Refunds and Return Policy

Last updated: 1st August 2026

This Policy sets out the circumstances in which an Order may be cancelled or Products returned, and when a refund, replacement, reshipment, exchange, price reduction or store credit may be available.

Please review this Policy before purchasing, together with our Terms and Conditions and Shipping Policy.

Nothing in this Policy restricts rights or remedies that cannot legally be excluded. Where mandatory law gives you greater protection than this Policy, the mandatory protection will apply.

1. About This Policy

Throughout this Policy, “we”, “us”, “our” and “Company” mean PREMIUMDERMALMART.

Manufacturers, suppliers, fulfilment providers, couriers and payment providers are independent parties whose services we may use when fulfilling Orders or reviewing Claims.

This Policy applies to purchases made directly through:

• Premiumdermalmart.com.

• An official invoice or payment request issued by us.

• An authorised representative acting for us.

• Any other sales channel expressly operated by PREMIUMDERMALMART.

If you purchased from an independent reseller, marketplace seller, clinic or another third party, you should normally contact the business from which the purchase was made. This does not remove any separate Product-safety, recall or mandatory legal responsibility that applies to us.

Where this Policy conflicts with another contractual document, the priority rules in our Terms and Conditions apply. A general exclusion cannot override an expressly agreed delivery guarantee or commitment that taxes and duties are included.

2. Definitions

For this Policy:

Buyer, you or your: The individual or legal entity purchasing from us. Anyone acting for the purchaser must have authority to do so.

Business Buyer: A Buyer purchasing in connection with their profession, trade or business.

Consumer: An individual purchasing outside their trade, business or profession where applicable law recognises consumer status.

Products: Goods supplied under the relevant Order, including promotional Products expressly included in that Order.

Order: Your request to purchase Products. Formation of the Contract is governed by our Terms and Conditions.

Dispatch: The physical transfer of Products to a carrier or their entry into onward transportation. Internal preparation, creation of a shipping label or an Order-status update alone does not constitute Dispatch.

Delivery: Physical receipt of the Products by you or your designated recipient, subject to applicable law. Carrier information may provide evidence of Delivery but is not necessarily conclusive where receipt is genuinely disputed.

Claim: Any request involving cancellation, return, refund, replacement, reshipment, exchange, price reduction, store credit or another Order-related issue.

Return Authorisation: Written instructions identifying which Products should be returned and the appropriate return destination.

Original Payment Method: The payment channel through which the relevant payment was originally received.

Business Day: Monday through Friday, excluding public holidays affecting the relevant processing office or financial institution. Statutory deadlines measured in calendar days are unaffected.

A transaction does not automatically become a business purchase simply because the Product is described as being for “professional use”. Buyer status depends on the circumstances and applicable law.

3. Main Reporting and Processing Timeframes

The following periods generally apply unless mandatory law provides a different or longer period:

Situation	Applicable timeframe
Cancellation of a standard Order	Contact us immediately, preferably before Dispatch
Incorrect, missing or visibly damaged Products	Report within 14 calendar days after Delivery
Hidden defect	Report promptly after discovery. Business Buyers should normally report within 14 calendar days after discovery unless another binding period applies
Voluntary change-of-mind return for eligible general cosmetics and skincare	Request within 30 calendar days after Delivery. Botulinum toxin products, dermal fillers and other injectable or sterile professional-use Products are excluded even when unopened
Eligible EU Consumer withdrawal	Generally notify us within 14 calendar days after receipt, as explained in Section 12
Sending an approved voluntary return	Normally within 14 calendar days after Return Authorisation
Claim acknowledgement or initial review	Normally within 5–7 Business Days after receiving the Claim
Ordinary approved refund	Normally initiated within 5–10 Business Days after approval, unless an earlier legal deadline applies

Our commercial 14-day reporting periods do not eliminate valid statutory Claims, including those involving hidden defects.

Safety-related matters should be reported immediately. Internal review or approval procedures do not extend mandatory deadlines for refunds or other remedies.

