Return, Refunds and Warranty Policy

Return, Refunds & Warranty Policy

Returns

Returns are quick and easy.

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

To be eligible for a return, your item must be returned in pristine condition, in the same way you received the item. This means your item is undamaged, in its original product packaging (this excludes the original postal box / envelope), unopened, unworn, unused (except for LED products which may require sensitivity testing) and with any seals intact (have not been removed and / or replaced or contaminated) or tags still attached. 

Please note: 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. Once the product security code cover has been removed the product is classified as damaged and cannot be resold.

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.

Please note that 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 or contaminated. We are unable to offer a refund, replacement or exchange on items that are not re-saleable or returned damaged or with parts missing.

Products returned to Pure Derma London which are not saleable, damaged or with missing parts will be returned to the customer at return cost.

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, 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.

Items sent back to us without first requesting a return will not be accepted, please do not return items to the returns address on the parcel delivery label, we have a separate returns address.

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.

For items less than 1kg and / or less than £100 a returns fee of £3.95 is charged and deducted from any refund for unwanted products.

For items over 1kg and / or over £100 a returns fee of £7.95 is charged and deducted from any refund for unwanted products.

Returned items are your responsibility until they reach us, so please make sure they're packed up properly and can't get damaged on the way. Thank you.

All Returns must be received back with our Returns Handling no later than 14 days after you have received your returns label / QR code.  As part of the 14 days, please allow at least 3 days from posting your return to be received back to our Returns Handling. Any items received back after the 14 days from the date of you receiving the returns label cannot be accepted and will be returned at the sender's cost.

You can always contact us about any return questions at help@purederma.co.uk.

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 3 working days (Monday - Friday) for you return to be processed and accepted for refund as per our Returns, Refunds & Warranty Policy.

Please Note: a return request can only be accepted from the original purchaser. Under UK law (Consumer Contracts Regulations 2013), the consumer, the individual who made the purchase, is the one who has legal rights to cancel or return. Under GDPR, we cannot share order or return information with third parties who weren’t part of the original transaction. Refunds are only issued to the original payment method, which can only be accessed or authorized by the original buyer.

This does not affect your statutory rights.

Non-Delivery or Rejected Parcels

Under the Consumer Contracts Regulations (UK), Regulation 34(1):

If a customer fails to accept a delivery or entered an incorrect address (user error) or the customer is not home and does not rearrange/redeliver within the courier's time window, then please note, we can only refund once the goods have been received back to our offices or returns handling, provided the goods are returned in a resalable condition (as listed in our Returns section above) and we may also, if applicable, deduct any additional shipping costs / return to sender fees from the refund.

Refunds

For any Refunds, you need to ensure that the item(s) have been returned following the Return instructions above.

We will notify you once we’ve received and inspected your return. To be eligible for a refund, your item must be in meet the conditions above, as outlined in the Returns, Refunds and Warranty Policy. 

For items less than 1kg and / or less than £100 a returns fee of £3.95 is charged and deducted from any refund for unwanted products.

For items over 1kg and / or over £100 a returns fee of £7.95 is charged and deducted from any refund for unwanted products.

Once processed and accepted as per our Returns, Refunds & Warranty Policy, you will be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund.

Refunds can only be processed to the billing details of the original order and are not transferable to other billing details or accounts.

If more than 15 business days have passed since we’ve approved your return, please contact us at help@purederma.co.uk.

Damaged or Missing Items 

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if any items are missing or if you receive the wrong item so that we can resolve the issue and make it right.

We cannot rectify, refund or replace missing or damaged items which are not reported within 24 hrs of delivery of the order.

Warranty Claims and Faulty Goods

If during the 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 1 year limited warranty as set out below.

This 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 other user parts unless the failure has occurred as a result of defective materials or workmanship.

Please note: Care must be taken to protect the LED face and / or the neck & chest sections of the LED products, these contain printed circuits that connect the LEDs, any dent or bangs to these sections can result in either all or some of the LED light colours not working. Dents on the face or neck & chest sections of the LED products circuit are not covered by the 12 month warranty unless reported a the time of receipt of the product.

• 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 and is registered to the individual placing the order.

If no fault is found with your product it will be returned to you at your cost.

Note: the warranty only applies to the original purchaser of the goods and is not transferable. 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 during the period 30 days to six months offer a full refund, 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.