Cancellation Policy

1. Scope and Applicability

This Cancellation Policy applies to all product orders placed by consumers on dermaelio.de, our EU‑wide B2C online shop specializing in dermal fillers, Botox, and related beauty products. It complements and works alongside our Return and Refund Policy, in accordance with EU distance‑selling regulations and industry best practices. The policy governs cancellations initiated before shipment and outlines exceptions for non‑cancellable items.

2. Timing of Cancellations

Customers may cancel any order free of charge up until the moment the goods are handed over to the carrier for shipment. Once an order has been dispatched, standard returns procedures apply per our Return and Refund Policy. Because orders are processed rapidly to meet customer expectations, cancellation requests should be submitted immediately after order placement. Requests received within two hours of order confirmation will be automatically honored. Requests made after two hours but before shipment will be assessed on a best‑efforts basis, subject to product availability and processing status.

3. Eligibility for Cancellation

Only standard, in‑stock products are eligible for pre‑shipment cancellation. Customized kits or bundled sets that have already entered the assembly process cannot be canceled, as they are prepared to order and may require disposal if interrupted. Similarly, items subject to medical‑device hygiene regulations—once removed from sealed packaging—are not cancellable after packaging has commenced. Any attempt to cancel such items will be treated as a return request under the applicable return policy, provided the products remain within their unopened, original packaging.

4. Cancellation Request Procedure

To request a cancellation, contact our Customer Care team via email at info@dermaelio.de or use the “Cancel Order” feature in your account dashboard. Your request must include your order number and the email address used to place the order. Upon receipt, we will verify the shipment status and notify you of whether cancellation is possible within 24 hours. If we confirm eligibility, we will cancel the order in our system and issue a full refund of any payments received. Please note that shipments in transit cannot be canceled and must follow the returns process once delivered.

5. Applicable Fees and Deductions

In cases where a cancellation request is submitted after the two‑hour automatic window but before shipment, an administrative fee may apply to cover processing costs. This fee is capped at 5 % of the order value or EUR 10, whichever is lower. No fees are charged for cancellations received within the initial two‑hour period. Should you choose a premium or expedited shipping option, the additional shipping surcharge may be non‑refundable once the shipment has been prepared; any standard shipping cost will be reimbursed in full upon successful cancellation.

Should you cancel an in‑transit order via a third‑party logistics request, additional handling or return‑to‑sender charges imposed by the carrier will be deducted from your refund. In the event that a prepaid promotional discount or gift card was used, the refunded amount will be applied first to restore the value of the discount or card, with any residual balance credited back to your original payment method.

6. Refund Processing Timelines

Once your cancellation is confirmed, we initiate the refund process within 24 hours. Refunds are typically completed within seven calendar days for credit card and debit card transactions, though your bank or card issuer may require additional time to post the funds to your account. PayPal and other digital wallets generally process refunds within three business days. For direct bank transfers, please allow up to ten business days for the refunded amount to appear in your account.

All refunds will be issued using the original payment method unless you expressly request an alternative method in writing. In exceptional cases where the original payment channel is no longer available—for example, a closed credit card account—the refund may be issued as a store credit on dermaelio.de, valid for twelve months from the date of issuance.

7. Non‑Cancellable Items and Exceptions

Certain products are exempt from cancellation under this policy due to hygiene, safety, or customization requirements. These include single‑use medical devices once removed from sealed packaging, custom‑blended serums or combination kits assembled to order, and any promotional bundles that consist of individual items not otherwise sold separately. Additionally, any product that has been partially used or whose tamper‑evident seal has been broken cannot be canceled or returned.

In the case of subscription or auto‑replenishment orders, cancellation of the initial order follows the standard process described above. However, you may pause or terminate future scheduled shipments at any time through your account settings, provided that the request is made at least five days before the next scheduled dispatch.

8. Legal Withdrawal Rights and Consumer Protections

Beyond the voluntary cancellation policy, consumers in the EU retain their statutory right to withdraw from distance contracts within fourteen days under EU Directive 2011/83/EU. This withdrawal period begins on the day the goods are delivered and applies even if the items are sealed medical products, provided the consumer has not opened the sealed packaging. Withdrawal is not available for custom or perishable goods that lose value rapidly.

To exercise the statutory withdrawal right, consumers must communicate their decision in a clear statement—by email or postal notice—within the fourteen‑day period. Upon valid withdrawal, consumers are entitled to a full refund of the purchase price and standard delivery costs, with no deductions for return shipping, unless the consumer opted for a premium delivery method.

9. Data Handling, Privacy, and Confidentiality

All information you provide in connection with a cancellation request—such as name, order number, and contact details—is processed in accordance with our Privacy Policy. We retain cancellation records for a maximum of twelve months to audit compliance with our policies and to resolve any disputes. Personal data used only for internal analysis or reporting is anonymized or pseudonymized to protect your privacy.

10. Dispute Resolution and Contact for Unresolved Issues

If you have a complaint or unresolved issue regarding a cancellation, you may first contact our Customer Care Manager by email at info@dermaelio.de or by postal mail at MXC Commerce GmbH, Josef‑Kistler‑Straße 9, 82110 Germering, Germany. We aim to acknowledge all inquiries within two business days and to resolve most matters within ten business days.

Consumers also have the right to refer disputes to the European Online Dispute Resolution platform or to file a complaint with their national supervisory authority. Our company details and relevant dispute‑resolution contacts are provided in the Imprint and Privacy Policy sections of our website.