Shipping & Returns
We want you to be delighted with your Totally Derma® purchase. This Returns Policy explains how to return products, when refunds apply, and what your rights are under UK consumer law.
Your Right to Cancel (Cooling-Off Period)
1.1 Under the Consumer Contracts Regulations 2013, you have a legal right to cancel your order within 14 days of receiving your first delivery, without giving any reason.
1.2 To exercise this right, please contact us by email at info@totallyderma.com quoting your order number and request to cancel.
1.3 You then have a further 14 days from the date you notify us to return the goods.
1.4 To qualify for a refund, returned items must be unopened, unused, and in their original packaging.
How to Return an Item
2.1 Please contact info@totallyderma.com before sending any returns so we can provide you with return instructions and confirm the return address.
2.2 We recommend that you use a tracked delivery service and retain proof of postage.
2.3 You are responsible for the cost of returning unwanted items unless the item is faulty or incorrect.
Refunds
3.1 Once we receive your returned items and confirm they are unopened and in resalable condition, we will issue a refund to your original payment method within 14 days.
3.2 Refunds will include the price paid for the goods and the standard delivery cost (if applicable).
3.3 We cannot refund items that have been opened, used, or damaged after delivery unless they are faulty.
Faulty, Damaged or Incorrect Items
4.1 If any item arrives faulty, damaged, or incorrect, please notify us within 14 days of receipt by emailing info@totallyderma.com with your order number and photos of the issue.
4.2 We will offer a replacement, repair, or full refund, depending on your preference and product availability.
4.3 We may request that faulty or incorrect items be returned for inspection before issuing a replacement or refund.
4.4 We will cover the cost of return shipping for faulty or incorrect items.
Subscription Orders
5.1 Subscription payments are automatically processed prior to dispatch.
5.2 Once payment has been processed, refunds are not available for dispatched Subscription orders unless:
The product is faulty, damaged, or incorrect; or
You are exercising your statutory right to cancel your first Subscription delivery under section 1.
5.3 You can cancel or pause future Subscription renewals through your online account or by contacting us at info@totallyderma.com.
Non-Returnable Items
For health and safety reasons, we cannot accept returns or exchanges for:
Opened or partially used products;
Products not purchased directly from the Totally Derma® website;
Promotional gifts, complimentary samples, or free items.
Our Contact Details
Boley Nutraceuticals Ltd
Registered in England & Wales (Company No. 10179280)
Registered Office: 8-10 South Street, Epsom, Surrey, England, KT18 7PF, United Kingdom
Email: info@totallyderma.com