbH
Ried 46C
6363 Westendorf
Tirol (AT)

Please state clearly your decision to withdraw from the contract.  This statement can be made by post, fax or email.  We will then acknowledge receipt of your cancellation.  To meet the 14 day cancellation deadline, it is sufficient that you send your communication before the withdrawal deadline.

Sample text of information we require to process a cancellation:

Send to:

Dermfix GmbH
Ried 46C
6363 Westendorf
Tirol (AT)

I / We [*] hereby give notice that I / We [*] cancel my/our [*] contract of sale of the following goods:

Ordered on [*] / received on [*]:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s):
(only required if this form is sent on paper).


[*] Delete as appropriate.


The rights above do not apply to the following contracts:

• Contracts for the supply of goods that are made to the consumer’s specifications or are clearly personalised.

• Contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

• Business to Business contracts that do not fall under Consumer Law.