Return & Exchange Policy

At the Dermatology Office of Dr. Ellen Turner ("we," "us," or "our"), your satisfaction and the integrity of every product we ship are important to us. This Return & Exchange Policy explains when and how you may return or exchange products purchased through our online shop. By placing an order with us, you acknowledge that you have read, understood, and agree to the terms set out below.

1. Returns on Defective or Damaged Products

We accept returns on products that are defective, damaged in transit, or that arrive in a condition that does not conform to the product ordered. If you believe you have received a defective or damaged item, you must notify us within fourteen (14) days of the delivery date and provide your order number together with a description and, where possible, photographs of the defect or damage.

Once we have received and verified the returned item, we will, at our discretion and where permitted by applicable law, provide a replacement, an exchange, or a refund of the purchase price for the affected product. Items that are simply unwanted, or that have been opened or used without a qualifying defect, are addressed in Section 4 below.

2. Temperature-Sensitive Products (Xtresse)

Certain products in our catalog are sensitive to heat, and exposure to high temperatures can compromise their quality, stability, and safety. To protect product integrity, special handling conditions apply to Xtresse.

We are unable to accept returns of, or ship, Xtresse during periods of high summer heat. Xtresse will only be shipped or accepted for return when ambient temperatures fall below 80°F (approximately 27°C). Where seasonal or weather conditions do not permit safe handling, we may hold your order, or delay processing a return or exchange, until conditions allow the product to be transported without risk of heat damage. We will make reasonable efforts to keep you informed of any such delay.

This restriction exists solely to ensure that you receive Xtresse in the safe, effective condition intended by the manufacturer, and it applies regardless of the reason for the return or shipment.

3. Product Exchanges

We are happy to exchange an eligible product for another similar product where available. To request an exchange, please contact us using the details in Section 7 and provide your order number and the item you would like to receive in its place.

If the product you select in exchange is priced higher than the original item, you will be required to pay the difference in price before the exchanged product is shipped. Exchanges remain subject to product availability and to the temperature-handling conditions described in Section 2 where applicable.

4. Items That Cannot Be Returned

For health, hygiene, and safety reasons, and except where a product is defective as described in Section 1, the following are not eligible for return or refund:

• Skincare or personal-care products that have been opened, used, or had their protective seal removed;
• Products marked as final sale, clearance, or promotional bundles;
• Gift cards and store credit;
• Service packages, treatment sessions, and in-office procedures, which are non-refundable and governed by the separate terms provided at the time of purchase or booking.

Nothing in this section limits any rights you may have under applicable consumer-protection law in respect of goods that are faulty or not as described.

5. How to Request a Return or Exchange

To start a return or exchange, please contact us within the applicable timeframe using the details in Section 7, quoting your order number and the reason for your request. Please do not ship any item back to us until we have reviewed your request and provided return instructions. Items returned without prior authorization may not be accepted.

6. Refunds & Return Shipping

Where a refund is approved, it will be issued to your original method of payment within a reasonable period, typically within five (5) to ten (10) business days after we receive and inspect the returned item. The time it takes for the refund to appear on your statement may vary depending on your bank or payment provider.

Where a return results from our error or a defective product, we will cover the cost of return shipping. In all other cases, you may be responsible for the cost of returning the item to us. Original shipping charges are non-refundable except where required by law.

7. Contact Us

If you have any questions about this Return & Exchange Policy, or wish to request a return or exchange, please contact us:

8. Changes to This Policy

We may update or amend this Return & Exchange Policy from time to time to reflect changes in our practices or for legal, operational, or regulatory reasons. The version in effect at the time you place your order will apply to that order. The "Last updated" date at the top of this page indicates when the policy was most recently revised.