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1. We only advertise what we have in stock.

 

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.

 

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.


4. We refund or re-ship orders that arrive back to us.

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. Returning packages from outside the EU incur a $28 import duty, so our total losses are usually around $50 when as shipment returns from outside the US. We will only accept further orders from you when you pay us that back. If you did not cancel the order and want it re-shipped, we'll charge you our cost of re-shipping on your next order, but 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 it returned to us after weeks at your local post office, you are to blame. If you want a refund, we'll do a full refund if you were not to blame for the shipment returning. If you ignored tracking updates then we'll refund you, minus our cost of shipping.



5. We pay for any return shipping.

We always try to do remote troubeshooting and in the rare case that we'd like to diagnose a problem with the Derminator device, we will refund your cost of shipping.


6. We guarantee delivery for all shipments, tracked, registered or not.

We trust our customers on their word when they say an untracked shipment has not arrived.



7. We do not guarantee delivery to a 3rd party, however.

It is against our Terms to ship to any other address than your own permanent registered residential address or PO box. Using any place of employment, student accomodation, holiday accomodation, a hotel, mail forwarder (also a friend or family), store or any other address that isn't an apartment or house where you yourself normally live is a severe violation of these Terms and if we notice this before shipping, we will cancel, refund and not accept further orders from you. The reason is that in our experience, when a 3rd party has access to mail, the likelihood of it not arriving, even when sent tracked, is an order of magnitude greater. After shipping, if an untracked shipment to a 3rd party does not arrive and you demand a refund and you're in a country that allows chargebacks, we'll refund you and publicly blacklist you for criminal extortion. If you're in a country that does not permit chargebacks, we will in most cases refuse you the refund. When a tracked shipment is listed as "delivered", refunds are at our discretion. If you live with roommates for example then we won't refund.



8. 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.

 

9. 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.


10. Our prices depend on the 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.


11. 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.


12. Order combining

We will try to combine orders when you ask us to (we also try to do it when you don't ask us), but we do not refund for postage, since postage is based mainly on weight and the combined order is often sent tracked due to its value, and tracking is more expensive and paid by us. Also, combining orders involves more care as it is a deviation from the normal routine, as well as the extra work involved in communication with the customer. In some cases, when the cost of shipping would be much less in a combined order, we refund the difference.

13. Mail transit time of the order

We guarantee that we dispatch orders within three working days of the order, except under unusual circumstances such as the COVID pandemic, where we ship weekly. Also mail transit times during such exceptional circumstances can be extremely long, when people do not travel internationally and mail travels by passenger airplanes/trains. US customers should take into account that due to various factors beyond our control, US mail processing delays in the cold months of the year may take up to three months. USPS in that case will misrepresent the tracking status as "Origin Post Preparing Shipment", as is explained in our Shipping section. Under normal circumstances, customers outside the US should receive their order in around three weeks, usually much sooner. Exceptions are Canada, whose Customs can cause three-month delays and Australia, whose postal system can cause six-week delays. Canadian, Australia, New Zealand, UK and US customers place their order in the knowledge about possible three-month delays and explicitly agree they will not file payment disputes during that period. During the COVID pandemic, transit times to all countries are 1 to 2 months, with up to three months common to Canada and Australia.


14. We will not ship to company addresses when it's not a company order

Since an order by a private individual to their place of employment  usually involves the handover of the shipment to a person other than the addresse, this involves extra risk for us and we will cancel and refund such orders, when the order apparently has not been placed on behalf of the company itself.


15. The addressee agrees to contact their Post office or Postal service in case of transit issue

Before we file an inquiry or grant a refund, the customer agrees to do everything in their power to resolve any delivery issues with their own postal service. When a shipment is shown to be in your local post office for example, you can not expect us to call them from the other side of the planet but we expect you to go there or call them until the issue is resolved. US customers can arrange delivery to a different address with USPS also. And it is their responsibility to keep tracking the shipment and try and resolve the matter before it is sent back to us. In case your mail carrier falsely claims the shipment has been delivered to you, before we refund you, we expect you to ask them to whom they delivered it and to ask your neighbors or housemates whether they received it.



16. 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.



17. Refunds from us to the customer

The only way we can refund a customer is via the same payment processor that was used for the payment. In exceptional cases, we can use a bank transfer at our discretion. We can also issue a refund in the form of a store credit if the customer agrees. We only refund in case we have legal or, in our opinion ethical liability to do so.

 

18. Refunds from the customer to us

When we've refunded a customer and their shipment unexpectedly still arrives, the customer should either refuse the shipment (send it back, usually at no charge) or refund us with a bank transfer and pay all fees for both parties. This can cost up to $50 with some banks.



