refund policy
Hello! 👋 Welcome to Masderm. We want you to shop with complete peace of mind and confidence. We’re sure that once you try our products and treatments, the results will live up to your expectations ✨.
1. Return of unused products.
You have 14 calendar days from the moment you receive your order to return it, as long as it has not been opened, unsealed, or used. Once we receive it and our team confirms it is in perfect condition, we will issue a refund using the same payment method you used 💳.
• If you paid cash on delivery, the refund will be issued via bank transfer. Write to us at hello@masderm.com and we’ll guide you 📧.
• If you discover that you cannot use the product due to a contraindication, it will be treated as a standard return. Please check this information before purchasing 🔍.
• Return shipping costs are always the customer’s responsibility, as well as any other costs derived from the return process (shipping, taxes, fees, or additional charges). 🚚
• ✨ Always check the INCI of our products. If your skin shows intolerance or allergy, the return will be managed as a “used product”.
• It is very important that you include your full name and order number (shown in the confirmation email and starts with "#"). If we cannot identify the order, we cannot process it ❌.
2. Return of used products.
If you tried our products and they didn’t convince you, no problem ☺️. You can return them within the next 14 days and we’ll give you a discount voucher with no expiration date 🎉.
• Write to us at hello@masderm.com and we’ll help you 📧.
• Shipping costs are your responsibility, as well as any costs derived from the return process (shipping, taxes, fees, or additional charges). 🚚
• If you discover contraindications after use, the same policy applies.
• Remember to review the INCI to avoid reactions 📃. If your skin shows any intolerance or allergy, the return will be handled as a “used product”.
• It is very important that you include your full name and order number (starts with "#"). If we cannot identify the order, we cannot process it ❌.
3. Deadline for exchanges and returns.
Returns must be made within 14 days from the date you received your order. If done outside this period, they cannot be processed and no refund or voucher will be issued. If you send a return late and want it sent back to you, it will be shipped postage due via Nacex 🚜.
Please remember that sometimes the arrival of your return at our warehouse may be delayed due to factors beyond our control, depending on the carrier you chose. If a week has passed since your shipment and we haven’t contacted you, please write to hello@masderm.com.
4. Order error.
Oops! If you received an incorrect, defective or damaged product, don’t worry – we’ll fix it quickly and at no cost ✉️.
• Write to us within 48 hours at logistica@masderm.com
• Attach a picture or video and your order number 📷
5. Defective order.
5.1. If the device does not work properly upon arrival, send us a video within 48 hours at hello@masderm.com. If it is defective, we will replace it free of charge 🌟. Always keep the original box and accessories.
5.2. If the device fails within 2 years after purchase, you can also send us a video and we will evaluate the case for replacement 📝.
5.3. If a potential defect cannot be verified via video, the customer must send the device to our facilities so our technical team can inspect it.
If a manufacturing defect is confirmed, Masderm will:
Cover shipping costs.
Replace the device at no additional cost.
If no defect is detected, the customer must cover the shipping costs.
6. Changes or cancellations.
Orders are processed automatically every day ⏳. If you need to make changes (address, product, cancellation...), write to us as soon as possible at logistica@masderm.com.
• If the order is already on its way, you must receive it and then return it.
• We will refund the amount using the same payment method (except cash on delivery, which is refunded via bank transfer).
• Don’t forget to include your full name and order number (starts with "#"). If we cannot identify the order, we cannot process it ❌.
📍Return address:
Att: Departamento de Logística - Masderm
Carretera Vic 236, 08243 Manresa (Barcelona)
7. Discount codes.
• Codes must be applied before completing the purchase.
• If you forgot, write to hello@masderm.com and we’ll review your case 📧.
• Discounts cannot be combined and are not valid during special campaigns.
• If you don’t see the discount applied, do not complete the purchase ❌.
😊 Thank you for taking care of your skin with Masderm. ✨ We’re here to help you.
