Purchase Terms

Purchase

To place an order with us, you must be at least 18 years old or have parental consent.

For the purchase of over-the-counter medicines, the age limit of 18 years always applies.

A purchase agreement is concluded when you have completed an order and we have sent you an order confirmation, invoice, or receipt. If we have not sent any of these, the delivery confirmation shall be considered acceptance.

The order summary automatically sent by us when you complete an order is not an acceptance.

Your obligations

We require that you as a customer always maintain a polite tone when contacting our customer service. Threats and accusations against us or our staff are not acceptable. We reserve the right to refuse you assistance with customer service matters and complaints if you have an aggressive or derogatory tone, use threats, defamation, insults, false accusations, harassment, or personal attacks. Violations of Chapter 5 of the Penal Code (1962:700) may be reported to the police.

It is your obligation to provide correct address and contact details such as email address and mobile number. We have fulfilled our part of the agreement when we have sent the order to your specified address with your provided contact details. In the following situations, you as a customer are liable for payment:

• If you have provided an incorrect address and the shipment does not reach you and is not returned to us.
• If you have provided an incorrect mobile number so that another person has been notified via SMS and could collect your shipment.

Our rights

In the event of an obvious pricing error, we reserve the right (according to Section 32 of the Contracts Act) to correct the error afterwards or cancel your order. For it to be considered an obvious incorrect price, one of the following must apply:

1. The product's EAN code does not match the product name.
2. The product has been sold at a significantly lower price compared to all other players on the Swedish market.
3. The product has been sold at half or less of our regular price, or 70% or more below the recommended price.

If you are not satisfied with our correction, you naturally have the right to cancel your purchase.

Price changes for pre-orders

If you have placed an order for a product not stocked by us, we always reserve the right to cancel this product from your order if the price of this product has subsequently increased with our suppliers.

Product conformity and satisfaction guarantee

Product conformity regarding Appearance

When you order a cosmetic product (e.g., skincare, haircare, makeup, fragrances) or hygiene product, you enter into an agreement to purchase a product primarily by the specified name, and secondarily by a certain EAN code. The product image is for illustrative purposes, and the product's appearance may differ in reality from the image on dermastore.se. A difference in the product's appearance compared to the image is not a valid reason for complaint unless the difference is substantial and you have received a completely different product. 

If, however, you have purchased the insurance "Satisfaction Guarantee PLUS+", you protect yourself against the differences mentioned above, i.e., if the product does not look as expected, and you have the right to return the item for a full refund, even if the seal is broken, and we also cover the return shipping cost. You must still return the product's packaging. The cost of the insurance is not refunded.

It is not uncommon for manufacturers to redesign their products, and we cannot always keep the website updated with the latest product design.

Product images may also be entirely digital representations of the products, i.e., not photographs.

Sometimes we may show an image depicting the same product but in a different size than stated in the product name; the size stated in the product name is what you purchase.

Most products have a seal, but some do not, as that particular product is always delivered without a seal from our suppliers. If you have received a product without a seal, please contact our customer service, and they will assist you with the matter. 

Product conformity regarding Fragrances

If a fragrance smells different from what you have experienced before, it usually does not mean there is something wrong with the fragrance. Perfume manufacturers occasionally reformulate some of their fragrances. This is partly due to chemicals used as fragrance ingredients being regularly banned at the EU level. A fragrance you purchased not smelling as before due to reformulation is not a valid reason for complaint.

If, however, you have purchased the insurance "Satisfaction Guarantee PLUS+ PREMIUM", you protect yourself against such differences, i.e., reformulations and batch variations, and you have the right to return the item for a full refund, even if the seal is broken. You must still return the product's packaging. In these cases, we cover the return shipping cost. The cost of the insurance is not refunded.

If the fragrance has deteriorated due to age, this is always a valid reason for complaint, except in the exceptional cases mentioned in the chapter below.

Product conformity regarding Age

If an old product, which has clearly deteriorated due to age, has been sent out despite newer manufactured items being available, this is an accepted basis for complaint.

However, there are exceptions when the age of a product is a valid reason for complaint. See below:

A few of the product lines we sell may have ceased production several years ago but may sometimes still be available for sale.