4. Buyer's Responsibility for Local Requirements

Before ordering, you must determine whether the particular Products may legally be purchased, imported, possessed and used in the destination country.

You are responsible for obtaining licences, prescriptions, import permits or other permissions that applicable law specifically requires from you.

The appearance of a Product on our website, availability of a delivery service, successful payment or acceptance of an Order does not establish that the Product has regulatory approval in your jurisdiction.

If fulfilment is affected because of missing permissions, inaccurate information or failure to satisfy a requirement applicable to you, we may review the circumstances and supporting evidence, temporarily suspend fulfilment while the matter is clarified, or cancel the Order if lawful fulfilment cannot be established.

Where permitted by the Contract and applicable law, reasonable and documented costs directly caused by your failure may be deducted or recovered.

Any available refund, return or reshipment will be assessed according to the shipping service selected, commitments expressly made for the Order and applicable law.

An inclusive shipping service covers only the charges and services expressly stated. It does not itself provide permission to import a restricted Product.

Nothing in this section transfers our own legal responsibilities to you or excludes liability for our breach.

5. Submitting a Claim

Claims can be submitted through:

Email: info@premiumdermalmart.com
Phone / WhatsApp: +372 5360 2282

Please provide information relevant to the matter, including where applicable:

• Order number and purchaser's name.

• Product and affected quantity.

• Clear explanation of the issue.

• Delivery date or date the issue was discovered.

• Photographs of the Product, packaging and shipping label.

• Batch or lot number and expiry date.

• Relevant payment, courier or customs correspondence.

• The remedy you are requesting.

We will request additional material only where reasonably necessary.

You do not need to wait until every supporting document is available before notifying us. Submit the initial Claim promptly and provide further evidence where reasonably requested.

If another person makes a Claim for you, we may verify that person's authority before releasing information or arranging reimbursement.

6. Inspection, Evidence and Preservation of Products

Checking Your Delivery

Please inspect the shipment promptly after receipt and check for:

• Missing or incorrect Products.

• Quantity differences.

• Leakage, breakage, punctures or crushing.

• Broken seals or evidence of tampering.

• Incorrect batch or expiry information.

• Other issues affecting Product condition or identity.

Before reporting smaller Products as missing, check internal boxes, protective pouches, insulation and other packaging. Some Orders may also be delivered in multiple consignments.

Supporting Evidence

A continuous unboxing video is strongly recommended, particularly where a Claim involves missing quantities, concealed damage or suspected tampering.

However, an unboxing video is not automatically required to qualify for a remedy.

We may also consider photographs, packaging records, parcel weights, correspondence and other relevant information.

We may examine our internal records and consult carriers, suppliers or appropriately qualified specialists. No individual record—including a carrier scan or packing video—is automatically decisive.

Evidence must be genuine and must not be altered in a manner that misrepresents the Claim. Unrelated personal information may be redacted.

Product Preservation and Safety

Keep affected Products and reasonably relevant packaging until we provide further instructions or the Claim has been resolved.

If you believe a Product may be damaged, contaminated, defective or otherwise compromised:

• Stop using or distributing it.

• Separate it from usable inventory.

• Continue following its labelled storage requirements.

• Do not further open, modify, relabel or resell it.

• Contact us for instructions.

Urgent safety or legal requirements should be followed without waiting for our approval. If disposal becomes necessary, retain photographs and other evidence where reasonably safe and practical.

Using a Product before discovering a hidden defect does not automatically invalidate a Claim.

7. Cancellation Before Dispatch

You may ask us to cancel a standard Order before it has been Dispatched.

Please provide your Order number, purchaser's name, email address associated with the Order and a clear statement requesting cancellation.

We will make reasonable efforts to stop fulfilment. A standard commercial cancellation is confirmed when we notify you in writing.

Orders may move into transportation quickly, while tracking information can appear later. If cancellation is no longer possible because the shipment has already entered onward transportation, we will explain this to you.

Where the entire Order is successfully cancelled before Dispatch, we will refund:

• The amount paid for the cancelled Products.

