DermNurse Medical Aesthetics

Return & Refund Policy

Effective Date: October 8, 2026

At DermNurse Medical Aesthetics, we want you to feel confident choosing professional skincare products. We understand that not every product suits every individual, which is why we accept eligible returns of unopened and lightly used skincare products within 40 days of purchase.

We do not charge restocking fees. Patients are responsible for paying return shipping costs and must use a shipping service with tracking, except for damaged, defective, or incorrectly supplied products, or where otherwise required by law.

1. Our Personalized Approach to Skincare

At DermNurse, we believe skincare selection should begin with understanding your skin.

Our DermNurse Skincare Questionnaire gathers information about your skin concerns, sensitivities, relevant medical history, current routine, and skincare goals. Our skin assessment technology uses this information to help guide personalized recommendations and identify potential concerns or precautions.

With over 25 years of dermatology and aesthetic nursing experience, DermNurse combines clinical knowledge with technology to support informed skincare decisions.

We strongly encourage patients to complete our questionnaire and consult with a qualified DermNurse clinician before purchasing professional skincare products.

Our questionnaire and automated recommendations do not replace an individualized clinical consultation, medical assessment, or diagnosis, and do not guarantee product suitability.

2. Our 40-Day Return Policy

You have 40 days from the date of purchase to request a return.

To qualify:

• The product must have been purchased directly from DermNurse.

• You must provide proof of purchase and a reason for the return.

• The product must meet the applicable conditions below.

• The DermNurse Management Team must authorize the return before you ship it.

Once approved, we will provide return instructions.

No restocking fee applies. Unless an exception in this policy applies, you must pay for return shipping and use a service that provides tracking. Please retain your shipping receipt and tracking number until your return has been resolved.

3. Unopened and Unused Products

Unopened and unused skincare products are eligible for return when requested within 40 days of purchase, provided they remain in their original packaging with all protective seals intact.

There is no restocking fee. Patients are responsible for tracked return shipping costs unless the product is damaged, defective, or incorrectly supplied, or applicable law requires otherwise.

4. Opened or Lightly Used Skincare Products

We understand that you may discover a product is unsuitable only after trying it.

Opened or lightly used products may be returned when:

• The return is requested within 40 days of purchase.

• At least 75% of the original product remains.

• You provide proof of purchase and explain the reason for your return.

• The DermNurse Management Team approves the return.

There is no restocking fee for opened or lightly used products. Patients must pay for tracked return shipping unless an exception in this policy applies.

Please return the product in its original container and package it securely.

5. Damaged, Defective, or Incorrect Products

Please inspect your order upon delivery. If a product arrives damaged, defective, or incorrect, contact manager@dermnurse.ca as soon as possible.

Include:

• Your order number.

• The name of the affected product.

• A description of the issue.

• Photographs of the product and packaging, where available.

For shipping damage, please photograph the exterior shipping box, product packaging, and damaged product on the delivery date whenever possible. Retain the packaging while we review your concern. If photographs are unavailable, please contact us so we can assess the issue.

DermNurse will review your request and arrange an appropriate replacement, exchange, or refund.

You will not be charged return shipping for a product that is defective, damaged during shipping, or incorrectly supplied. If a return is needed, contact us before shipping so we can arrange or authorize the return shipping method.

6. Allergic or Adverse Skin Reactions

Professional skincare products may contain active ingredients that can cause irritation or sensitivity in some individuals.

If you experience an unexpected reaction, discontinue use and contact DermNurse. Please provide your order number, a description of the reaction, and photographs if appropriate. Our clinical team will review your concern and provide guidance.

Eligible products may be returned under our 40-day return policy, including the requirement that at least 75% of the product remains. No restocking fee applies. Patients are responsible for tracked return shipping unless another exception in this policy or applicable law applies.

If you experience a severe reaction, seek immediate medical attention.

7. Customer Responsibility and Clinical Consultation

We strongly recommend completing the DermNurse Skincare Questionnaire and consulting with a qualified clinician before purchasing professional skincare products.

