Refund policy

Your right to cancel (14-day withdrawal)

Under EU consumer law you have the right to cancel your order within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you, or a third party you nominate, acquire physical possession of the goods — or, for an order of multiple items delivered separately, from the day you receive the last item.

To exercise the right to cancel, you must inform us of your decision by a clear statement: by email to dataprotection@thebiocaregroup.com, by post to the address below, or by using the self-serve cancellation in your account. You may use the model cancellation form at the end of this policy, but it is not obligatory. To meet the deadline, it is enough to send your communication before the 14-day period expires.

Effects of cancellation

If you cancel, we will reimburse all payments received from you, including the standard delivery cost — except any supplementary cost arising if you chose a delivery type more expensive than our standard option. We will make the reimbursement without undue delay, and no later than 14 days after the day we are informed of your decision to cancel.

We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earliest. We will reimburse using the same means of payment you used for the original transaction, unless you expressly agree otherwise; you will not incur any fees as a result.

Returning the goods

You must send the goods back without undue delay and no later than 14 days from the day you communicate your cancellation. You are responsible for the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.

Exceptions — sealed cosmetics and hygiene

The right of withdrawal does not apply to sealed goods which are not suitable for return for health-protection or hygiene reasons, where those goods have been unsealed after delivery. As Dermalogica products are cosmetics, opened or used product may not be eligible for withdrawal. Unopened product in its original sealed condition remains eligible within the 14-day window.

Faulty or incorrect items

Your statutory rights in respect of faulty, damaged or incorrectly supplied goods are unaffected by this policy, and sit alongside the 14-day withdrawal right.

Model cancellation form

To: PBL The Limited (Biocare Group), 149/151 Eucharistic Congress Road, Mosta, Malta — dataprotection@thebiocaregroup.com

I hereby give notice that I cancel my contract of sale of the following goods: ______________
Ordered on / received on: ______________
Name of consumer: ______________
Address of consumer: ______________
Date: ______________

Who we are

PBL The Limited, operating under the Biocare Group brand, 149/151 Eucharistic Congress Road, Mosta, Malta. Contact: dataprotection@thebiocaregroup.com.