Returns and refunds

Contact [email protected] as soon as you notice the damage. Include your order number, the product name and a description of the problem. Photos of the product, packaging and shipping label help us assess your request. Do not use a damaged or unexpectedly opened product.

Contact us first so we can provide the correct return address and instructions. Keep the product and packaging where safe. Do not send products to an address printed on the package unless we confirm it is the return address.

We review the damage and explain the available return, replacement or refund options under the circumstances and applicable law. For confirmed damage or an incorrect or faulty product, we arrange or cover any necessary return shipping. You will receive instructions before sending anything back.

Outside rights required by law, we do not accept returns or offer refunds because you changed your mind, chose the wrong product or no longer want it. Where a legal withdrawal right applies, any hygiene exception applies only when its legal conditions are met; opening a product does not remove your rights for faulty or misdescribed goods.

Nothing in this policy excludes rights for faulty, incorrect, misdescribed or undelivered goods, or statutory cancellation and withdrawal rights. Where applicable law gives you a cooling-off period, you may exercise it even if the product is not damaged. Mandatory rules take priority over this policy.

When a refund is due, we confirm the amount and process it through the original payment method where possible, within the applicable legal time limit. Your bank or payment provider may need additional time to display it. We do not require you to accept store credit instead of a refund owed by law.

For products purchased from a pharmacy, retailer, clinic or distributor, contact that seller with your proof of purchase. This website’s voluntary return policy applies to orders placed directly with Lava Derm; your statutory rights still apply.