Refund Policy

dermalip is a cosmetic that goes on your lips, so hygiene sets the rule: we accept returns while a tube is still unused, unopened, and sealed. Everything below explains the window, how to start a return, and how bundles and damaged parcels are handled.

What we can accept

You have 30 days from delivery to request a return. To qualify, the item must be:

• Unused and unopened
• Still in its original tamper-evident packaging, with the seal intact
• In resalable condition, including any outer carton it arrived in

In a Duo or Trio you can return any sealed tubes even if you have opened the others.

What we cannot accept

• Opened or used tubes, or any tube whose tamper-evident seal is broken
• Requests made more than 30 days after delivery
• Items returned without contacting us first, or sent to an unapproved address
• Free or promotional items included with an order

This is a product safety requirement for cosmetics, not a preference — once a tube has been opened we cannot verify or resell it. It does not affect your rights if a product arrives damaged or faulty.

Not what you expected?

dermalip is unflavored, and the only scent is the light, natural one the oils carry. Some people expect more from a balm on first use. If you have opened a tube and it is not for you, we cannot take it back — but tell us anyway. Your feedback shapes what we make next, and we would rather hear it than lose you.

How to start a return

1. Contact us within 30 days of delivery with your order number and what you want to return.
2. We confirm eligibility and email you a prepaid return label — return shipping is free within the United States.
3. Repack the sealed items securely and drop the parcel off with the carrier shown on the label.
4. We inspect the return on arrival and email you either a refund confirmation or, if something does not qualify, an explanation.

Please do not send anything back before we confirm — unapproved returns cannot be processed or sent back to you.

Damaged, faulty, or wrong item

If your parcel arrives damaged, leaking, or with the wrong bundle inside, tell us within 7 days of delivery and include a photo of the item and the packaging. We will send a replacement or issue a full refund, including the shipping you paid, and you will not need to send the item back unless we ask.

Refunds on bundles

Duo and Trio are discounted as a set. If you return part of a bundle, we refund what you actually paid for the returned tubes at the bundle’s per-tube rate, and the tubes you keep stay at that same discounted rate — we never re-price your kept items back up to single price, and we never claw back shipping that was free at the time of your order. Return the whole bundle and you get the full amount you paid for it back.

Shipping fees

Shipping you paid on the original order — $7.79 standard on a single tube, or $13.99 Express — is not refunded on a change-of-mind return, since the service was already delivered. It is refunded in full when the return is our fault: a damaged, faulty, or incorrect item.

When you get your money

Once we have received and inspected the return, refunds are issued to the original payment method within 5–7 business days. Your bank or card issuer may take a few more days to post it to your statement. We cannot refund to a different card or account.

Late or missing refunds

If more than 7 business days have passed since our refund confirmation, check your bank account again, then contact your card issuer — pending refunds are not always visible straight away. If it still has not appeared, tell us and we will trace it with you. Email us at support@dermateg.com.

Exchanges

We do not process direct exchanges. If you would like a different bundle and your tubes are still sealed, return them under the steps above and place a new order — that way you get the fresh stock straight away rather than waiting for your return to arrive first.

Canceling an order

Orders are packed quickly, usually within 1–2 business days. If you contact us before your order ships we will cancel it and refund you in full. Once tracking has been issued the order is on its way and the return process above applies instead.

Contact

Need help with a return or refund? Email us at support@dermateg.com. See also our Shipping & Returns page.