19. No-return policy for any of our products - especially not the Derminator® device - only replacement in case of malfunction

The Derminator® machine is a medical instrument and treatment involves contaminating the instrument with human 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. A few customers in the past got buyers' remorse and demanded to return the machine because we "did not explain how to use it properly" or "because it caused me scars" or "because I ordered the wrong plug" but we never refund in such cases and consider a payment dispute in such cases to be fraud and will treat it as such as per our T&C. Customers should get familiar with our instructional materials before buying the device, and agree (by agreeing to our T&C) to take full responsibility for the results of the medical treatment done with the device.

 

21. Commercial users must pay USD 5,000 for a Derminator device

The reasons for that are stated here.

 

21. We reject (potential) customers when they fail a risk assessment

After careful deliberation, we reject those at our discretion who:

- Severely violated our T&C,
- Use a completely fake name,
- Committed or attempted to commit VAT fraud,
- Make repeatedly serious mistakes in their address,
- Repeatedly ask for medical advice, even when asked not to,
- Repeatedly insist on warranty but the cause for the malfunction is user error,
- Can not be contacted about an important issue in any way (neither email nor phone),
- Are repeatedly impolite, uncooperative or unfairly accuse us of incompetence, "bad behavior" or "being evil".
- Do not master English well enough to understand our very important written instructions on medical treatment procedures,
- Specified a delivery address that is an address type we prominently asked not to specify, when the intention appears to be a T&C violation.


22. Public blacklisting in case a customer, not protected by GDPR commits an offense against us (larceny, defamation via false claims, (attempted) extortion, unjust enrichment, illegal threats etc.)

The customer permits public blacklisting of all professional and personal details we can obtain, including granting a reproduction license for pictures of themselves, in case the customer in our opinion deliberately committed an offense that would be an offense both under the laws in our country as well as in the country of the customer. Blacklisting is only done after we repeatedly attempted to settle the issue via email and telephone and informing the customer about the possibility of/the actual blacklisting. This policy is to ensure our commercial survival, since North Americans are encouraged by their banks to commit chargebacks and they do not need to demonstrate a valid reason for that, neither is proof that the chargeback is fraudulent is accepted as a defense by those banks.More than 0.5% chargebacks in any 90-day period means the permanent commercial death for a merchant and their principals, since they would be permanently placed on the MATCH list - a global blacklist that all banks and payment processors in the world are subscribed to.



23. Legal disclaimer - limiting of liability

YOU, OUR CUSTOMER, AGREES AND ACCEPTS THAT ALL OUR PRODUCTS ARE SUPPLIED "AS IS", WITHOUT WARRANTY OF ANY KIND (EITHER EXPRESS OR IMPLIED), INCLUDING BUT NOT LIMITED TO ANY IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A SPECIFIC OR GENERAL PURPOSE AND THOSE ARISING BY STATUTE OR BY LAW, OR FROM A CAUSE OF DEALING OR USAGE OF TRADE. 

IN NO EVENT, REGARDLESS OF CAUSE, SHALL WE BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, PUNITIVE OR CONSEQUENTIAL DAMAGES OF ANY KIND, WHETHER ARISING UNDER BREACH OF CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY OR OTHERWISE, AND WHETHER BASED ON THIS AGREEMENT OR OTHERWISE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

It is the customer's responsibility to safely and properly use our products and inspect them before use. The customer agrees that any adverse results of the use or misuse of any of our products is at the sole risk of the customer and that we will never be held liable pertaining the use of our products. Our user guidelines may have errors and omissions and it is up to the customer to use multiple sources of information. The customer agrees to educate themselves on our products, if possible also through third parties. The customer agrees to inspect our products for flaws prior to every use and agrees not to hold us liable for damage caused by our products. The customer agrees to follow all our guidelines for our products and agrees that not following all of these guidelines constitutes gross negligence. The customer agrees and understands that our guidelines can have errors and omissions. We define "Guidelines" to include our PDFs with instructions, instructions that are enclosed with our products, leaflets included with the order, our sales pages, our store's extended article descriptions, our forum postings, our website's articles and the content of emails and support tickets exchanged with the customer. The customer agrees and understands that self-treatment can involve risk and requires a thorough understanding of the subject matter as well as following the relevant instructions. The customer agrees never to sue us or publicly hold us responsible for damage caused by our products or guidelines. The customer agrees to inspect the products before use and agrees not to use them when faults are discovered. The customer agrees and understands that our guidelines, advice and publications are the personal opinion of laypeople and are not medical advice. The customer understands that self-treatment or treating others is never risk-free and agrees to assume full responsibility for any adverse outcomes.




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© Copyright 2006-2024 Gromako Data & Services Ltd. t/a Vaughter Wellness, Office Q, 35a Astbury Road, London SE15 2NL, United Kingdom.
DERMINATOR®, OWNDOC®, VAUGHTER WELLNESS® and SARAH VAUGHTER® are globally registered trademarks of Gromako Data & Services Ltd, Companies House (UK) reg. nr. 6035923.