Pure Derma London is a UK company, based in the UK, paying UK taxes and with Customer Service Personnel available for any questions from 8am - 8pm 7 days a week (excluding Christmas Day).

We'd love to hear from you!

Whether you have any questions, feedback or requests, feel free to reach out to us at

help@purederma.co.uk

As a UK based company, we have Customer Service available from 9am - 6pm 7 days a week, excluding Christmas day.

If you are an existing customer or signed up to our email list and have a product question, we can schedule a call back, just email us at help@purederma.co.uk and we will arrange a convenient day / time to call you.

We are here to help 7 days per week (except Christmas Day)

We ship to the UK, Channel Islands, Isle of Man, Isles of Scilly, Isle of Wight, EU and the UAE.

If you have not received your order confirmation please check your junk filter and add Pure Derma London to your safe list.

If there wasn't an email address with your order then the order confirmation will have been sent by SMS to your phone.

If you have not left an email address or mobile phone number with your order then please contact help@purederma.co.uk

UK Orders 

Our Standard Tracked delivery is FREE for all orders over £40.

For orders of £40 or less a Standard Tracked delivery charge of £2.95 is applied at checkout. 

Our Next Day Tracked delivery is FAST and FREE for orders over £300.

For orders of £300 or less where Next Day delivery is required, a Next Day delivery charge of £5.95 is applied at checkout. 

All UK orders are dispatched using Royal Mail Tracked to ensure a professional service from order to delivery.

UK Standard Tracked delivery generally, takes 2-3 business days after dispatch. This may be longer during peak periods.

UK Next Day Tracked delivery is next working day for orders placed before 4pm (Monday - Friday) and before 11am Saturday. Excludes Bank Holidays. This may be longer during peak periods.

Please note, due to the high number of parcel thefts, all orders over £100 require a signature on delivery.

Please see our Shipping Policy for more details.

For all customer service enquiries, please email help@purederma.co.uk or use the "Need Help" chat box available at the bottom right hand corner of each page.  

International Orders

We ship to the Channel Islands, Isle of Man, Isles of Scilly, Isle of Wight, EU and the UAE.

All international orders are shipped FAST using DHL Worldwide Express, delivered duty paid (DDP), to ensure a professional service from order to delivery.

DHL Worldwide Express Tracked Shipping - generally, takes 2-3 business days after dispatch. This many be longer during peak periods, public holidays or due to customs clearance.

Were applicable, we do not charge VAT on International shipments.

Please see our Shipping Policy for more details.

For all customer service inquiries, please email us at help@purederma.co.uk or use the Need Help chat box at the bottom of each 

Track My Order 

Please note you can only receive tracking information if you have recorded an email address or mobile number at the time of ordering.

All UK orders are dispatched with Royal Mail tracked.

You can track your order using the link below and entering your tracking code.

https://www.royalmail.com/track-your-item

You can cancel your order anytime until dispatch.

To cancel your order please email help@purederma.co.uk

Visit Royal Mail website with your tracking number there is a link to Update Delivery Options.

Rescheduling of a delivery can be completed using this link on the Royal Mail Website.

The Link below is for the Royal Mail tracking can be found below:

https://www.royalmail.com/track-your-item#/

If you received a wrong item, please contact us at help@purederma.co.uk

We will organise to send out your correct order and will also email a pre-paid returns label for the return of the wrong item.

We are sorry if there's an item missing from your order

We may have sent your items in separate parcels, if we have you will receive more than one tracking number.

If you are missing and item, please email us anytime at help@purederma.co.uk

Returns

We want returns to be clear and straightforward.

We have a 28 day return policy, which means you have 28 days after receiving your item to request a return.

Please see our Returns, Refunds & Warranty Policy at the bottom of any store page for full details.

All items must be returned in a saleable condition:

With all original product packaging and product hygiene seals intact and not removed from as supplied. We are unable to offer a refund, replacement or exchange on items that are not re-saleable or returned damaged or with parts missing.

Any items supplied with product hygiene seals cannot be accepted for return if the product seals are not intact or have been removed and replaced or were the hygiene seal has been contaminated.

The hygiene seals on the product should be intact as supplied and not removed or removed and replaced and or contaminated (on either side of the hygiene seal) to be accepted as a return.

Dr Pen items cannot be accepted for return if the Dr. Pen anti-counterfeit verification Scratch Panel has been removed or the if the Security Code has been used or exposed or were the plastic hygiene film has been removed. Once the product security code cover has been removed the product is classified as damaged and cannot be resold.

