I'm not satisfied with my products, what can I do?

  • It rarely happens, but if you're not completely satisfied with your products, we're here to help! Pursuant to Article 59, letter c) of the Consumer Code and European legislation, the right of withdrawal is excluded for the supply of goods made to measure or clearly personalized. However, customer satisfaction is the most important thing for us! Contact your Skin Specialist or send us an email within 15 days of receiving the product (proof of delivery is valid) at hello@dermaself.it. Please include your order number (found in your order confirmation email) and tell us about your experience in detail. We will be happy to agree on a reformulation with you.

Reformulation

  • The decision to grant a reformulation, as well as the choice of the product or products to be reformulated, is up to Dermaself Srl based on the information collected and is not contestable. The Satisfaction Guarantee does not apply to: products received free of charge or at the cost of shipping only; in the event of allergic reactions, sensitivities, or intolerances (please note that the products comply with all cosmetics regulations and that the list of ingredients is available before completing the order, therefore it is the customer's responsibility to verify the presence of any intolerant or unwanted substances); if the information provided by the customer via the questionnaire is incorrect, partial, or missing; or if the customer does not follow Dermaself Srl's instructions and/or selects a product other than those recommended. The Dermaself team will process your request within 5 working days. Customers will be asked to provide detailed feedback on their experience with the products. Customer cooperation is mandatory and essential to the reformulation process. If the request is accepted, the customer will be informed of the processing times, which are at the discretion of Dermaself Srl. The processing times are variable and non-contestable. The reformulated goods will be sent to the shipping address indicated on the customer's profile unless otherwise agreed with the customer.