• Taxes collected for those Products.

• Shipping charges relating to the shipment that will no longer take place.

For a partial cancellation, the cancelled Products and any shipping or other charges that are no longer payable will be refunded.

A statutory right of withdrawal does not depend upon our discretionary approval. Consumer withdrawal rights are addressed separately in Section 12.

8. Cancellation After Dispatch and Special Orders

Once Products have been Dispatched, ordinary pre-Dispatch cancellation is no longer available.

Any available remedy will instead be determined under the rules concerning statutory withdrawal, voluntary returns, defective or incorrect Products, failed delivery and applicable shipping guarantees.

Refusing delivery or failing to collect a parcel does not automatically communicate cancellation or withdrawal. You should contact us directly and clearly state your intention.

Special and Business Orders

Separate cancellation terms may apply to customised manufacturing, dedicated sourcing or another specifically agreed business arrangement.

Any such conditions must be communicated and agreed before the Buyer becomes committed to the purchase.

Simply reserving standard inventory, sourcing ordinary Products from a supplier, preparing packaging or processing a large Order does not automatically remove a Consumer's statutory withdrawal rights.

An exception relating to personalised or made-to-specification Products applies only when its legal requirements are satisfied.

9. Order Changes and Cancellation by PREMIUMDERMALMART

Before Dispatch, you may request changes to Product selection, quantity, recipient details, shipping address or delivery service.

Whether a change can be made depends on stock availability, operational feasibility, regulatory requirements, any necessary price or shipping adjustment, and our written confirmation.

If the requested amendment cannot be completed, we will explain the available alternatives.

Unless and until a change or cancellation is confirmed, the original Order remains effective, subject to applicable statutory rights.

We may reject an Order before acceptance or cancel an accepted Order where the Contract or applicable law permits, including where payment or eligibility checks cannot be completed, lawful supply cannot be established, fraud or unauthorised payment is reasonably suspected, fulfilment becomes impossible, or another valid contractual or legal cancellation ground applies.

A pricing mistake or general operational preference does not automatically allow us to cancel an already binding Contract.

If we cancel, amounts due for cancelled Products and services that will not be provided will be refunded. Funds affected by binding banking, legal or regulatory restrictions will be dealt with according to those restrictions.

10. Incorrect Products, Missing Items and Damage

Incorrect Products

If we send a Product that materially differs from the accepted Order, notify us promptly and retain the Product for investigation.

Once our error is established, we will provide an appropriate remedy, which may include supplying the correct Product, providing a replacement or issuing a refund, subject to applicable rights.

Reasonable and necessary return or replacement shipping costs resulting from our confirmed error will be covered by us.

Customer Ordering Errors

Selecting the wrong Product, strength, version, pack size or quantity does not constitute a fulfilment error by PREMIUMDERMALMART.

Before Dispatch, we will determine whether the Order can still be corrected.

After Dispatch, any return will be considered under the statutory-withdrawal or voluntary-return provisions.

Missing Products

Before reporting an item as missing, check all packaging and information relating to separate shipments.

Where a paid Product was omitted, we will arrange delivery of the missing quantity or another appropriate remedy, including a refund where applicable.

You will not be charged additional shipping for correction of a confirmed omission.

Promotional Products

A promotional Product expressly included in an accepted Order forms part of our commitment. If it is missing, we will supply it or agree another suitable solution.

A free Product does not necessarily have a separate cash-refund value. Extras that were never expressly promised remain discretionary.

Damaged Products

Damage should be reported promptly, and affected Products should not be used.

Minor damage to an external shipping carton does not automatically mean that the Product itself is defective. We may consider the condition of seals, primary packaging, labelling, safety, contractual presentation and intended use.

Where the damage is our responsibility, we will provide the applicable remedy and cover reasonable necessary return and replacement shipping costs.

11. Defective Products, Performance Issues and Recalls

A Product may be considered non-conforming where, for example, it:

• Does not correspond with its contractual description.

• Fails an agreed specification.

