Refund policy

Returns and Exchanges

Last updated: December 8, 2025

Return Goods Policy

All regular stock of Dermastart Branded products can be returned within 10  days of receipt to receive a full credit or refund. Dermastart, Inc. must authorize all returns and issue a Return Management Authorization (RMA) number.

Returns to Dermastart Brands after 10 days will incur a 50% restocking fee. After 15 days, all sales are considered final. ALL DROP SHIP orders are considered final. 

Products held for more than 10 business days are not eligible for return — no exceptions for overstock or time-lapsed items.

Full Credit

To receive full credit, items must be in good standing condition. Products must be returned sealed, unopened, and in resellable condition to receive an exchange, credit, or refund. The customer will be responsible for all shipping charges.

Please Send all Returns to: 940 West Oakland Ave., Suite A3, Winter Garden, FL 34787.

Items must be returned in their original condition and packaging — improperly repacked or used items will not be eligible for credit.

Tracking and Insurance are encouraged. Dermastart Brands is not responsible for lost packages. Any questions, contact support orders@dermastart.com or call 866.589.2949.

Returns Accepted

Dermastart Brands accepts returns only for items purchased directly from Dermastart Inc. If you have a defective or damaged item purchased from an authorized Dermastart Brand partner, please contact them directly for further assistance. Independent representatives are not permitted to accept or process returns. Professional Peels are not eligible for returns. Once the 10-day window passes, returns do not qualify for a refund or return.

Non-Eligible Items

Professional Peels are not eligible for returns.  All discounted products are final sales; no returns or exchanges are allowed. All purchases are final on all sale products.

Discontinued products, purchases, or sales under certain promotions are usually final sale — i.e. not returnable. Expired items are automatically ineligible for a refund/return.

Proper Storage Clause:
For product integrity and client safety, all items must be stored in accordance with recommended guidelines—away from excessive heat, direct sunlight, freezing temperatures, or contaminated environments. Because improper storage can compromise product performance and safety, we cannot accept returns or exchanges for items stored incorrectly.

Order Cancellation

We reserve the right to refuse or cancel your order at any time for certain reasons, including but not limited to:

  • Items in transit
  • Goods availability
  • Errors in the description or prices for Goods
  • Errors in Your Order

We reserve the right to refuse or cancel Your Order if we suspect fraud or an unauthorized or illegal transaction.

Chargebacks & Access Suspension Policy (Digital Products & Services)

If a customer initiates a chargeback or payment dispute with their card issuer or bank, all access to Dermastart Brands’ platforms, courses, digital resources, and related services will be immediately suspended while the dispute is under review.

By purchasing any digital product, course, or subscription from Dermastart Brands, the customer acknowledges and agrees that initiating a chargeback constitutes a unilateral revocation of payment and is considered a material breach of the purchase agreement.

Access will remain suspended unless and until the dispute is resolved in Dermastart Brands’ favor. Dermastart Brands reserves the right to permanently revoke access, terminate accounts, and pursue recovery of any outstanding amounts associated with the dispute.

Fraudulent or Abusive Chargebacks Policy

Submitting a chargeback for a product or service that has been fully delivered, accessed, downloaded, or used is fraudulent.

Dermastart Brands reserves the right to take immediate action in response to fraudulent or abusive chargebacks, which may include, but is not limited to:

  • Permanent suspension or banning from all future purchases

  • Termination of all existing accounts and professional relationships

  • Recovery actions for amounts owed, including associated fees and administrative costs

  • Reporting misuse of the chargeback process to the relevant payment processors and financial institutions

Dermastart Brands takes payment fraud seriously and will vigorously defend all chargebacks. Supporting evidence may include delivery confirmations, access logs, timestamps, treatment or usage records, correspondence, order history, and any other documentation relevant to the dispute.

Recovery of Losses

Where a customer initiates a chargeback or payment dispute in relation to a product or service that has been fully delivered, accessed, or used, Dermastart Inc. reserves the right to seek recovery of any losses incurred as a result of that chargeback.

Recoverable losses may include, without limitation:

  • The full value of the product or service provided, calculated at the standard (non-discounted) retail price

  • Any chargeback, reversal, or administrative fees imposed by payment processors or financial institutions

  • Reasonable administrative costs incurred in investigating and responding to the chargeback

  • Reasonable legal costs incurred in enforcing the contract or recovering sums owed, where permitted by law

This right of recovery applies regardless of the outcome of the chargeback process, as chargeback determinations are administrative and do not establish contractual liability under Florida Law.

By completing a purchase with Dermastart Brands, the purchaser acknowledges and agrees to this policy.

MY ORDER WAS LOST OR STOLEN

If your tracking number states delivered and the address is correct, please get in touch with us immediately at orders@dermastart.com. We will initiate a claim. However, please note that we are not responsible for any actions taken on their behalf, such as lost or stolen packages. We are not responsible for the re-shipping costs of your package or if your package is returned for an insufficient address.

Damaged & Shortage Policy 

Must be reported within 72 hours of receiving the shipment. Please get in touch with Dermastart, Inc. to ensure proper credit or replacement.

Dermastart Shipping & Transit Liability Policy

Dermastart provides highly competitive shipping rates as a benefit to our professionals. Because of this pricing structure, responsibility for the shipment transfers to the carrier as soon as the package leaves our facility.

Once an order has been scanned into the possession of the shipping carrier (UPS, USPS, FedEx, etc.), Dermastart is no longer liable for:

  • Transit delays

  • Weather-related issues

  • Requested rerouting

Expedited shipping is offered (at extra cost); however, Dermastart Brands is not liable for delivery failures if the carrier doesn’t meet the service level.

Suggested Aesthetic Inventory Practices

To ensure consistent service and avoid treatment disruptions, we strongly recommend maintaining appropriate on-hand inventory based on your treatment volume and retail needs.

While we offer competitive shipping options, carriers such as UPS cannot guarantee delivery for last-minute restocking, and transit timelines are outside our control once an order ships. Inventory planning is the most reliable way to protect your schedule, revenue, and client experience.

As a best practice, we recommend reordering when you have approximately 30–40% of the stock remaining to allow for standard transit time and unexpected delays.

We’re always happy to help you forecast product needs or recommend reorder quantities.

Allergic reactions can happen with any brand — they’re not considered product defects. Once a product has been opened or used, it’s no longer eligible for return to Dermastart due to safety and liability. You can choose to offer your client an exchange or courtesy credit if you’d like, but it’s managed at the practitioner level. If a client experiences an allergic reaction: Discontinue use immediately.

Dermastart does not accept returns or issue refunds for products that result in an allergic response. Product reactions are client-specific and not indicative of a manufacturing error. Opened or used products cannot be returned due to federal safety and contamination regulations.