A — Return and refund policy

Neoderma Switzerland GmbH

Version 1.1 — effective 1 October 2026

Returns and refunds

We want you to be entirely satisfied with your NEODERMA products. If you change your mind, you may return your order within 30 days of receiving it. This policy summarises how returns work; the full conditions are in our General Terms and Conditions of Sale, which prevail in case of any difference.

30 days to return

You may return any product within 30 days of the day you, or someone you designate, received it. If your order arrives in several parcels, the 30 days run from the day the last parcel arrives. No reason is needed. For customers in the EU or EEA, this period includes the statutory 14-day right of withdrawal.

Conditions

Products must be returned unopened and unused, with all seals intact, in their original packaging, together with any accessories, samples or gifts that came with the order.

All NEODERMA skincare products are sealed for hygiene. A product whose seal, cap seal or outer wrapping has been opened or removed cannot be returned, except where it is defective (see below).

Products bought from a retailer, spa, clinic or other partner must be returned to that seller.

How to return

1. Register your return within the 30 days in our returns portal at neoderma.com/apps/return_prime: enter your order number and e-mail address and select the products you wish to return. You may instead e-mail returns@neoderma.ch stating your order number and the products; a plain e-mail is enough.

2. We confirm your return by e-mail within one business day. If your delivery address is in Switzerland, Liechtenstein or a member state of the European Union, the confirmation includes a prepaid return label. If your delivery address is in any other country, the confirmation names the return address; send the parcel by a tracked postal service and the cost of standard tracked postage is refunded together with the price of the products.

3. Pack the products securely, attach the label where one is provided, and hand the parcel to the carrier within 14 days of your confirmation. Please keep the drop-off receipt until your refund arrives.

Return addresses

Switzerland and Liechtenstein: NEODERMA Returns, Grabenstrasse 3, 6300 Zug, Switzerland, unless your return instructions name another Swiss address.

All other countries: NEODERMA Returns, c/o Neoderma Global, 69 Vithleem Street, Strovolos, 2033 Nicosia, Cyprus.

Please use only the address in your return instructions.

Return costs

Returns from Switzerland, Liechtenstein and the European Union are free when you use the prepaid label we provide; once the parcel is with the carrier, the risk of loss or damage in transit is ours. Returns from other countries sent by a tracked postal service are reimbursed at the cost of standard tracked postage. If you choose to return by another method, the cost and the risk are yours.

Your refund

We refund the full amount paid for the returned products, including the standard delivery charge, within 14 days of receiving your return notice. We may hold the refund until the parcel has reached us or you have shown proof of sending it, whichever is earlier. The refund goes to the payment method used for the order; no fee is charged.

If you chose a faster delivery than our standard option, the difference is not refunded. If you return only part of an order that had free shipping or a discount, the refund is calculated on what you actually paid for the returned items.

Gifts with purchase, samples and promotional products must be returned with the order. If they are not, their stated value is deducted from the refund.

Customs duties and import taxes paid on delivery are not refunded by us; you may be able to reclaim them from your customs authority.

Damaged or defective products

If a product arrives damaged or proves defective, email returns@neoderma.ch with your order number, a description and, where possible, photographs, as soon as you notice the problem and in any event within 14 days of discovering it. Our products carry a two-year warranty from delivery. We may ask you to return the product for inspection; if the defect is confirmed, we cover the return cost and will replace the product or refund its price, at our choice. If replacement is not possible, we refund. Your statutory rights are unaffected.

A product is not defective merely because its packaging differs from the image on our website, or because its colour, texture or scent changes naturally after opening within the period-after-opening shown on the pack.

Questions

returns@neoderma.ch — we reply within one business day.