Refund policy
Returns & Exchanges
Trying something new?
I know trying a new skincare product can feel like a big step, especially when you have sensitive skin. I want you to feel good about your purchase, while also keeping our products safe and hygienic.
Since demulcere products are made in small batches and are intended for use directly on the skin, we don't accept returns or exchanges for change-of-mind purchases or products that have been opened or used.
This includes products that you:
- Changed your mind about
- Didn't like
- Found weren't suitable for your skin
- No longer wanted
- Purchased at a sale or discounted price
If you have questions or concerns about a product, please reach out to me at danielle@demulcere.com. I'm always happy to hear what's going on and help where I can.
Damaged or defective products
Your order should arrive safely and in good condition.
If your product arrives damaged or you believe there's a defect, please email danielle@demulcere.com within 7 days of receiving your order.
Please include:
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Your order number or proof of purchase
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A photo of the damaged or defective product
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A brief description of the issue
I'll assess the issue and, if the product is confirmed to be damaged or defective, arrange an appropriate replacement or refund.
Refunds
If a refund is approved, it will be issued to your original method of payment.
You'll receive an email once your refund has been processed. Please allow your payment provider some time to process the refund and return the funds to your account.
Wholesale orders
Wholesale orders are not eligible for returns, refunds, or exchanges for non-defective products.
If a wholesale order arrives damaged or contains a defective product, please contact danielle@demulcere.com so the issue can be assessed.
Questions?
If you're unsure about something, just ask. I'd rather you reach out than wonder.
Every formula is created by me, a Canadian lab technician and formulator, with one goal: helping sensitive skin feel calm, comfortable, and uncomplicated.