• Contains a manufacturing defect.

• Has compromised packaging affecting integrity or safety.

• Raises a substantiated authenticity concern.

• Otherwise fails applicable legal conformity requirements.

Hidden defects should be reported promptly after they are discovered.

A commercial reporting period applicable to visible damage does not remove valid Claims involving hidden defects.

We may request relevant information concerning Product storage, handling or use and may seek an assessment from the manufacturer or an independent technical specialist.

Manufacturer approval is not a condition for exercising rights you have against us.

Performance and Treatment Results

An unexpected treatment result does not, by itself, prove that the Product was defective. Likewise, it does not automatically establish user error.

The circumstances will be assessed using the available evidence, including relevant Product, storage, handling and professional-use information.

A Claim will not be rejected merely because the Product was used or had to be opened before the problem became apparent.

Available Remedies

Depending on the circumstances and applicable law, remedies may include:

• Replacement.

• Repair where appropriate for the Product.

• Proportionate reduction in price.

• Refund.

• Another mutually agreed lawful remedy.

Where applicable law establishes a particular choice or sequence of remedies, that requirement will apply.

Where legally required, a remedy must be provided without charge, within a reasonable period and without significant inconvenience.

For qualifying EU Consumer purchases, the legal guarantee is generally at least two years, although national legislation may provide longer protection.

This does not extend the Product's expiry date or guarantee that it remains suitable beyond its intended shelf life.

Safety Issues and Recalls

Potential Product-safety concerns should be reported promptly.

Do not send identifiable patient information unless it is necessary and transmitted through an agreed secure channel.

We will cooperate with applicable Product-safety investigations and recalls.

Business Buyers must maintain traceability information where legally required and comply with relevant recall or corrective-action instructions.

12. Statutory Consumer Withdrawal

This section applies where the transaction qualifies for a statutory withdrawal right. It does not make restricted Products available to persons who are not legally eligible to purchase them.

Eligible EU Distance Purchases

For eligible EU Consumer purchases, you generally have 14 calendar days to tell us that you wish to withdraw from the purchase without providing a reason.

The period ordinarily begins on the day after you or your nominated recipient physically receives the Products.

If multiple Products purchased together are delivered separately, the relevant period generally starts after receipt of the final item.

You may also notify us of withdrawal before Delivery.

A clear withdrawal statement can be sent using the contact details in this Policy. The model form included in Appendix A may be used, but it is not compulsory.

Our approval or a Return Authorisation is not required for a valid statutory withdrawal notification.

Returning Products

Unless we arrange collection, Products should be returned within 14 calendar days after notifying us of withdrawal.

Contact us promptly for the correct return destination and follow reasonable return instructions.

Administrative procedures must not obstruct the valid exercise of your statutory right.

You are responsible for direct return costs only where this responsibility was properly disclosed before purchase and applicable law permits it. We will bear those costs where required by law or expressly agreed.

Refund Following Withdrawal

For a valid withdrawal, legally refundable amounts will be reimbursed without undue delay and generally no later than 14 calendar days after we receive your withdrawal notice.

For withdrawal from an entire eligible Order, reimbursement includes the cost of our least expensive standard outbound delivery option.

Where you expressly selected a more expensive premium delivery service, the additional premium cost may be excluded where permitted by law.

Unless we have agreed to collect the Products, reimbursement may be withheld until we receive the returned Products or you provide evidence that they were sent back, whichever happens first.

Refunds will be made through the Original Payment Method unless you expressly agree to another method, and no refund fee will be charged.

A lawful deduction may be made where the Product's value has been reduced through handling beyond what was necessary to establish its nature, characteristics and functioning. Any such deduction must be supported and explained.

Exceptions

Statutory withdrawal exceptions apply only where their legal conditions have been met.

Examples may include:

• Sealed Products unsuitable for return for hygiene or health-protection reasons after being unsealed.

• Products liable to deteriorate or expire rapidly.

• Products made specifically to a Consumer's specifications or clearly personalised.

