RETURNS & REFUND POLICY
Last Updated: August 12, 2026
We want customers to receive products in the condition expected.
Because Activa Derma distributes professional aesthetic, sterile, injectable, sealed, hygiene-sensitive and other specialised products, returns are subject to restrictions necessary to protect product integrity and patient safety.
Incorrect, Damaged or Defective Products
Please inspect your order promptly after delivery.
If you receive:
- an incorrect product;
- an incorrect quantity;
- a product damaged during transportation; or
- a product that appears defective,
please contact us at activaderma@gmail.com as soon as reasonably possible after delivery.
Include your order number and photographs showing the product, packaging, shipping carton and shipping label.
We may ask for additional information before approving a replacement, refund or credit.
Do Not Discard Products
Products that are the subject of a claim must not be discarded, used or destroyed unless we instruct you otherwise.
We may require the product to be returned for inspection.
Change-of-Mind Returns
Because we primarily supply professional aesthetic and medical-related products, returns are not automatically accepted for change of mind.
Any discretionary return must be authorised by Activa Derma before the product is sent back.
Where a return is authorised, the product must ordinarily be:
- unused;
- unopened;
- in its original sealed packaging;
- in resalable condition;
- stored according to the manufacturer’s requirements; and
- accompanied by the appropriate order information.
Non-Returnable Products
Unless required otherwise by applicable law, we cannot accept returns of products where their safety, integrity or suitability for resale can no longer be verified.
This may include:
- opened or unsealed products;
- injectable products;
- sterile products where the seal or packaging has been compromised;
- products subject to particular storage or temperature requirements once dispatched;
- products that have been used or partially used;
- products that have been improperly stored;
- products with damaged or altered serial, batch or identification information;
- products returned without authorisation; and
- products whose packaging has been altered in a way that prevents resale.
This restriction exists because the integrity and storage history of professional-use products must be maintained.
Return Authorisation
Do not send products back without contacting us first.
To request a return, email activaderma@gmail.com and provide:
- order number;
- product name and quantity;
- reason for the requested return; and
- photographs where applicable.
If approved, we will provide return instructions.
Return Shipping
Where a return is accepted because we supplied an incorrect, damaged or defective product, Activa Derma will determine the appropriate return or replacement procedure.
For discretionary returns, the customer may be responsible for return shipping and related charges.
Refunds
Once an authorised return has been received and inspected, we will notify you of the outcome.
Approved refunds will normally be issued to the original payment method.
Banks, payment processors and card issuers may require additional time to post the refund to your account.
Original shipping charges, customs duties, taxes and other third-party charges are generally non-refundable unless the return resulted from an error attributable to Activa Derma or applicable law requires otherwise.
Order Cancellation
If you need to cancel an order, contact us immediately.
We will make reasonable efforts to accommodate the request. However, orders that have already been processed, packed or dispatched may not be cancellable.
Mandatory Consumer Rights
Activa Derma primarily supplies businesses, clinics and professional customers.
Nothing in this Return & Refund Policy is intended to exclude or restrict any mandatory consumer rights that apply to a transaction and cannot legally be waived.
Chargebacks and Payment Disputes
If you believe there is an issue with an order, please contact us before initiating a payment dispute or chargeback.
We will make reasonable efforts to investigate and resolve legitimate concerns promptly.
Contact:
activaderma@gmail.com
+1-888-622-8647