1. We only advertise what we have in stock and will dispatch twice a week.
2. Under normal circumstances (no pandemic, strike etc.), we ship within the next three working days.
Our post office can however sometimes cause delays when there is little outgoing mail to your country, then they wait until a standard airmail container has been filled. We always tell you the current average transit time to your country at the checkout stage, as well as what service we use to ship (currently International Priority Registered Letter/parcel Airmail).
3. Orders can be canceled only if we have not shipped them already.
When shipped already, you'll be refunded the full amount when it returns to us.You can simply refuse to accept to package or bring it back to the post office and say you want it returned to sender by "refusing" it, which is free of charge.
4. We 100% refund orders that arrive back to us as undeliverable
If you wanted to cancel the order, you should refuse the shipment, which can also be done after receiving it by bringing it back to the post office - both at no charge for you. Packages that return to us as undeliverable from outside the EU incur a $28 import duty, so our total losses, incl. postage are often approx. $50 when a shipment returns from outside the EU. In that case we'll still refund you 100% but will only accept further orders from you when you pay us that back, later on. Of course only if you were to blame for the shipment returning! When the post office sent it back to us due to "Insufficient address" for example and you provided the correct address, you are not to blame. When you did not follow the tracking links and our emailed and SMSed warnings and it returned to us after weeks at your local post office or if you went on a long holiday, you are to blame.
5. We guarantee delivery for all shipments.
We trust our customers on their word when they say an shipment has not arrived, even when the carrier claims it was signed-for.
6. All our merchandise has a lifetime warranty on factory defects.
This means that when for ex. the Derminator device has a malfunctioning display or mains switch, 15 years after purchase, we'll still send you a new machine.
7. We compensate for missing, damaged and faulty merchandise.
The customer can decide whether they shall receive a refund or a store credit. In case of a store credit, we also cover the cost of shipping and their VAT and import tax. When both parties agree, we can also send a replacement directly.
8. Our non-USD prices depend on their USD exchange rate.
Our prices are based on the USD and prices displayed in other currencies in our store fluctuate with their exchange rates to the US dollar. The reason is that our largest market is the US (so we receive USD), but, more importantly, all our major suppliers accept only USD. This means that we run a wholly USD-based business and, in order to maintain a fixed profit margin, we have to calculate our sales prices in USD.
9. No warranty on packaging materials.
We accept no liability for damaged packaging (damaged on arrival or damaged by the customer). Specifically, when the plastic tube the dermarolling instruments are packaged in is damaged during opening it or if its lid does not close anymore. This type of packaging is useful and functional but is not intended to be fully intact or hermetically re-closable after opening. The tubes our instruments come in are to be considered "sturdy packaging" and not part of the actual product.
10. Sales tax, import tax
It is impossible for us to know about the percentages of sales tax and import tax, if any, apply to every country we ship to. Canadians, Swiss and Britons for example pay a sales tax on their imports. All import levvies, taxes and fees are the responsibility of the buyer. We collect VAT on behalf of EU-based customers and remit that to their respective countries' tax offices.
11. No-return policy for dermaneedling instruments - only replacement or refund in case of malfunction
Using dermaneedling instruments/devices could involve contact with blood. For this reason, all sales are final and the only policy we have is one of replacement in case a device is provenly faulty. We also never take back faulty dermaneedling instruments but will ask for a photo that proves the instrument has been made non-functional as per our request, and then we'll issue a refund.
12. We do not ship to 3rd parties - limited, conditional exceptions can be made
In principle, we only ship to the same person who paid for the order and the delivery address should be the permanent registered home address of that person. We therefore do not ship to student accomodation, mail forwarders, friends, family, temporary accomodation, holiday accomodation, mail collection points that are not PO boxes, etc.
13. Since October 22, 2023, commercial use of the Derminator® is prohibited by our T&C for new customers.
We have been declaring this on the first sentence on our checkout page from that date. The reasons for this are detailed here: https://owndoc.com/clinics/
If a commercial customer violated this T&C clause, we will either give no warranty or support of any kind, or the commercial operator will have to pay us $5000 for a commercial-use license. Supporting commercial operators is extremely expensive to us in terms of time expended, as explained in the aforementioned link. It stands to reason that with the $200 to $600 per 20-minute Derminator treatment charged, that our time is paid commensurately by actors who demand extraordinary support but generally do not cooperate with remote troubleshooting.