If you order such an item, you accept receiving a product that is several years old and waive the right to complain about it due to age. We mark such items with "VINTAGE" in the name as much as possible, but we cannot guarantee this marking is always present; it is up to you as a consumer to stay informed about whether a product line is still in production or considered "vintage."

If, however, you have purchased the insurance "Satisfaction Guarantee PLUS+ PREMIUM", you protect yourself against this, and you have the right to return the item for a full refund, even if the seal is broken. You must still return the product's packaging. In these cases, we cover the return shipping cost. The cost of the insurance is not refunded.

Special terms for Satisfaction Guarantee and Shipping Insurance

"Satisfaction Guarantee PLUS+" and "Shipping Insurance" ('Insurance Products'), offered to customers as an add-on service in connection with purchases from our online store, shall be considered insurance contracts as defined in the Insurance Contracts Act (2005:104). When purchasing these Insurance Products, the customer enters into a contractual relationship with us as the insurer, and special terms governed by this law and the specific insurance contract terms provided at the time of purchase apply.

When you take out additional insurance via our online store, you accept that it is an insurance contract as defined by Swedish legislation under the Insurance Contracts Act (2005:104). The insurance is considered consumed when it has been used, i.e., when you have reported a claim and any compensation has been paid out according to the insurance terms.

In accordance with applicable rules on distance contracts and contracts outside business premises (see Consumer Purchase Act (2022:260) and the Act on Distance Contracts and Contracts Outside Business Premises [2005:59]), you as a consumer have the right to withdraw your purchase of insurance within fourteen (14) days from the conclusion of the contract, provided the insurance has not been used. To exercise your right of withdrawal, you must notify us within the withdrawal period. After the right of withdrawal has been exercised and the insurance is terminated, the full paid premium will be refunded.

If the insurance is used before the expiry of the withdrawal period, meaning a claim is reported and processed according to the insurance terms, no refund of the premium will be made, as the insurance service is considered completed.

Right of withdrawal for Shipping Insurance

When you as a customer place an order and choose to add "Shipping Insurance" to your order, you immediately start using that service as the item is shipped from our warehouse. This insurance is intended to protect your order during transport to the address provided at the time of purchase.

According to the Act (2005:59) on Distance Contracts and Contracts Outside Business Premises, the right of withdrawal for services is forfeited if the performance of the contract has begun with the consumer's explicit consent and acknowledgment that the right of withdrawal is lost when the service is performed. Since "Shipping Insurance" by its nature is a service that is performed immediately and is fully consumed upon successful delivery, this means the right to withdraw from the purchase of "Shipping Insurance" does not apply once the shipment has left our warehouse.

By accepting these terms in connection with your purchase, you confirm that you understand and agree that the purchase of "Shipping Insurance" cannot be withdrawn and that no refund can be made for this service once the delivery of your order has begun.

Terms for Right of Withdrawal regarding Satisfaction Guarantee PLUS+

"Satisfaction Guarantee PLUS+" is an additional insurance intended to offer extra security and service beyond the statutory right of complaint and right of withdrawal. The insurance takes effect and becomes relevant as soon as the customer has received and accepted the item.

The right of withdrawal for "Satisfaction Guarantee PLUS+" is subject to the provisions of the Act (2005:59) on Distance Contracts and Contracts Outside Business Premises. The customer has the right to withdraw the purchase of "Satisfaction Guarantee PLUS+" under the following conditions:
- If the customer withdraws the purchase of the underlying item and exercises the statutory right of withdrawal within fourteen (14) days and the item is returned in unchanged condition.
- Upon approved complaint under the statutory right of complaint where the defect is covered by applicable consumer protection legislation.

If the customer receives a flawless item and does not express dissatisfaction by invoking any of the above points, acceptance of the item is considered approval of "Satisfaction Guarantee PLUS+". In these cases, where the customer has accepted the item without withdrawing the purchase or initiating a complaint as above, the purchase of "Satisfaction Guarantee PLUS+" is completed, and the right of withdrawal for this insurance is forfeited. Consequently, no refund of the premium for "Satisfaction Guarantee PLUS+" can be claimed after this point.

