Return, Refunds and Warranty Policy

Return, Refunds & Warranty Policy

Returns

Returns are quick and easy.

This policy applies to consumer purchases from Pure Derma London. Purchases made wholly or mainly for business purposes may be subject to our separate 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 form part of your statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The additional period from day 15 to day 28 is a goodwill return period offered by Pure Derma London.

Different conditions apply to these two periods, as explained below.

Your Statutory Right to Cancel or Return

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have the right to cancel or return an online order without giving a reason within 14 days.

You must tell us that you wish to cancel or return within 14 calendar days beginning the day after you, or a person nominated by you, receives the goods.

After notifying us, you must return the goods without undue delay and no later than 14 calendar days after receiving your returns label. 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.

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 and checking its controls and accessories. It does not normally include using the product for a treatment, prolonged contact with the skin or hair, using consumables, or handling it beyond what might 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. Note: except for LED product sensitivity testing as outlined in the user manual, with the hygiene seal still intact and in place for the testing period.

Please Note: Your statutory cancellation right does not apply to goods that are not suitable for return for health protection or hygiene reasons where any hygiene seals have been broken, removed or replaced after being removed 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 any LED sensitivity test specifically permitted by our product instructions;
• undamaged and in a saleable condition;
• complete, with no parts or accessories missing;
• in its original product packaging; and
• 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 policy does not affect your 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 products once the seal has been removed, broken, replaced, altered or contaminated, where the product is not suitable for resale for health protection or hygiene reasons.

This restriction does not remove your rights where the product is faulty, damaged, incorrectly supplied or not as described.

Dr Pen Security and Verification Codes

Dr Pen devices cannot be accepted for return if the anti-counterfeit verification scratch panel has been removed, scratched or exposed, or if the security code has been used or if the plastic outer hygiene film has been removed. The outer plastic hygiene film ensures the product has not been used, contaminated or replaced with a non-genuine item.

Exposing or using the security code or removing the plastic hygiene film materially affects the product’s resale value and authenticity verification status.

This provision does not affect your rights where the device is 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 and the reason for the return. You do not have to provide a reason when exercising your statutory cancellation right.

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

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

Please package the product securely and obtain proof of posting. 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.

Return Postage for Unwanted Products / Orders

Where you use our prepaid return service, the following direct return postage cost will be deducted from your refund:

£3.95 for all orders up to £100

£6.95 for all orders over £100 and under 2kg (includes LED Face Mask, LED Face Neck and Décolletage Mask, LED Neck and Chest Mask).

£11.95 for all orders over £100 and weighs 2- 3kg (LED Hair Growth Cap)

£19.95 for all orders over £300 and order weighs 3- 5kg (LuminAge LED Light Therapy Dome Face & Body Panel).

£29.95 where the product / order weighs 5 - 15kg (LuminAge LED Panels).

Customers returning products from outside the UK are responsible for arranging and paying the full return shipping cost. 

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 stated or proportionate value, where this condition and the relevant value were clearly disclosed as part of the promotion.

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

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.

No Fault Found Returns

Where a product is returned as faulty, we will inspect it and where appropriate, test it against its product specification and operating instructions.

If our assessment confirms a fault for which 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 fault is identified, we will contact you with the assessment outcome. Where reasonably possible, we will explain the checks performed and provide guidance on the product’s correct operation.

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

• incorrect operation or failure to follow the supplied instructions;
• use of an unsuitable charging adaptor, cable, voltage or power supply;
• failure to charge, 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;
• the product operating within its published specification.

Where the evidence reasonably establishes that no inherent fault exists and the product is operating correctly, we may ask you to pay the reasonable direct cost of returning the product to you plus the cost of the pre-paid returns label for the return. We will tell you the cost before redispatch.

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

This section does not alter the legal presumption that generally applies when a fault becomes apparent during the first six months after delivery, or otherwise limit your statutory rights.

Refunds for Cancelled & Returned Orders

Where you cancel the whole order under your statutory cancellation right, we will refund the price paid for the returned products.

If you selected an enhanced or premium delivery service, we are not required to refund the difference between that service and standard delivery charge if charged.

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

Refunds will normally be processed within five working days (Monday - Friday) after the return has been received and inspected.

Refunds will normally be made to the original payment method. Depending on your payment provider, it may take additional time for the funds to appear in your account.

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.

Failed Delivery, Incorrect Addresses, Stop Order Delivery Instructions 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, refused or an order which we have been requested to stop the delivery, 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 to us because:

• an incorrect or incomplete delivery address was supplied;
• delivery or collection was not arranged within the courier’s stated timeframe;
• we issued a stop delivery request as per a customer's instruction after dispatch; or
• 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 confirmed as on the way back to us by the courier. We will may deduct the reasonable direct return-to-sender costs and shipping costs (if paid by Pure Derma London) caused by the failed delivery. We will not deduct these costs where delivery failed because of an error by Pure Derma London or its appointed carrier, or where the good were damaged.

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.
• 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 or fast chargers, cable or power supplies.
• Loss of part of the product.

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.

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.

This policy reflects the following UK consumer legislation:

The Consumer Rights Act 2015;
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; and
The Consumer Protection from Unfair Trading Regulations 2008, as amended or replaced by applicable consumer-protection legislation.