Return & Refund Policy

Last Updated: August 21, 2026

1. Cancelling Before or After Shipping

Not yet shipped: Email connect@mindderm.com with your order number and we will cancel it and issue a full refund promptly.

Already shipped: We are unable to cancel it at this stage, but you are welcome to return your beauty products once they arrive, following the process outlined below.

2. Your Right of Withdrawal (EU Customers)

As an EU customer, you have the right to cancel your order within 14 days — no reason required. This is your statutory right under EU consumer law. The 14-day window begins the day you (or a person you designate) receive the goods, or the last item if your order arrived in multiple parcels.

3. What Can’t Be Returned

• Personalized or custom-made beauty items (e.g., engraved compacts or bespoke formulations).
• Hygiene-sealed products — such as lip colors, mascaras, or skincare — that have been opened after delivery.

4. Return Conditions & Timing

You have 14 days from delivery to notify us of your intent to return, followed by a further 14 days to ship the item back. Beauty products should be unused, in their original condition, with seals intact and packaging preserved wherever possible.

5. How to Return an Item

• Step 1 – Contact us: email us with your order number, the item(s) you wish to return, and your reason.
• Step 2 – Pack it up: use the original packaging if available, keep seals and tags attached, and pack securely to prevent transit damage to your beauty products.
• Step 3 – Ship it back: our support team will confirm the correct return address when you contact us at connect@mindderm.com, as return logistics may vary by product. Please use a tracked shipping method and share the tracking number with us — retain any customs paperwork too, as our return facility may be located outside the EU.

6. Who Pays for Return Shipping

Return shipping costs are your responsibility. We refund the product price plus your original standard shipping fee (if applicable) — unless the item was faulty or incorrectly sent, in which case we cover the return cost.

7. Getting Your Refund

We inspect returned beauty products within 72 hours of receipt. Once processed, refunds are issued to your original payment method within 14 business days (bank processing times may vary).

Not seeing it yet? Check with your bank first — processing times differ between institutions — then reach out at connect@mindderm.com with your confirmation email to hand.

8. Damaged, Incorrect, or Faulty Items & Exchanges

Contact us within 7 days of delivery at connect@mindderm.com with your order number, clear photos, and a brief description. We aim to resolve these within 48 hours — either a full refund (shipping included) or a complimentary replacement with a prepaid return label.

We do not offer direct exchanges. If you would like a different shade, formula, or size, please return the original item for a refund and place a new order.