Prices

Recommended prices refer to the regular prices a consumer normally expects to pay for the item in a physical store in Sweden. Usually, these prices are set by the respective brand's Swedish agency. Recommended prices for product sizes, products, or brands not normally sold in Sweden are converted from store prices in comparable European countries, primarily Denmark, the UK, and Germany.

Our prices are governed by the market and purchase price, which means our prices may sometimes change from day to day. As a customer, you therefore do not have the right to purchase a product at a specific price you saw on the website on a different day than when the purchase is made, as prices change continuously.

Payment - Private customers in Sweden

For private customers, we primarily use the payment solution Svea Checkout. For those who do not want or cannot pay through Svea Checkout, alternative payment solutions are available.

Svea Checkout makes it easy, flexible, and secure for you to shop online. By answering a few questions, you identify yourself easily and can choose the payment method that suits you best.

A feature of Svea Checkout is that we separate purchase and payment. First, you confirm your purchase, then choose how you want to pay. Either with Svea invoice, Svea account, card, or bank transfer. All are equally secure.

The entire website and Svea Checkout checkout are protected by an SSL/TLS security certificate. We never have access to your card details or your bank.

All card payments where the 3D Secure security solution applies are protected by 3D Secure.

Payment - Other customers

For other customers who are not private customers in Sweden, we accept payment via Stripe, such as card payments with Visa and Mastercard, as well as several other local payment methods that vary depending on the visitor's country.

Delivery

Normal delivery time within Sweden is 1-3 business days after we have received your order for items in stock. Our goal is to ship your order no later than the business day after you place your order, then delivery time with all shipping companies is normally 1-2 days to most parts of Sweden.

To certain parts of Sweden, delivery time may normally be 1-2 days longer. With PostNord, this includes northern Sweden with postal codes starting with 8 and 9.

We ship with BudBee, PostNord, UPS, and DHL.

BudBee Box: Delivered to the box station you choose. In some cases, e.g., if the station is full, the package may be delivered to another nearby box station.

PostNord Parcel Letter: Delivered to your door or mailbox if possible, otherwise to an agent.

DHL and UPS: Delivered to an agent, and you are notified to pick up the shipment. In most cases, your shipment will be delivered to the agent you choose, but in some cases (e.g., if the agent is full), the package may be delivered to another nearby agent. This is beyond our control and is not something we can be held responsible for.

Shipments arriving at agents must be picked up within 14 days to prevent return; for BudBee boxes, the period is 7 days.

For other countries, different shipping options are available at checkout with information about their usual delivery time and cost.

If you place multiple orders within a 2-business-day interval, we reserve the right to ship the orders together and, in some cases, ship with DHL even if you have chosen another delivery option.

Home delivery outside the door and bag on the door

If you choose a delivery option where you accept that the package may be left outside your door or apartment entrance, you agree that the package and its contents are considered delivered and in your possession in accordance with Chapter 2, Section 6 of the Consumer Contracts Act as soon as the package has been left outside your door or apartment entrance. You also hereby agree that the risk for the item(s) has passed to you upon such delivery.

Shipping fee

Shipping fees vary with order value, number of products, order weight, package dimensions, and chosen shipping option. The shipping price is shown at checkout before you complete your order.

Unclaimed shipments / Shipments returned

For shipments returned due to any of the reasons below, we have the right to charge up to SEK 200 including VAT per order for shipping and administrative costs. This is according to Sections 37 and 41 of the Consumer Purchase Act.

1. Shipments that end up at an agent but are not picked up within 14 days and are thus returned.
2. Orders where an incorrect address has been provided and the shipment has been returned.

For uncollected packages containing over-the-counter medicines, the following applies: According to the Medical Products Agency's regulations, returned medicines may not be resold or sent out again. Medicines returned to pharmacies or not collected at agents must by law be destroyed. The cost of medicines in uncollected or returned packages will be charged to the customer.

It is your responsibility to ensure that you enter correct contact details (and check your inboxes) so that we/shipping company can contact you regarding your delivery. It is also your responsibility to use the recommended information channels for receiving delivery; for example, if you choose not to use the BudBee app for a BudBee delivery, we are not responsible if you do not receive information about your delivery. 

The estimated delivery time for unclaimed shipments/shipments with incorrect addresses is generally much longer than for other returns and shipments, usually about 2-5 weeks.

