Refund policy

Last updated: November 9, 2025

This policy applies to purchases made from DermaLabs Molecule Series LLC – DermaDAO (“DermaLabs,” “we,” “us,” or “our”).

 

1) Eligibility

  • Unopened items only. For health and hygiene reasons, products that have been opened, used, or have a broken seal are not eligible for return or refund.

  • Items must be unused, unopened, in original packaging, and in resalable condition.

  • Returns must be initiated within 30 days of delivery (see Section 4).

  • Original shipping fees are non-refundable.

  • The following are final sale and not returnable:

    • Opened/used items or items with broken seals

    • Gift cards or e-gift cards

    • Free gifts, samples, and promotional items

    • Limited editions marked “final sale”

    • Partially returned bundles/kits (bundles must be returned complete and unopened)

Exception for items delivered unsealed: If an item arrives with its tamper-evident seal already broken or missing, treat as a defective/wrong item (see Section 3). Keep all packaging and take photos upon opening.
EU/UK customers: We honor the legal right of withdrawal for unopened, sealed goods within 14 days of delivery. For hygiene-sensitive goods (e.g., cosmetics), the right of withdrawal does not apply once the seal is broken. This policy operates subject to non-waivable statutory rights in your jurisdiction.

2) Pre-Orders

  • Pre-orders are final sale for change of mind. Pre-order items cannot be canceled or refunded due to a change of mind or preference.

  • Pre-order items are eligible for replacement or refund only if:

    1. Damaged in transit,

    2. Defective,

    3. Wrong item shipped, or

    4. Delivered unsealed (tamper-evident seal broken/missing upon delivery).

  • Provide clear photos of the shipping carton, inner packaging, packing slip, the item, and the seal condition at first opening (see Section 3).

  • Schedule updates and delivery windows are indicative and may change due to logistics constraints, subject to applicable consumer laws.

 

3) Damaged, Defective, Wrong Item, or Delivered Unsealed

If your order arrives damaged, defective, you received the wrong item, or the item was delivered unsealed:

  1. Contact us within 7 days of delivery at [your support email].

  2. Include your order number and photos of:

    • Outer carton (all sides),

    • Inner packaging,

    • Packing slip,

    • The product(s), and

    • The tamper-evident seal (close-up).

  3. After review, we will arrange a replacement or refund.

    • For our error or carrier damage, we cover return shipping (if a return is required).

    • If a replacement is unavailable, we refund to the original payment method.

     

4) How to Start a Return (Eligible Items Only)

  1. Email hello@dermalabs.org with subject: RETURN REQUEST – Order #[number].

  2. Provide: order number, item(s), reason for return, and confirmation that the seal is intact.

  3. If approved, we issue a Return Authorization (RA) and instructions.

    • Returns without an RA will be refused.

  4. Ship within 14 days of RA via a trackable service.

    • Unless due to our error, return shipping is your responsibility.

    • Risk of loss remains with you until received and inspected.

     

 

5) Refunds

  • After inspection of returned item(s):

    • If approved, we process a refund to the original payment method within 7 business days.

    • Your bank/issuer may require additional time to post the credit.

  • Deductions:

    • Original shipping fees are non-refundable.

    • Incomplete returns (e.g., missing promotional gifts) may be deducted or declined.

  • If the return is ineligible (e.g., seal broken, signs of use), we will notify you and, if requested, return the item at your expense.

 

6) Exchanges

We do not offer direct exchanges. Please place a new order and process an eligible return for refund per this policy.

7) Refused / Undeliverable Packages

If a package is refused or returned as undeliverable due to an incorrect address or failure to collect, we can refund the product price minus shipping once the parcel is returned to us unopened and in sellable condition. Re-shipment can be arranged upon payment of new shipping charges.

 

8) International Orders

  • International customers are responsible for duties, taxes, and import fees; these are non-refundable.

  • For international returns, mark the shipment “Returned Merchandise” to avoid additional duties. Any customs charges we incur may be deducted from your refund.

 

9) Policy Scope & Updates

This policy forms part of our Terms of Use. We may update it periodically; the latest version will be posted on this page with the “Last updated” date. Nothing here limits any non-waivable statutory rights you may have.

 

 

Questions?

Contact hello@dermalabs.org with your order number and details—we’re here to help.