When selecting and using products, patients are responsible for:

• Reviewing ingredients, directions, warnings, and contraindications.

• Seeking clinical advice when unsure about product suitability.

• Following the manufacturer’s instructions.

• Understanding that irritation, dryness, redness, peeling, or allergic reactions may occur.

• Recognizing that individual results vary and no specific outcome is guaranteed.

Limitation of Liability

To the extent permitted by applicable law, DermNurse Medical Aesthetics is not responsible for adverse reactions, product incompatibility, or unsatisfactory results arising solely from a patient’s independent product selection or improper use.

Completing our questionnaire or receiving automated recommendations does not constitute a medical consultation or guarantee that a product will be suitable for you.

Nothing in this policy limits or excludes DermNurse’s legal responsibilities for defective products, negligence, inaccurate product information, or any other liability that cannot legally be excluded under applicable Canadian law.

8. Non-Returnable Items

The following are not eligible for return under our voluntary return policy:

• Products for which a return is requested more than 40 days after purchase.

• Opened products with less than 75% of their original contents remaining.

• Final sale or clearance items.

• Gift cards.

• Complimentary samples and promotional gifts, except when returned with a qualifying purchase as described below.

These exclusions do not limit remedies for defective products or rights under applicable consumer protection laws.

9. Complimentary Gifts and Promotional Offers

If your purchase included a complimentary gift or promotional product, please return it unopened and unused with the qualifying purchase to receive a full refund.

If the gift is not returned, its disclosed retail value may be deducted from your refund only if this condition was communicated at the time of purchase and is permitted by applicable law.

10. Refused or Undeliverable Packages

If an order is refused upon delivery or returned because of an incorrect address or failure to collect the package, you may be responsible for the applicable return shipping costs and any shipping costs you agree to for redelivery.

No restocking fee applies.

These shipping charges will not apply when the delivery issue results from an error by DermNurse or its shipping provider, or where prohibited by applicable law.

11. Exchanges

To request an exchange, contact us within 40 days of purchase.

Exchanges are subject to approval and product availability. Opened or lightly used products must meet the conditions in Section 4.

No restocking fee applies to exchanges. Patients are responsible for tracked return shipping unless the product is damaged, defective, or incorrectly supplied, or applicable law requires otherwise. Any shipping charge for sending the replacement product will be disclosed for your agreement before the exchange proceeds.

12. Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

For approved refunds:

• Payment will be returned to the original payment method within 10 business days.

• No restocking fee will be deducted.

• Original shipping charges are non-refundable unless otherwise required by law.

• Patient-paid return shipping costs are not reimbursed unless an exception in this policy or applicable law applies.

• Any eligible promotional-gift deduction will follow Section 9.

Your bank or credit card provider may require additional time to post the refund.

If more than 15 business days have passed since your refund was approved, please contact info@dermnurse.ca.

13. How to Request a Return

Email info@dermnurse.ca with:

• Your order number or proof of purchase.

• The product you wish to return.

• Your reason for returning it.

For damaged, defective, or incorrect products, please contact manager@dermnurse.ca.

The DermNurse Management Team will review your request and provide instructions if your return is approved. Do not ship your return before receiving authorization.

Return Address

DermNurse Medical Aesthetics
Suite 110, 358 58th Avenue SW
Calgary, Alberta T2H 2M5
Canada

Use a shipping service with tracking, package the product securely, and retain your receipt and tracking number. Please send us the tracking number once the return has shipped.

If your return is delayed or lost in transit, contact the carrier and let us know so we can help investigate. Refunds are generally processed after the returned product is received and inspected, subject to applicable law.

14. Contact Information

For questions about skincare purchases, returns, exchanges, or refunds, please contact:

DermNurse Medical Aesthetics
Suite 110, 358 58th Avenue SW
Calgary, Alberta T2H 2M5
Canada

General inquiries and return requests: info@dermnurse.ca
Damaged, defective, or incorrect products: manager@dermnurse.ca

We appreciate your trust in DermNurse and look forward to supporting your skincare journey.