If your order qualified for a free item, it must also be returned before your refund or replacement can be processed.

To start a return, please contact us at help@purederma.co.uk.

Once a return is requested as per our Returns, Refund & Warranty Policy and accepted we’ll notify you and send a pre-paid returns shipping label or QR code by email, as well as instructions on how and where to send your package.

Please note, your return must be received by our Returns Handling no later than 14 days after the date of the returns label being emailed to you, for your return to be accepted. Please keep a record of the date of posting your return for your records.

Contact us about any return questions at help@purederma.co.uk.

Returns charges apply, please see our Returns, Refunds and Warranty Policy for more details.

If you are returning from outside of the UK, you will need to cover the full cost of return shipping.

Once your return is received, please allow 5 working days (Monday - Friday) for you return to be processed and accepted for refund as per our Returns, Refunds & Warranty Policy.

Please refer to the Returns, Refunds & Warranty Policy for full details of the returns and refunds.

This does not affect your statutory rights.

Warranty Claims and Faulty Goods

All Products are covered by our 12 Month Warranty.

Please see our Returns, Refunds & Warranty Policy for full details at the bottom of any store page.

If during the 12 month limited warranty period as stated on our website or in the user manual, your product develops a fault under normal use then please contact help@purederma.co.uk

By purchasing from Pure Derma London you are agreeing to be bound by the terms of the 12 month limited warranty as set out below.

This 12 month Limited Warranty does not cover any problem that is caused by:

• Conditions, malfunctions or damage not resulting from defects in material or workmanship.
• Failure on your part to follow any instructions or guidelines (including any included in the User Manual or on the Pure Derma website).
• Reasonable wear and tear.
• Cosmetic damage, including but not limited to scratches, dents and broken plastic on ports, cords, controllers or user parts, unless the failure has occurred as a result of defective materials or workmanship.
• Accidental damage (including water damage), malicious damage or misuse, improper care or impact.
• Use of incorrect voltage connector, including the use of incorrect charging adaptors, cable or power supplies.
• Loss of part of the product.

The limited warranty period begins from the date of receipt of your item / product. The warranty period is not extended if your item / product is replaced by Pure Derma London. The warranty is not transferable.

Note: Proof of purchase must be provided.

What does this limited warranty cover?

This Limited Warranty covers any defects in material or workmanship under normal use during the Warranty Period. During the Warranty Period, we will repair or replace, at no charge, products or parts of a product that are found to be defective because of faulty material or workmanship.

What will we do to correct problems?

If you experience issues with your product then contact us at help@purederma.co.uk

Please help us by providing a detailed explanation of the issue.

The purchaser may be asked to provide evidence of the defect in the form of video and / or photographs. This information helps us to understand and identify the issue or to determine the source of the problem. This helps us to suggest the most appropriate way to resolve it. If videos and / or photographs are not provided by the purchaser, then this may slow the process of understanding whether or not is it possible to repair or replace the product.

Should there be an issue with the product, then we will repair the Product at no charge, using new or refurbished replacement parts. Under certain circumstances, at our discretion, we may choose to provide a full refund during the period 30 days to six months, or a partial refund for the period after 6 months until the end of the relevant warranty period, rather than attempting a repair.

This does not affect your statutory rights.

Please see our Returns, Refunds and Warranty Policy for full details (available at the bottom of each store page).

We have a range of spares and replacement parts available for various products, please contact us at help@purederma.co.uk

Become a Pure Derma London Brand Ambassador (Affiliate)

PARTNER WITH US

If you are interested in the Pure Derma London Brand Ambassador affiliate programme, stocking our products in your salon, store or site then please message kerry@purederma.co.uk

or click on the image at the bottom of any page.

LED Face Mask Suitability and Sensitivity Testing

We want you to feel confident that your LED face mask is suitable for you before you decide to keep it and begin regular LED skincare sessions.

LED light therapy may not be suitable for everyone. Individual sensitivity to light, the mask material, fit and eye comfort can vary. Please read the user manual, contraindications and the product website store page before using the mask.

Before removing the hygiene seals

Do not remove, break, alter or refit the hygiene seals until you have:

• checked the mask for damage
• checked that the mask fits comfortably
• tested your eye comfort using the supplied eye protectors
• completed the light-sensitivity test described below
• decided that you wish to keep the mask and begin regular LED skincare sessions.
• The hygiene seals allow you to carry out these initial checks as described above without affecting your rights to return as unsuitable, unwanted or change-of-mind return.

