Return, Refunds and Warranty Policy

Return, Refunds & Warranty Policy

Returns

We want returns to be clear and straightforward.

This policy applies to consumer purchases from Pure Derma London. Purchases made wholly or mainly for business purposes may be subject to our separate business Terms and Conditions.

Nothing in this policy limits or excludes your statutory rights.

Our 28-Day Returns Policy

You may request a return within 28 days after receiving your order.

The first 14 days are covered by your statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where those rights apply.

The additional period from day 15 to day 28 is a goodwill return period offered by Pure Derma London. Different conditions apply to the statutory cancellation period and our additional goodwill period, as explained below.

Your Statutory Right to Cancel

When purchasing online, you have the right to cancel your order without giving a reason within 14 calendar days.

The cancellation period begins on the day after you, or a person nominated by you, receives the goods.

You must clearly notify us of your decision to cancel before the 14-day cancellation period expires. After notifying us, you must send the goods back without undue delay and no later than 14 calendar days after the date of notifying us or no later than 14 calendar days after receiving the QR code for the return if Pure Derma London is providing the returns label.

Where we provide a returns label after you have notified us, we may allow additional time where reasonably necessary for you to use it.

Failure to send the goods within the required period may delay completion of the return and may affect our ability to process it. It will not automatically invalidate a statutory cancellation that has otherwise been exercised correctly.

During the statutory cancellation period, you may inspect the product only to the extent reasonably necessary to establish its nature, characteristics and basic functioning. This may include:

• reading the instructions
• visually inspecting the product;
• checking the controls and accessories
• completing any LED sensitivity, fit or comfort check specifically permitted by our instructions while all hygiene seals remain intact

It does not normally include using the product for a regular skincare session, prolonged contact with the skin or hair, using consumables, or handling the product beyond what would reasonably be permitted in a retail shop.

Where handling beyond what is reasonably necessary reduces the product’s value, we may make an appropriate deduction from the refund, as permitted by Regulation 34 of the Consumer Contracts Regulations 2013.

Your statutory cancellation right does not apply to hygiene sealed goods that are not suitable for return for health-protection or hygiene reasons where the seal has been removed, broken, altered, contaminated or refitted after delivery.

Additional Goodwill Returns: Days 15 to 28

If you request a return after the statutory 14-day cancellation period but within our 28-day return period, the product must be:

• unused, except for an LED sensitivity, fit or comfort check specifically permitted by our instructions while the hygiene seals remain intact
• undamaged and in a saleable condition
• complete, with no parts or accessories missing
• returned in its original product packaging
• returned with all security and hygiene seals intact, unaltered and uncontaminated.

The original postal box or mailing envelope does not need to be returned, although the product must be packaged securely for transit.

Our additional goodwill return period does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or not as described.

Hygiene-Sealed Products

Products supplied with health or hygiene seals cannot be returned as unwanted or change-of-mind products once the seals have been removed, broken, altered, contaminated or refitted, where the products are not suitable for return for health-protection or hygiene reasons.

Any sensitivity, fit or comfort test permitted for an LED product must be completed with all hygiene seals intact and in their original condition. The seals should only be removed after you have completed those checks without discomfort and have decided to keep and begin regular use of the product.

If you experience an unexpected concern after removing the hygiene seals, stop using the product and contact us. We may arrange for the product to be returned for assessment. Accepting a used product for assessment does not confirm that it is faulty and does not guarantee a refund.

The hygiene restriction does not remove your statutory rights where a product is established as faulty, damaged, incorrectly supplied or not as described.

Dr Pen Security and Verification Codes

Dr Pen devices are supplied with security and hygiene protections that help establish that the product is genuine, unused and uncontaminated.

Dr Pen devices cannot be accepted under our goodwill returns policy where:

• the outer plastic hygiene film has been removed or damaged
• the anti-counterfeit scratch panel has been scratched, removed or exposed
• the security code has been accessed or used.

Where the outer hygiene film has been removed, the statutory cancellation right may also be excluded where the product is no longer suitable for return for health-protection or hygiene reasons.

Exposing or using the security code may materially affect the product’s resale value and authenticity-verification status. Where the statutory cancellation right otherwise applies, we may make an appropriate deduction for any reduction in value caused by handling beyond what was reasonably necessary.

These provisions do not affect your statutory rights where the device is established as faulty, damaged, incorrectly supplied or not as described.

How to Request a Return

To request a return, please email help@purederma.co.uk

Please include:

• your order number
• the product you wish to return
• whether the request concerns cancellation, an unwanted product, delivery damage, a missing item, an alleged fault or another concern.

You do not have to provide a reason when exercising a statutory cancellation right.

Where a product is reported as faulty we may reasonably request information needed to understand and assess the matter, including:

• photographs or videos
• the serial or batch number
• a description of the reported issue
• the dates, frequency and manner of use
• the settings and session durations used
• how the product was charged, cleaned, maintained and stored
• other relevant information that may help establish the nature and cause of the concern

Once your request has been registered, we will provide return instructions and, where applicable, a prepaid return label or QR code.

