Last updated: 8 November 2026
Your satisfaction matters to us. This page explains, simply, how to return a product and get a refund. For any request, email us at contact@dermasilec.com with your order number and the email address used for your purchase.
1. Return address
Returns must be sent to: DERMASILEC LLC – Returns, 1209 Mountain Road Pl NE, Albuquerque, NM 87110, United States.
Please don't send anything before receiving our email confirmation: we will tell you what to do. We recommend a tracked service and keeping your proof of postage until you are refunded.
2. Right to cancel: 14 days, unopened product
- Under the Consumer Contracts Regulations 2013, you have 14 days from delivery to change your mind, without giving a reason.
- For hygiene reasons, this right only applies to unopened tubes with the safety seal intact.
- Tell us by email, then send the products back within 14 days of telling us. Return postage is at your expense.
- We refund the full order, including the original delivery cost, within 14 days of receiving the products or proof that you have sent them back.
3. 90-day money-back guarantee: even on an opened tube
Results with azelaic acid appear gradually, usually after several weeks of regular use. That's why we give you 90 days to try it.
Conditions:
- your request is made within 90 days of delivery;
- the order was placed directly on our website;
- the guarantee is limited to one request per person and per household (same name, address or payment method);
- you send back the tube(s) concerned, even opened or empty, to the return address; return postage is at your expense.
How it works: email us with your order number and, if you like, what didn't work for you. Your feedback helps us improve, but it is not a condition of the refund. We refund the price of the products concerned within 14 days of receiving the tubes.
This guarantee is in addition to your statutory rights under the Consumer Rights Act 2015, which always apply.
4. Parcel not received
First check the tracking using the link in your email, as well as your letterbox, neighbours and any delivery card. Please contact us within 30 days of the expected delivery date.
If tracking does not show the parcel as delivered, we open an investigation with the carrier. If the parcel is declared lost, or the investigation is not resolved within 15 days, we offer you a free replacement or a full refund, whichever you prefer.
If tracking shows "delivered" but you have received nothing, we may ask you for a signed statement of non-receipt so that we can open a claim with the carrier.
5. Damaged parcel or faulty product
- If a product arrives damaged (punctured tube, leak, missing seal) or doesn't match your order, let us know, ideally within 48 hours, with photos of the parcel and the product (including the batch number on the tube). This helps us act quickly with the carrier; it does not limit your statutory rights.
- We send you a replacement or refund you, at no cost to you.
6. How refunds are made
- Refunds go back to the payment method used for the order, free of charge.
- Depending on your bank, the credit may take a few days to appear.
- You receive an email confirming each refund.
7. Preventing misuse
To keep these generous conditions, we may refuse a request that is clearly fraudulent or abusive: repeated requests, multiple orders under different identities, resold products, or a non-receipt claim contradicted by signed proof of delivery. This never limits your statutory rights.
8. A reaction to the cream?
A slight, temporary tingling is common with azelaic acid. If you notice redness, lasting discomfort or any unusual reaction, stop using it and email us: we will log your report and refund you if needed. Ask a healthcare professional for advice if the discomfort continues.
Any questions: contact@dermasilec.com. See also our Terms and conditions and our Delivery policy.