How to conduct the sensitivity test

1. Read the user manual and contraindications in full.
2. Leave all hygiene seals completely intact and in their original condition.
3. Fully charge the controller as instructed.
4. Make sure your skin is clean, dry and free from makeup, creams, serums, oils and other skincare products.
5. Fit the supplied eye protectors correctly.
6. Start at the lowest energy setting.
7. Test each suitable light setting separately, following the introductory times in the user manual. Do not test every colour consecutively in one long session.
8. For blue light, begin with no more than five minutes. For red or yellow light, begin with no more than 10 minutes. Near-infrared should only be used in conjunction with another selected light, as explained in the manual.
9. Stop immediately if you experience discomfort, unusual redness, irritation, itching, swelling, eye discomfort, headache or any other unexpected reaction.

If you experience any discomfort during this sealed sensitivity test, do not remove the hygiene seals or continue using the mask. Contact us at help@purederma.co.uk and we will organise the return for you.

A return under this sealed sensitivity-test provision can only be accepted where:

• all hygiene seals remain intact exactly as originally supplied
• no seal has been removed, broken, altered, contaminated or refitted
• the product has not been used for normal session
• the mask is undamaged, complete and in a saleable condition
• the original product packaging and accessories are returned.
• The instruction to contact us to arrange a return during sensitivity testing does not permit the return of a used product where the hygiene seal has been removed, as an unwanted or change-of-mind return.

Removing the hygiene seals

Only remove the hygiene seals once you have completed the initial suitability and sensitivity checks without discomfort and have decided to keep the mask and begin regular LED skincare sessions.

Removing the hygiene seals and proceeding to normal sessions means the product has passed your initial personal suitability checks and has become a used skin-contact product.

Our 28-day returns policy does not permit an unwanted or change-of-mind return after the hygiene seals have been removed, broken, altered, contaminated or refitted.

This does not affect your statutory rights.

Starting regular LED skincare sessions

After completing the sensitivity test with the hygiene seal intact as described above successfully, gradually being your sessions as outlined in the user manual and website store products page.

Important suitability information

Do not use the LED face mask if you:

• are pregnant or breastfeeding
• have a photosensitive disorder
• have seizures or epilepsy triggered by light
• experience light-induced migraines or headaches
• have lupus erythematosus, photosensitive eczema or albinism
• have been advised by a healthcare professional to avoid light-based treatments.

LED light therapy may not be suitable if you:

• have a light-sensitive eye condition
• take medication that can cause photosensitivity, including certain antibiotics
• use retinoids, vitamin A treatments, exfoliating acids or other products that may increase skin sensitivity
• have an active or unexplained skin or eye condition.

If you use prescription medication, have a medical or skin condition, or are unsure whether LED light therapy is suitable for you, seek advice from your doctor, dermatologist, pharmacist or other appropriately qualified healthcare professional before use.

The LED face mask is not designed for adolescent skin. We do not recommend its use by anyone under 16 unless approved by a suitably qualified medical practitioner or dermatologist.

Always use the supplied eye protectors and follow the complete user manual.

Please see our Returns, Refunds and Warranty Policy for full details.

What are the LED Light Therapy Face Mask Safety Standards?

The Pure Derma London LED Light Therapy Face Mask has the following certifications:

• CE marked compliant. CE marking is a label that indicates that a product has been assessed and meets the safety, health, and environmental protection standards of the UK and European Union (EU). The CE marking is required for many products that are sold in the European Economic Area (EEA), which includes the EU, Iceland, Liechtenstein, and Norway.
• RoHS electrical safety compliant (Restriction of Hazardous Substances), ensures electrical and electronic products are safe to use. Also known as Directive 2002/95/EC, originated in the European Union and restricts the use of specific hazardous materials found in electrical and electronic products (known as EEE)
• FDA510(k), that’s the U.S. Food and Drug Administration, its mission is to make sure that foods, medicines, and other products important to your health are safe and work well which means that the LED Light Therapy Face Mask and the LED light technology has been approved as safe to use.
• FDA510(k) also means that the LED Light Therapy Face Mask has been for cleared for import and sale to consumers for the US market.
• ISO13485 Certification. ISO 13485 is a quality management system harmonized standard. The standard aims to specify requirements for an organisation to design and implement a quality management system to demonstrate its ability to provide devices and related services that consistently meet customer and applicable regulatory requirements.