Please do not return products to the address shown on the original parcel label because returns are handled at a separate address. Returning an item without first contacting us may delay identification and processing, but it will not remove a statutory right that has been exercised validly.

Please package the product securely and obtain proof of posting. You are responsible for taking reasonable care when packaging and handing over the return. Responsibility for loss or damage in transit will be considered according to who arranged the return service and the applicable legal rights.

Return Postage for Unwanted Products and Orders

Where you use our prepaid return service for an unwanted or change-of-mind return, the following direct return-postage cost will be deducted from your refund:

• £3.95 for orders up to £100
• £6.95 for orders over £100 and weighing under 2 kg, including the LED Face Mask, LED Face, Neck and Décolletage Mask and LED Neck and Chest Mask
• £11.95 for orders over £100 and weighing between 2 kg and 3 kg, including the LED Hair Growth Cap
• £19.95 for orders over £300 and weighing between 3 kg and 5 kg, including the LuminAGE LED Light Therapy Dome Face and Body Panel
• £29.95 for products or orders weighing between 5 kg and 15 kg, including LuminAGE LED Panels.

These charges applied represent the direct cost of the return service.

Customers returning unwanted products from outside the UK are responsible for arranging and paying the return shipping cost, unless otherwise required by the law applicable to the purchase.

Where goods are established as faulty, damaged, incorrectly supplied or not as described, Pure Derma London will pay the reasonable return costs as required by law.

Promotional and Free Items

If you cancel or return an order that qualified for a free or promotional item, that item must also be returned where the promotion was conditional upon purchasing the returned product.

If the promotional item is not returned, we may make a reasonable deduction reflecting its disclosed or proportionate value, where legally permitted.

This does not apply where only a faulty product is being repaired or replaced and the original qualifying purchase remains in place.

Damaged, Missing or Incorrect Items

Please inspect your order promptly after delivery and contact us immediately if:

• an item is damaged or defective
• any parts are missing
• you have received the wrong product.

Where possible, please notify us within 24 hours. This helps us investigate the delivery with the carrier and resolve the matter quickly.

Reporting a damaged, missing or incorrect item outside 24 hours does not automatically remove your statutory rights. However, we may reasonably request photographs, packaging, delivery information or other evidence to establish when and how the issue occurred.

No Fault Found Returns

Where a product is returned as faulty or because of another reported product concern, we will inspect it and, where appropriate, test it against:

• its published product specification
• the supplied operating instructions
• the reported symptoms
• the product’s physical condition
• relevant safety, manufacturing or conformity information.

We may also consult the manufacturer or an appropriately qualified independent specialist where this is reasonably necessary.

Accepting a product for inspection or assessment does not constitute an admission that the product is faulty, unsafe or responsible for a reported condition. It does not guarantee a refund, repair or replacement.

If our assessment confirms that the product does not conform to contract and Pure Derma London is responsible, we will provide the remedy required under the Consumer Rights Act 2015. You will not be charged reasonable inspection, repair, replacement or return-delivery costs.

If no inherent fault or lack of conformity is identified, we will contact you with the assessment outcome. Where reasonably possible, we will explain the checks performed and provide guidance on correct operation.

A product may be assessed as having no inherent fault where the reported issue results from:

• incorrect operation or failure to follow the supplied instructions
• failure to complete a required suitability or sensitivity check
• use of an unsuitable charging adaptor, cable, voltage or power supply
• failure to charge, clean, maintain or store the product as instructed
• accidental damage, impact, water damage, misuse or inadequate care
• unauthorised alterations or attempted repairs
• normal wear and tear
• individual sensitivity where no product defect is established
• the product operating within its published specification.

If a used hygiene-sealed product is found to be operating correctly and no inherent fault is identified, its return for assessment does not make it eligible for an unwanted or change-of-mind refund.

Where the evidence reasonably establishes that no inherent fault exists, we may ask you to pay the reasonable direct cost of returning the product to you and, where this was clearly disclosed and agreed before assessment, the direct cost of the prepaid returns label.

We will not charge an inspection or administration fee unless a fair and proportionate charge was clearly disclosed and expressly agreed before the assessment.

For the short-term right to reject during the first 30 days, the consumer must establish that the goods did not conform to contract when supplied.

For claims involving repair, replacement, price reduction or final rejection during the first six months, the law generally presumes that an established fault was present at delivery unless Pure Derma London proves otherwise or that presumption is inconsistent with the circumstances.

After six months, the consumer will generally need to establish that the problem resulted from an inherent fault that existed when the product was supplied.

Nothing in this section limits your statutory rights.

Refunds for Cancelled and Returned Orders

Where you cancel the whole order under your statutory cancellation right, we will refund:

• the price paid for the returned products
• the cost of our least expensive standard delivery service offered when the order was placed.

If you selected an enhanced, express or premium delivery service, we are not required to refund the additional amount above the standard delivery charge.

We may make a reasonable deduction for any reduction in value caused by handling beyond what would reasonably be permitted in a retail shop.

We may withhold the refund until:

• we have received the goods
• you provide evidence that the goods have been sent back

Refunds are normally processed within five working days after the return has been received and inspected, and in any event within the period required by law.

Refunds will normally be made to the original payment method. Depending on your payment provider, additional processing time may be required before the funds appear in your account.

