Refund policy

Return & Refund Policy

DermaFirm USA is committed to providing premium Korean medical-grade skincare and aesthetic technologies. Because our products are professional-grade cosmeceuticals subject to strict health, safety, and regulatory standards, the following policies apply to all purchases. Placing an order with DermaFirm USA constitutes acceptance of these terms.

1. Standard Return Policy (Domestic Retail Orders)

• Return Window: Returns must be requested within 30 days of delivery. Requests submitted after this window will not be accepted under any circumstances.
• Condition Requirements: Items must be:
  • Unused, unopened, and in original sellable condition
  • In original manufacturer packaging with all seals, inserts, and protective wrapping intact
  • Free of any signs of tampering, damage, or contamination
• Proof of Purchase: A valid order number or receipt is required for all returns.

Non-Returnable Items (Final Sale):

• Any item with broken seals, opened packaging, or signs of use
• Cosmeceuticals containing active ingredients (PDRN, exosomes, peptides, growth factors, retinoids, acids)
• Aesthetic devices once activated, registered, or powered on
• Sale, clearance, promotional, or discounted items
• Free gifts, samples, or bundled add-ons
• Custom orders or special-request items
• Gift cards

Due to the nature of professional skincare and cosmeceutical products, opened items cannot be resold or restocked for health and safety reasons. This policy is non-negotiable and aligns with FDA and industry standards.

2. Professional, Wholesale & MedSpa Account Returns

Orders placed under a Professional, Wholesale, MedSpa, or B2B account are subject to additional terms:

• All sales are final unless the product arrives defective or damaged.
• Returns for non-defective product may be considered at our sole discretion and are subject to a 25% restocking fee plus all shipping costs.
• Backbar, training kit, opening order, and minimum-quantity products are non-returnable.
• Professional account holders agree to the terms outlined in the Individual Account Agreement, which supersede this policy where applicable.

3. Restocking & Processing Fees

• All approved retail returns are subject to a 15% restocking fee.
• Wholesale and Professional account returns are subject to a 25% restocking fee.
• Original shipping costs and return shipping costs are non-refundable and will be deducted from any refund.
• If DermaFirm USA is billed for the return shipment, those charges will also be deducted from the refund.

4. Damaged or Defective Items

We carefully inspect every order before shipment. However, in the rare event your order arrives damaged or defective:

• Report within 48 hours of delivery to jessica@dermafirmusa.com
• Include your order number, clear photos of the damage, product lot/batch number, and photos of the shipping packaging
• Claims submitted after 48 hours may not be eligible for replacement or refund

Approved damage claims will be resolved via replacement, store credit, or refund at our discretion. We do not offer cash refunds for items that can be promptly replaced.

5. Refund Process

• Once your return is received and inspected, we will notify you via email of approval or rejection within 5 business days.
• Approved refunds are processed to the original payment method within 10 business days of approval.
• Refund posting times depend on your bank or card issuer (typically 3–10 additional business days).
• If your refund has not posted after 15 business days, please first contact your bank, then email jessica@dermafirmusa.com.

6. Exchanges

We only replace items that arrive defective or damaged in transit. We do not offer exchanges for change-of-mind, color/shade preference, or skin reaction. To request an exchange, email jessica@dermafirmusa.com within 48 hours of delivery with photos and order details.

7. Allergic Reactions & Skin Sensitivity

Our products are formulated with active ingredients intended for professional and informed use. We strongly recommend patch testing prior to full application. DermaFirm USA is not liable for individual skin reactions, sensitivities, or allergies. Refunds will not be issued based on personal product compatibility or perceived results.

8. Return Shipping

• Customers are responsible for all return shipping costs.
• We strongly recommend a trackable, insured shipping method for any return valued over $75.
• DermaFirm USA is not responsible for return shipments that are lost, damaged, or undelivered in transit.
• Returns must be shipped to the address provided in your return authorization email. Returns sent to any other address will not be processed or refunded.

9. Stolen, Lost, or Misdelivered Packages

Once a package is marked "Delivered" by the carrier, responsibility transfers to the customer.

• Reporting Window: Suspected theft or non-receipt must be reported within 48 hours of the carrier's delivery confirmation.
• Required Documentation: We will provide tracking history, GPS delivery confirmation, and any available signature or photo proof from the carrier.
• Resolution:
  • We strongly recommend filing a police report and a claim with the shipping carrier.
  • If theft is confirmed and the customer has followed reasonable precautions, we may issue a one-time courtesy replacement at our sole discretion.
  • Cash refunds for stolen packages will only be issued if the carrier reimburses DermaFirm USA through an insurance claim.

Theft Prevention Recommendations:

• Ship to a secure, attended location (business address preferred)
• Opt in to signature confirmation at checkout
• Enable carrier delivery notifications
• Consider a parcel locker or PO Box for high-value orders

10. Undeliverable, Refused, or Signature-Required Orders

If a package is returned to us due to:

• Customer refusal
• Missed signature attempts
• Failure to pick up from carrier
• Incorrect or undeliverable address provided by customer

The following will apply:

• 15% processing fee deducted from any refund
• All original outbound and return shipping fees deducted from refund
• One-time reshipment available at the customer's cost, with signature requirement waived (domestic only)

11. International Orders

• Return Window: 30 days from delivery.
• Customs, Duties & Taxes: The customer is responsible for all customs duties, import taxes, brokerage fees, and return-related charges. These are non-refundable.
• Return Shipping: All return shipping costs are the customer's responsibility and are non-refundable.
• Customs Charges on Returns: Any customs duties or taxes charged to DermaFirm USA upon receipt of a returned international shipment will be deducted from the refund.
• Exchanges: Only accepted for defective or damaged products, subject to product availability and re-shipment fees.
• Refund Processing: Approved refunds processed within 10 business days of receipt and inspection.

12. Chargebacks & Payment Disputes

We require customers to contact us before initiating a chargeback or payment dispute. Filing a chargeback without first attempting resolution through DermaFirm USA may result in:

• Suspension or termination of your customer account
• Forfeiture of any pending refund or credit
• Legal recovery of disputed amounts and associated fees

We are committed to fair resolution and will work in good faith to address any legitimate concern raised directly with our team.

13. Policy Modifications & Limitations

• DermaFirm USA reserves the right to modify, update, or change this policy at any time without prior notice. The version posted on dermafirmusa.com at the time of purchase governs your order.
• We cannot control carrier delays, weather-related disruptions, theft after delivery, or customer non-pickup of signature-required packages.
• All refund and return decisions are made at the sole discretion of DermaFirm USA.
• This policy does not affect your statutory consumer rights where applicable by law.

Contact Us

For all return, refund, or exchange inquiries:

📧 Email: jessica@dermafirmusa.com 🌐 Website: dermafirmusa.com 🏢 DermaFirm USA