Merely describing a Product as professional, medical, injectable or temperature-sensitive does not automatically create a statutory exception.

Other jurisdictions may apply different withdrawal rules. Any mandatory rights applicable to the transaction remain available.

13. Voluntary 30-Day Returns — General Cosmetics and Skincare

In addition to mandatory legal rights, PREMIUMDERMALMART provides a 30-calendar-day voluntary return period after Delivery for eligible general cosmetics and non-injectable skincare Products.

Botulinum toxin products, dermal fillers and other injectable or sterile professional-use Products are not eligible for voluntary change-of-mind returns, even where they remain unopened, unused or sealed.

This voluntary programme covers eligible change-of-mind requests and customer ordering mistakes. It is separate from statutory withdrawal rights and remedies for defective Products.

To qualify, a Product must generally remain:

• Unopened, unused and unmodified.

• Free from damage and contamination.

• In its original packaging with seals intact.

• Within its expiry period.

• Properly stored after Delivery.

• Suitable for lawful return and resale.

Contact us before sending Products back. A written Return Authorisation is required for voluntary returns.

Unless otherwise agreed, an authorised voluntary return should normally be dispatched within 14 calendar days after Return Authorisation.

The Buyer is responsible for disclosed reasonable costs associated with a voluntary return, including return shipping and applicable customs charges.

Purchasing optional return-shipment insurance is the Buyer's choice.

Original outbound shipping charges are not refunded for voluntary change-of-mind returns unless we agree otherwise or applicable law requires reimbursement.

Any proposed deduction or return expense will be explained. We will not impose an undisclosed restocking charge.

14. Products Excluded from Voluntary Returns

Our voluntary return programme applies only to qualifying general cosmetics and non-injectable skincare Products.

It does not apply to:

• Botulinum toxin products.

• Dermal fillers.

• Other injectable Products, including injectable skin boosters.

• Sterile professional-use Products.

These exclusions apply even when the Product is unopened, unused or still sealed.

Within otherwise eligible cosmetic and skincare categories, voluntary returns will generally not be accepted for Products that are:

• Opened, used, punctured or modified.

• Missing intact security seals or sterile barriers.

• Mixed, diluted or reconstituted.

• Damaged or contaminated.

• Altered in relation to labels or batch information.

• Stored outside required conditions following Delivery.

• Personalised or specially manufactured.

• Expressly identified before purchase as excluded from voluntary returns.

Temperature-sensitive Products may also be excluded where their storage history and integrity cannot reasonably be established.

Professional-use Products expressly excluded above remain outside the voluntary-return programme.

For Products that would otherwise qualify, a voluntary return may also be rejected if safety, traceability or lawful resale cannot be established.

These restrictions apply to voluntary returns only. They do not remove statutory withdrawal rights where applicable or remedies for Products that are defective, damaged, incorrect or otherwise non-conforming.

15. Shelf Life and Expiry Dates

Unless another shelf life is expressly disclosed and agreed before purchase, our commercial standard is to supply Products with more than three months of remaining shelf life at Delivery.

This standard does not override:

• A longer shelf life expressly promised for the Order.

• Product-specific legal requirements.

• Applicable conformity obligations.

• A particular intended purpose expressly accepted by us.

If a longer remaining shelf life is important for bulk purchasing, resale or planned use, please obtain confirmation before ordering.

Products supplied with less remaining shelf life than our stated standard must be identified and agreed before purchase.

Please contact us promptly if you receive:

• An expired Product.

• A Product with less remaining shelf life than agreed.

• Incorrect or misleading expiry information.

Where a Product complied with the Contract when delivered, expiry occurring later while the Product remains in your possession does not automatically create a refund entitlement.

16. Return Instructions and Inspection

Return instructions will identify the appropriate destination and may specify:

• Products and quantities to be returned.

• A return reference.

• Packaging and storage requirements.

• Necessary documentation.

• Shipping arrangements.

• Applicable dispatch deadline.

Do not return Products to an office, supplier or warehouse unless we have confirmed that location as the appropriate return destination.