Customs / VAT on deliveries outside the EU

For shipments to countries outside the EU, any customs, VAT, and other fees may be added to the shipment. This is beyond our control and not something we are responsible for.

 

Perfumes on flights

If you have ordered perfume and do not live in any of the following countries: Sweden, Denmark (excluding Greenland), Norway (excluding Svalbard), or Finland, there is a risk that your order will be refused delivery. This is because perfumes are not allowed to be shipped by air. If your package is returned to us for this reason, we will cancel your order and give you a full refund.

Receiving the shipment

You are obliged upon receipt of the shipment to check that the outer packaging appears undamaged and that the shipment does not appear to have been opened and resealed during delivery. When picking up at an agent, this must be done directly at the agent.

If the outer packaging is clearly damaged

If the outer packaging is clearly damaged and the items inside are suspected to have been damaged as a result, or if the outer packaging appears to have been opened and resealed during delivery, we ask you to photograph the shipment before opening it. If you pick up the shipment at an agent, report the damage to the agent and have the shipment weighed and the weight witnessed by the agent's staff.

If an item has obvious external damage

If an item has obvious external damage or is completely destroyed, you should keep the product, the product's packaging, and the shipping packaging. Then contact us to make a complaint. We may request photographs of the product and packaging as well as return of everything, including the shipping packaging.

If a perfume bottle or other glass bottle has been broken, we want photographs of the bottom of the perfume bottle showing the batch code, photographs of the perfume packaging showing the batch code, photographs of the outer packaging showing all damages, and a photo where the entire shipping label is clearly visible.

You cannot receive compensation if you have discarded the item or outer packaging and/or have not taken photographs.

If the contents of a package are wholly or partially missing, we have the right to send a new package or product instead of a refund. 

 

Delay & Default

If a product cannot be shipped within 36 hours (e.g., due to incorrect stock status), we will notify you of this and, if possible, provide an expected new delivery time. In this case, you have the right to cancel your purchase free of charge. An invoice is not activated until an order is shipped.

In rare cases, the carrier's delivery time from when we have shipped a shipment may be longer than usual. In rare cases, shipments may also be lost.

Cases where a shipment has been delayed by the postal service within reasonable limits (less than 10 days) are not valid grounds for complaint. 

Our policy is to wait 10 business days from the latest tracking event before considering a shipment lost. Only after 10 business days from the date we shipped a shipment can we issue a refund or resend the order. If you have purchased shipping insurance, we only wait 5 business days from the latest tracking event before resending the order.

If we resend the order and both shipments eventually arrive, you must always return one of them to avoid being liable for payment for the goods in both deliveries. In these cases, we cover the return shipping cost.

This policy does not replace the rights you have under Sections 10, 11, 12, 13, and 14 of the Consumer Purchase Act.

You thus have the right to cancel the purchase free of charge earlier than after a 10-business-day delay, but we wait with the refund to see what happens with the shipment.

If you have provided an incorrect address at the time of order and the shipment does not reach you and is not returned to us for this reason, we are neither obliged to refund you nor resend the order.

If you claim not to have received delivery, but the shipping company's tracking information still indicates the shipment has been delivered, we have the right to

1. Send a new delivery to you that requires identification upon pickup.
2. Charge a "not collected fee" of up to SEK 250 if you do not pick up this delivery.

 

Allergy and allergic reactions

It is your responsibility as a customer to keep track of any allergies and sensitivities you have. We are not responsible for personal allergies resulting from the contents of products. If you experience allergic symptoms due to a product you have ordered from us, contact our customer service email with pictures of the reaction. If we can assess that the reaction comes from the product you ordered, we will as standard refund 50% of the money. 

 

Right of withdrawal

When you shop at DermaStore within Sweden and the EU, you have the right to withdraw your purchase within 14 days after you have received delivery, or in the case of partial delivery, after the last item is delivered. Note that it is sufficient that you notify us that you want to exercise your right of withdrawal within 14 days; you do not need to have returned the item within 14 days for the right of withdrawal to be valid.

The right of withdrawal does not apply to purchases to countries outside the EU.

You can read more about how to make a return here.

