Shopping Guide

How to make a purchase?

Buying products via dermoventas.com is very simple. Just follow a few straightforward steps:

• 1. From the home page you can access the product line in two ways: by entering the product name in the search box, or by using the menu at the top of the screen.
• 2. Select the product that best fills your needs and click ‘Add’ to add the product to your cart. If you want more information on a product, click on ‘See product’ and the product details will appear.
• 3. Once you have selected the quantity, you may continue shopping or confirm your order.
• 4. When you select ‘Check out’, you will be asked to fill in your details and provide a delivery address.
• 5. Select the delivery and payment methods.
• 6. Confirm the order.
• 7. You will receive an email confirming your order.

General information

• 1. In which countries is it possible to buy online? You may currently buy online in Spain, Portugal, Germany, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Slovakia, Slovenia, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxemburg, Malta, the Netherlands, Poland, UK, Czech Republic, Romania and Sweden.
• 2. What browsing languages are available? Dermoventas.com browsing languages are Spanish and English.
• 3. Are ‘Sold out’ articles replaced? If an article is sold out we will try to replace it as soon as possible. If the article is out of stock, it will be deleted from the website.
• 4. Will I receive the same product that I see in the photo? Yes, with the exception of some Outlet products, which may have different packaging.
• 5. Is it possible to receive periodical email information about new Dermoventas products and offers? Yes. Just subscribe to our “Newsletter” and you will receive information about the latest Dermoventas novelties, special offers and promotions.
• 6. Can I unsubscribe to the Dermoventas newsletter? In the “Newsletter” section you can unsubscribe very easily. Just fill in the information and click on “Send”. You can also do so using the link in any of the emails you have received previously.
• 7. How can I recover my password? If you have forgotten your password you can recover it using the “Recover password” section under the registration tab. You will receive an email confirming your new password.
• 8. How can I be sure my order has been placed correctly? Once your order has been placed you will receive a confirmation email. If you don’t receive an email, please contact our customer services department.
• 9. How can I find out my order status? You can track your updated order status in real time by accessing the “My Orders” section of your account.
• 10. Can I delete items from my order? Yes. If you haven’t already confirmed your order, just delete the item from your shopping cart. If your order has already been placed, contact our customer services department.
• 11. Can I cancel an order? Yes. You can cancel an order as long as the order status allows you to do so. Just access the “My Orders” section of your account or contact our customer services department.
• 12. What do I do if I receive a defective product? In Dermoventas.com all efforts are made to ensure your product arrives in perfect condition. If by any chance you receive a defective product, please notify our customer services department.
• 13. What should I do if I receive an incorrect item? In the event that you receive an article you did not order, contact our customer services department.

Payment methods

You may choose one of the following payment methods:

Credit Card: Visa, Visa Electron, MasterCard, American Express. For what reasons may my credit card be rejected? Your credit card may be rejected for one of the following reasons: - The card may have expired. Check the ‘Valid until’ date. - It is possible you have reached or exceeded your credit limit, in which case you should consult your bank. – Some of the information you have entered may be incorrect. Make sure you have filled out all the fields correctly. Guaranteed secure payment Dermoventas does not have access to any of your credit/debit card information. Payment is processed via a secured BBVA payment gateway. All payments made by credit card use a secure server provided by the bank entrusted with the payment. This guarantees confidentiality by encrypting all personal information sent over the internet. PAYPAL: You can use this convenient, instant online payment system for your Dermoventas purchases. Cash On Delivery: In Dermoventas COD payments do not include any extra charges. You pay on reception of your order and no service commission is added. Bank transfer: If you wish, you may pay for your purchases by bank transfer. Just include your order number in the transfer information and send us a copy of the receipt to clientes@dermoventas.com. Your order will then be sent. Can I ask for Tax-free purchases? No. Tax-free purchases only apply to physical retail outlets where the customer transports the goods themselves. The total cost of your order includes taxes and delivery charges. You will be notified of the total cost when you confirm your order as well as in the order confirmation email you will receive on placement of your order. If you cancel the order before it has been sent you will be refunded using the same payment modality you used to pay for the order.

Deliveries

Dermoventas warehouses maintain sufficient stock levels so that any product found on our website is in stock in our warehouses and may be dispatched immediately. Where can I receive my order? You may receive your order wherever is most convenient (at home, at work, etc.), providing the destination country is included in the list that appears when you enter your address. Dermoventas does not deliver to the Canary Islands, Ceuta, Melilla or to Post Office Boxes. Delivery charges Deliveries to Spain are free for all orders over 50€. For orders under 50€ the delivery charge is 5€ (VAT incl.). Spanish peninsula and Balearic Islands. Dermoventas does not deliver to Ceuta, Melilla, Canary Islands, Azores or Madeira. Deliveries to EC countries are free for all orders over 100€. The delivery charge for orders under 100€ is 18€ (VAT incl.) Germany, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Slovakia, Slovenia, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxemburg, Malta, The Netherlands, Poland, Portugal, UK, Czech Republic, Romania and Sweden. Delivery windows Dermoventas delivery time for orders within the Spanish peninsula is 1 to 3 working days, in other words, Monday to Friday, excluding national and local holidays. In the event that, for whatever reason, your delivery is expected take more than 3 days, we will notify you as soon as possible, explaining the cause of the delay and promising our best efforts to solve the problem as soon as possible. Deliveries to destinations within the EU and outside Spain will take from 3 to 10 working days.

Refunds and returns

Customer satisfaction is paramount for Dermoventas. For this reason, if you are not satisfied with the product, you may return it within 14 days from the reception date. If you wish to return a product, just follow these steps:

• 1. Contact us via clientes@dermoventas.com.
• 2. Notify us of the reason for the return, for example:
  • - Defective product or product damaged in transport. Dermoventas will send you a new product once the defective product has been received in our warehouse. It you would prefer a refund, the amount of the refund will correspond to the price at the time of order, as this may have changed. The amount will be refunded using the same payment method as that of the original online order.
  • - Wrong product. If, for whatever reason, we send you the wrong product, let us know and we will send you the correct product as soon as possible and notify you of the expected delivery date. Any charges arising will, of course, be paid by us.
  • - Other, unjustified, reasons. Dermoventas also accepts returns for other reasons, providing the product is in its original condition, unopened, unused, and with its original packaging, as stipulated in the corresponding legislation.
• 3. Our Customer Services team as at your service to ensure your complete satisfaction.
• 4. Will I be refunded any return postage costs? We'll refund your return costs on items sold and/or fulfilled by Amazon, up to our standard delivery option cost, if:
  • you received an incorrect item, or
  • you received a damaged item, or
  • you received a defective item.

Technology

The www.dermoventas.com website has been optimised for visualisation in Microsoft Internet Explorer 8 or above, Mozilla Firefox 3.5 or above, Google Chrome 6 or above and y Safari 5 or above. The latest version of these browsers may be downloaded here:

• - Microsoft Internet Explorer
• - Mozilla Firefox
• - Google Chrome
• - Safari

Outlet

The products found in the outlet category have a bigger discount due to one of the following reasons: a different packaging (which might not be as the one shown in the picture) or a sell-by date shorter. In any case all the products are suitable to be used.