For statutory rights, obtaining administrative return instructions is not a condition for submitting a valid withdrawal notification or Claim.

Products should be packaged appropriately for return, and evidence of dispatch should be retained.

Responsibility for loss during return transportation depends upon the return arrangement and applicable law.

For voluntary returns using a carrier independently selected by you, transit risk will generally remain with you until the Products reach our designated location.

You are not responsible for damage caused by us after the returned Products have been received.

Returned Products may be examined for identity, quantity, condition, seal integrity and compliance with applicable return requirements.

Inspection cannot be used to postpone reimbursement beyond a mandatory legal deadline.

A valid statutory remedy will not be refused solely because an administrative return reference is missing.

17. Refund Amounts and Deductions

Depending on the circumstances, a refund may include:

• The amount actually paid for the affected Products.

• Refundable taxes collected by us.

• Shipping or other charges refundable under the Contract or applicable law.

Products purchased at a discount are refunded according to the amount actually paid.

An issue affecting only part of an Order does not automatically entitle the Buyer to reimbursement for unaffected Products.

A broader remedy will nevertheless be provided where required by law or where the issue materially affects the transaction as a whole.

Deductions may only be made where permitted by law and justified under the relevant return category.

Where a deduction applies, we will explain:

• Why it is being made.

• The amount deducted.

• The supporting calculation or evidence.

We will not deduct expenses arising from our own error or from ordinary inspection of a valid defective-Product return.

A reduced refund will not be imposed in place of another remedy to which you are legally entitled.

18. Refund Methods and Processing Times

Refunds will normally be issued through the Original Payment Method.

Where that method is no longer available, we will arrange another lawful refund method after completing any necessary verification and obtaining appropriate agreement.

We may ask for accurate account details and confirmation that the proposed recipient is entitled to receive the funds.

For ordinary commercial refunds, payment is generally initiated within 5–10 Business Days after approval.

Where applicable law imposes an earlier deadline, the legal deadline takes priority.

The statutory withdrawal timeframe described in Section 12 cannot be extended by internal approval, inspection or processing procedures.

The time taken for funds to appear in your account may depend on your bank or payment provider.

Where necessary, we will provide available payment confirmation and reasonably assist in tracing a delayed or returned refund.

If incorrect bank details prevent successful payment, we will request corrected information. An unsuccessful transfer does not itself remove an outstanding refund obligation.

Where currency conversion was involved, we will, where practicable, refund the amount due in the original transaction currency.

Independent exchange-rate movements or bank conversion charges are not normally reimbursed unless required by law or resulting from our error.

19. Replacements, Reshipments and Exchanges

We may provide a replacement or reshipment where it is lawful, available and appropriate.

Where applicable law gives the Buyer a choice between remedies, that choice will be respected subject to lawful limitations.

Where a replacement or reshipment is agreed, we will confirm relevant details including:

• Product and quantity.

• Any required return arrangements.

• Expected Dispatch timeframe.

• Shipping arrangements.

• Any allocation of costs permitted under the Contract and law.

No additional return or replacement shipping fee will be charged where the replacement is necessary to correct our confirmed error.

A replacement arrangement cannot materially reduce an express delivery guarantee or tax-inclusive commitment attached to the remedy.

If an agreed replacement cannot be provided, we will offer the refund or other remedy required under applicable law.

Providing a different Product or store credit instead requires your agreement.

Voluntary exchanges are subject to the same eligibility requirements and exclusions applicable to voluntary returns under Sections 13 and 14.

For an eligible voluntary exchange:

• A more expensive Product requires payment of the agreed difference.

• A less expensive Product results in repayment of the difference, or store credit where you agree.

• Additional shipping charges must be disclosed and agreed beforehand.

20. Failed Delivery and Customs Claims

If a shipment is lost, returned, rejected by authorities or otherwise cannot be delivered, contact us and provide the relevant tracking information and correspondence.

We will review matters including:

• Whether Delivery actually occurred.

• Why delivery failed.