Return requests and contractual refunds should normally be made by the person who placed the order. Refunds will be issued to the original payment method unless otherwise agreed or required by law.

We may communicate with an authorised representative or eligible gift recipient where appropriate, subject to satisfactory identity, authority and data-protection checks.

Failed Delivery, Incorrect Addresses, Stopped Deliveries and Refused Parcels

Please ensure that the delivery address supplied at checkout is complete and accurate and make any necessary arrangements to receive or collect the order.

A failed delivery, refused parcel or request to stop an order after dispatch does not automatically constitute notice of cancellation. If you wish to cancel, please contact us clearly at help@purederma.co.uk

Where an order is returned because:

• an incorrect or incomplete delivery address was supplied
• delivery or collection was not arranged within the carrier’s stated timeframe
• a stop-delivery request was issued following the customer’s instruction after dispatch
• delivery was refused without a valid reason relating to the goods,

we will process any refund due after the goods have been returned to us or reliable evidence confirms that they are being returned minus any returns shipping costs.

Where legally permitted and disclosed before purchase, we may deduct the reasonable direct return-to-sender cost caused by the failed delivery.

We will not make this deduction where delivery failed because of an error by Pure Derma London or our appointed carrier, or where the goods were damaged, faulty or incorrectly supplied.

Where a valid statutory cancellation has been exercised, any refund of the original delivery charge will be handled in accordance with the “Refunds for Cancelled and Returned Orders” section above.

Warranty Claims and Faulty Goods

Pure Derma London provides a 12-month limited warranty in addition to your statutory rights.

This warranty does not replace, restrict or exclude any rights or remedies available under the Consumer Rights Act 2015.

If your product develops a fault during the warranty period under normal use, please contact help@purederma.co.uk

The 12 month limited warranty does not cover problems caused by:

• conditions, malfunctions or damage that do not result from defects in materials or workmanship
• failure to follow the user manual, product instructions or guidance published on the Pure Derma London website
• normal wear and tear
• cosmetic damage, including scratches, dents or damage to ports, cables, controllers and other external parts, unless caused by defective materials or workmanship
• accidental damage (dropping an item or allowing it to fall is classified as accidental damage), impact, water damage, malicious damage, misuse or inadequate care (includes bends, creases, cracks and dents in LED Light Therapy Face Masks and LED Face Neck and Décolletage Masks)
• an incorrect charging adaptor, fast charger, cable, voltage or power supply
• unauthorised alterations or attempted repairs
• loss of any part of the product.

LED Product Care

The face, neck and chest sections of LED products contain flexible printed circuits connecting the LEDs.

Care must be taken not to dent, fold excessively, strike or otherwise damage these sections. Damage caused by impact, inappropriate folding, crushing or misuse is not covered by the warranty unless the evidence establishes that the problem resulted from an inherent fault.

Any damage present when the product is delivered should be reported promptly.

Warranty Period

The 12 month limited warranty begins on the date the product is received.

Replacement of a product does not restart or extend the original warranty period unless expressly confirmed by Pure Derma London.

The warranty applies to the original purchaser and is not transferable, except where Pure Derma London expressly agrees otherwise. Proof of purchase or other reasonable evidence of the transaction may be required.

These warranty conditions do not restrict any statutory rights that may apply to the purchaser or an eligible third party.

What Does the Voluntary Warranty Cover?

The 12 month limited warranty covers defects in materials or workmanship arising under normal use during the warranty period.

Where a qualifying warranty defect is confirmed, Pure Derma London will repair or replace the product or affected part without charge, using new or appropriately refurbished replacement parts.

How We Assess Warranty Claims

Please provide a detailed explanation of the issue when contacting us.

We may request photographs, videos, serial numbers or other relevant evidence. This information helps us identify the reported problem, provide operating guidance and decide whether the product requires return and inspection.

Where necessary, we will arrange for the product to be returned for assessment. Acceptance for assessment does not confirm that a warranty defect or statutory fault exists.

If no fault is found, the product may be returned to you in accordance with the “No Fault Found Returns” section.

Your Consumer Rights and Available Remedies

During the first 30 days after delivery, a consumer may have the short-term right to reject goods that are established as not conforming to contract.

After the short-term right to reject has expired, the Consumer Rights Act 2015 will normally provide an initial right to repair or replacement where goods do not conform. This must be provided without charge, within a reasonable time and without significant inconvenience.

The consumer cannot require a particular remedy where that remedy is impossible or disproportionate compared with the alternative.

If repair or replacement is impossible, disproportionate, unsuccessful or not provided within a reasonable time and without significant inconvenience, the consumer may be entitled to an appropriate price reduction or the final right to reject.

Any remedy provided under our the 12 month limited warranty is additional to these statutory rights.

Applicable Consumer Legislation

This policy reflects applicable UK consumer legislation, including:

• the Consumer Rights Act 2015
• the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• Part 4, Chapter 1 of the Digital Markets, Competition and Consumers Act 2024
• the Consumer Protection from Unfair Trading Regulations 2008 where provisions remain applicable to consumer rights of redress
• other applicable consumer-protection legislation.