To receive full compensation, the product must be in substantially unchanged condition, i.e., unused and undamaged. It is allowed to open the packaging and inspect the item in a way that does not damage the product or its packaging.

The right of withdrawal ceases for underwear if it has been tried on.

Seals or tamper-evident packaging must not be broken for you to receive full compensation. This is according to the Act (2005:59) on Distance Contracts and Contracts Outside Business Premises, Chapter 2, Section 11, point 5.
Seals include the transparent plastic around perfume packaging.

For a cosmetic product (makeup, perfume, skincare, haircare) that is minimally used or whose seal is broken, you still have the right to withdraw your order with a depreciation deduction, according to the Act (2005:59) on Distance Contracts and Contracts Outside Business Premises (Chapter 2, Section 15, paragraph 2). This means we refund you 70% of the product's price.

If you withdraw part of an order whose total value exceeds the threshold for free shipping, and the value of the items you keep after withdrawal falls below the free shipping threshold, we have the right to charge the regular shipping fee that would have been charged if you had only ordered the items you keep.

If you withdraw part of an order and this results in the remaining items in the order no longer qualifying for a discount you received, we have the right to remove the discount from the order. This may lead to a smaller refund than the value of the withdrawn item(s). In some cases, it may lead to the order total increasing, and no refund at all.

DermaStore will not release packages against cash on delivery.

To notify withdrawal, you can contact us via email or phone, see http://dermastore.se/kontakt.

You can also send a letter to:
Vou You AB
Åbäcksgatan 6
431 67 Mölndal

You can, if you wish, use this withdrawal form.

Order cancellation

You also have the right to cancel an order before we have shipped it, as well as after it has been shipped but before you have received it.

If you cancel before we have shipped, we do our best to stop it from being sent, but we cannot guarantee that we will succeed. We do not charge any fee or require compensation for an order you cancel before it has been shipped.

If you cancel an order that has been shipped but not yet received, we have the right (according to Sections 37 and 41 of the Consumer Purchase Act) to charge a compensation fee of up to SEK 150 including VAT.

Complaints

DermaStore applies the Consumer Purchase Act's right of complaint, which means you have three years to make a complaint after you have received the item. We also undertake to follow the recommendations of the National Board for Consumer Disputes (ARN, Box 174, 101 23 Stockholm).

A complaint must be made within a reasonable time after you discovered the defect. Notifications sent within two months after you noticed a defect in a product are always considered timely. The product must then be returned to us. We will check the defect on the product and refund you if we can confirm the defect exists and that it was an original defect. We also compensate you for any shipping costs and other costs that may have arisen in connection with the complaint.

Never attempt to fix a defect on a product yourself that in any way modifies or destroys the product, as this voids your right to complain. If you complain and return a product, the entire product including its packaging must be returned.

If we cannot approve a complaint, we must return the product to you, and you will be liable for the actual shipping cost for the return and the return shipment to you. Alternatively, we can accept the product as a withdrawal with a depreciation deduction, see the section under Right of withdrawal.

Contact us and we will assist you.

If you are outside Sweden and wish to return an item due to withdrawal, you must arrange and pay for the return shipping of the product. If you are within Sweden, we can arrange a return shipping label, which you then pay for. If there is a defect in the product that is the basis for the return, we pay for the return shipping.

Refund

DermaStore undertakes to refund prepaid amounts within 14 business days from the day you notify us that you want to cancel your purchase. However, you may have to wait until we have received the item(s) returned or you have sent proof that you have returned them.

For complaints, we undertake to refund the return shipping cost within 14 business days from the day we received the complained item if we can approve the complaint.

All refunds are made using the same payment method as the purchase, except Swish. For Swish payments, we need your bank account number for a refund via bank transfer. It is your responsibility to provide a correct account number before a bank transfer; we cannot be held responsible if money has been sent to the wrong account if you have provided an incorrect account number. 

Fraud

If you as a customer commit or attempt to commit fraud against us, we have the right to charge you a fraud handling fee of SEK 1,500. Failure to pay the fraud handling fee will be forwarded to debt collection and possibly the Enforcement Authority.
We will also report all fraud and attempted fraud to the police.

Disputes

In case of disputes, you can also use the EU's dispute resolution page

 

Terms and conditions last updated: 2025-04-20