Return & Exchanges

Return & Exchange Policy – Dermacalm®

**Last Updated:** [23/10/2025]

At Dermacalm®, we stand behind the quality of our products and want you to be completely satisfied with your purchase. If you are not satisfied, we are here to help.

**1. Return & Exchange Eligibility**

*   **Return Window:** You have **30 days** from the date of delivery to return an item for a refund or exchange.
*   **Condition:** To be eligible for a return or exchange, the item must be **unused, unopened**, and in its original packaging with all seals intact. The product must be in the same condition that you received it.
*   **Proof of Purchase:** A valid order number or receipt is required for all returns and exchanges.

**2. Non-Returnable Items**

For health and safety reasons, the following items cannot be returned or exchanged:
*   **Opened products**, unless the product is defective or damaged upon arrival.
*   **Gift cards** (if applicable).
*   Any item not in its original condition, is damaged, or shows signs of use for reasons not due to our error.

**3. How to Initiate a Return or Exchange**

Please follow these steps to process your return or exchange:

1.  **Contact Us:** Email our customer service team at **support@permacalm.com** within the 30-day window. Please include your **order number** and the **reason** for the return or exchange.
2.  **Receive Instructions:** We will email you a **Return Authorization (RA) number** and detailed instructions on where to ship your return. Returns shipped without an RA number may be delayed or refused.
3.  **Ship Your Return:** Carefully package the unused and unopened product in its original packaging and mail it to the address we provide. We strongly recommend using a trackable shipping service and purchasing shipping insurance, as you are responsible for the item until it reaches our warehouse.

**4. Return Shipping Costs**

*   **Change of Mind / Unwanted Item:** The customer is responsible for the cost of return shipping.
*   **Defective, Damaged, or Incorrect Item:** If you received a defective, damaged, or incorrect item, please contact us immediately at **support@permacalm.com**. We will provide a prepaid shipping label and cover the cost of return shipping.

**5. Refunds (If Applicable)**

*   **Processing Time:** Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within **5-10 business days**.
*   **Deductions:** Please note that original shipping costs are non-refundable for returns due to change of mind.
*   **Late or Missing Refunds:** If you haven’t received your refund after 10 business days, please first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. If you have done all of this and you still have not received your refund, please contact us at **support@permacalm.com**.

**6. Exchanges (If Applicable)**

We currently **do not offer direct like-for-like exchanges**. The fastest way to ensure you get the product you want is to:
1.  Return the original item for a refund following the steps above.
2.  Place a new order for the desired item on our website.

This process ensures you receive the correct product as quickly as possible.

**7. Gifts**

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, the refund will be processed to the original payment method.

**8. Damaged or Defective Products**

We take great care in ensuring our products are delivered to you in perfect condition. If you receive a damaged or defective product, please contact us at **returns@ectocare.com** within **7 days** of delivery and include photos/video of the damaged product and its packaging. We will gladly send a replacement or issue a full refund, including all shipping costs.

**9. Contact Us**

For any questions regarding our Return & Exchange Policy, please contact us at:

**EctoCare U.S. Customer Support**
**Email:** support@permacalm.com (for return &general questions)
**Phone:** [Insert U.S. Phone Number if applicable]
**Hours:** 9:00 AM - 5:00 PM EST, Monday - Friday