Refund and Returns Policy
We know that sometimes what you order may not be what you expect. Although we are sure you will be more than happy with any product you purchase from CellDerma, sometimes something might happen that is beyond our control. If that is the case the following policy will assist you in getting the help you need.
We would always recommend that you call us first to discuss on 02394 003682. This will speed up the process and allow us to support you where we can.
Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange unless your product is deemed faulty. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.
Please note if the good is deemed faulty then CellDerma will replace or refund the item as per the Sales Of Goods Act. Please call 02394 003682 before sending any faulty items back. This will allow us to ensure that your return is handled efficiently.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your bank or credit card company as it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.I RECEIVED THE WRONG ITEM
On the rare occasion that you receive the wrong item, please email us with your order number, the name of the product wrongly received and a photo of the product. We will dispatch the new item to you within 36hrs, in line with DPD’s Next Day Delivery promise. Inside of the parcel, we will include a returns label and an extra parcel bag. Please pop the wrong product into the original cardboard box, put this in the bag and attach the label to the outside. We will let you know what date and time DPD will collect this from your address. If you have any queries, please call us on 02394 003682 or email us at email@example.com
Only regular priced items may be refunded. Sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to:
115-117 Winter Road,
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should mail your product to:
115-117 Winter Road,
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us at email@example.com for questions related to refunds and returns.