Mesoram Online Shop

Return Policy

Return Policy

1. Understanding Promaderm’s Returns Policy

Promaderm is committed to providing our customers with the best products and service.
If you have any questions, please speak to our friendly customer services staff on +49 (0)89 - 74747130 e-mailing

2. Damaged or Incorrectly Shipped Products

If your product is damaged in transit or incorrectly shipped, please contact our Customer Service staff. All return requests must be made within 7 days of delivery.

You will need the following information, most of which will be on your packing slip or invoice when arranging for goods to be returned:

1. Name and contact details of original purchaser
2. Invoice number or order number
3. Part number of product to be returned
4. Date on packing slip or invoice
5. Whether the product box has been opened
6. Reason for return

You will need to package and address the product for return. We will only arrange to collect and cover the cost of return freight for goods that are damaged in transit or incorrectly shipped by us. All other returns will be covered at the returner’s expense.

We will only accept products for return that have not been opened or tampered with. Our QA department will inspect all returns before authorizing credit to the customer.

If you receive a product that is damaged in transit from us to you, you should:

1. Refuse to accept delivery of the product,
2. Direct the courier to “Return goods to sender” and
3. Notify our Customer Service staff immediately.

If your product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you and you will be invoiced a processing fee and any freight costs associated with the return.

If we decide that the product is defective, we will issue a credit for the original purchase price of the product and associated freight costs.

If you receive a product that is incorrectly shipped (different to the one you ordered), we will arrange for the product to be collected from you.

If we find that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned by you and all freight costs associated will be covered by you. Credit will only be raised after the products have been inspected and accepted for return.

3. Unopened Product

We offer a 14-day return policy for product in its original, unopened and undamaged packaging.

You must contact our Customer Service staff within 14 days of delivery of the product to return a product in this way.

We will not pay nor reimburse any costs associated with a customer-initiated return of unopened product.

For products in their original, unopened and undamaged packaging, a credit will be issued for the original purchase price of the product less any associated freight costs and cost occurred by using credit card (e.g. 2.5% of invoiced amount)

4. Opened Product

We will not accept any opened product for return unless the product is returnable under this policy.

5. Processing Credits / Refunds

Our restocking fee is 15% for incorrect orders. The order may be returned for credit providing they have not been used and are undamaged. We will normally issue a credit note within 7 working days of us receiving the goods returned in accordance with this policy. The credit note which is issued can then be used as a payment against future purchases or converted to a refund.

We will only issue refunds on request. For your security, all refunds will be made by applying a credit against the customers account. The actual method of refund will depend upon the payment method used for the original purchase. Please note that we will deduct 2.5% of the invoices amount if original order has been paid by credit card.

If we choose to have a product replaced or repaired, we will do this at our cost and return the product (or its replacement) to you promptly.

6. Return address:


1001 Brickell Bay Drive, Suite 1200
Miami, FL 33131