• The shipping service selected.

• Any express delivery guarantee.

• Whether either party failed to satisfy an applicable obligation.

• Available carrier, customs and fulfilment records.

Where responsibility for an undelivered Order remains with us, we will provide the remedy required by the Contract and applicable law.

Costs caused by the Buyer may only be recovered where they are justified, documented and legally permitted.

We will not require repeated unsuccessful reshipments where the Buyer has become legally entitled to a refund.

Any proposed reshipment must have a lawful and reasonably viable delivery route.

Carrier investigations do not suspend mandatory deadlines for providing remedies.

21. Store Credit

Store credit may be provided where you agree to it or where it forms part of a separate promotional benefit.

We will not force you to accept store credit instead of a monetary refund to which you are legally entitled.

Where credit is issued, we will disclose:

• Its value.

• Where it can be redeemed.

• Any legally permitted expiry date.

• Applicable redemption restrictions.

Unless otherwise agreed, store credit is non-transferable and cannot be exchanged for cash, subject to mandatory rights.

Where an Order was paid partly using store credit and partly using money, any refund will reflect the relevant original sources of payment.

We will explain the allocation of a partial refund and will not convert an amount that should be refunded as money into additional store credit without your agreement.

22. Duplicate Orders, Payments and Compensation

Contact us promptly if you accidentally submit a duplicate Order.

Where the Products have not yet been Dispatched, we will determine whether cancellation remains possible.

A confirmed duplicate payment for the same Order will be refunded unless you expressly agree to another lawful arrangement.

The same loss cannot be compensated more than once. Refunds, replacements, insurance payments or payment reversals relating to the same matter may therefore be considered when determining any outstanding remedy.

If a parcel is later recovered after compensation has already been provided, contact us. Where appropriate, we will arrange return at our expense or agree another reasonable solution.

You will not be required to withdraw a lawful payment dispute simply as a condition for us to consider your Claim.

23. Claim Assessment and Decisions

We normally acknowledge or begin reviewing a Claim within 5–7 Business Days after receiving it.

More complex cases may require additional investigation. Where this happens, we will provide reasonable updates and explain significant delays.

If necessary information is missing, we may request it and provide a reasonable period for response.

Ordinarily, a Claim may be marked administratively inactive after 14 calendar days without a response.

Administrative closure does not extinguish valid legal rights. Where appropriate and within applicable legal periods, later information can still be reviewed.

Internal processing targets and investigations do not extend mandatory legal deadlines.

Only an authorised representative may approve a discretionary refund, replacement, exchange or voluntary return arrangement.

An automated acknowledgement does not constitute approval.

This requirement does not make statutory rights dependent upon discretionary authorisation.

If a Claim is rejected or reduced, we will explain the main reasons. You may request further review and provide additional supporting information.

Suspected dishonesty will be assessed based on evidence. A disputed Claim or one with insufficient supporting information will not automatically be classified as fraudulent.

24. Changes to This Policy

The version of this Policy available when your Order was placed will govern that Order unless a change is required by law or expressly agreed with you.

Future revisions will display an updated publication date and apply to future transactions. They will not retrospectively remove previously agreed rights.

This Policy should be read together with our Terms and Conditions, Shipping Policy and any written terms expressly agreed for a particular Order.

25. Contact Us

PREMIUMDERMALMART

Email: info@premiumdermalmart.com
Phone / WhatsApp: +372 5360 2282

Please provide your Order number where relevant.

Our business address should not automatically be treated as the return destination. Contact us before returning Products so that we can provide the correct return location.

Appendix A — Model Consumer Withdrawal Template

Complete and send this form only if you wish to withdraw from an eligible Consumer distance contract. You may instead provide another clear statement communicating your decision to withdraw.

Email: info@premiumdermalmart.com

I/we hereby give notice that I/we withdraw from my/our contract for the purchase of the following Products:

Order number:
Products:
Order date:
Date received:
Consumer name:
Consumer address:
Consumer email:
Date of this notice:
Signature (only where submitted on paper):