Refund policy
REFUND, RETURN, REPLACEMENT & CANCELLATION POLICY
Version: 2.0
Original Effective Date: January 12, 2025
Last Updated: August 4, 2026
This Refund, Return, Replacement & Cancellation Policy (the “Policy”) explains the circumstances under which an Order placed with BrunoDermalFiller may be cancelled, a Product may be returned or exchanged, or a refund, replacement, reshipment, price reduction, or Store Credit may be provided.
This Policy is intended to establish a fair, transparent, and consistent process for resolving genuine Order-related concerns while protecting the safety, integrity, authenticity, quality, and traceability of the Products supplied by BrunoDermalFiller.
By placing an Order, the Customer acknowledges that this Policy forms part of the terms governing the purchase, together with our Shipping Policy, Terms of Service, Privacy Policy, Legal Notice, applicable Product information, checkout disclosures, and any specific written commercial agreement governing the Order.
Nothing in this Policy excludes, restricts, replaces, or limits any statutory consumer right, legal guarantee, conformity remedy, or other protection that cannot lawfully be excluded or limited. Where mandatory applicable law provides the Customer with greater protection, that mandatory law will prevail to the extent of the conflict.
Claims and questions relating to this Policy may be submitted to:
Email: info@brunodermalfiller.com
Phone / WhatsApp: +370 670 19813
The Customer should include the relevant Order number in all communications.
GENERAL PROVISIONS
1. Purpose of This Policy
The purpose of this Policy is to:
- •explain when an Order may be cancelled;
- •establish the conditions under which a Product may be returned;
- •explain when a Customer may qualify for a refund, replacement, exchange, reshipment, price reduction, or Store Credit;
- •provide clear procedures for reporting incorrect, missing, damaged, expired, defective, or non-conforming Products;
- •establish reasonable evidence, preservation, authorization, and investigation requirements;
- •ensure consistent handling of Claims;
- •protect Customers and the Company against errors, misunderstandings, misuse, duplicate compensation, and dishonest Claims; and
- •preserve every legal right that cannot lawfully be excluded or restricted.
BrunoDermalFiller aims to assess genuine Claims fairly, consistently, professionally, and as efficiently as reasonably possible.
2. Scope of This Policy
2.1 Transactions covered
This Policy applies to purchases made directly through:
- •BrunoDermalFiller.com;
- •an official invoice or payment request issued by BrunoDermalFiller;
- •an authorized BrunoDermalFiller sales representative; or
- •another sales channel expressly operated or approved by BrunoDermalFiller.
2.2 Matters covered
This Policy governs:
- •Order cancellations;
- •Product returns;
- •refunds and partial refunds;
- •replacements;
- •reshipments offered as a remedy;
- •exchanges;
- •Store Credit;
- •incorrect Products;
- •Customer ordering errors;
- •missing paid Products;
- •quantity discrepancies;
- •damaged Products;
- •defective or non-conforming Products;
- •voluntary returns and buyer’s remorse;
- •statutory Consumer withdrawal rights;
- •non-returnable Products;
- •shelf-life and expiry Claims;
- •duplicate Orders and duplicate payments as they relate to refunds;
- •Return Authorization;
- •return inspection;
- •Claim evidence and investigation; and
- •refund processing.
2.3 Purchases from third parties
This Policy does not automatically apply to Products purchased from an independent:
- •reseller;
- •distributor;
- •marketplace seller;
- •clinic;
- •practitioner;
- •pharmacy;
- •retailer;
- •wholesaler; or
- •other third party.
A Customer who purchased a Product from a third party should ordinarily submit the Claim to the seller from whom the Product was purchased.
Nothing in this section limits any separate Product-safety, recall, manufacturer, or mandatory legal obligation that may apply.
2.4 Matters governed by other policies
The following matters are governed principally by separate BrunoDermalFiller policies and are not repeated here except where directly necessary to determine eligibility for a cancellation, return, refund, replacement, or related remedy:
- •shipping methods and estimated transit periods;
- •tracking procedures;
- •delivery completion;
- •delivery addresses and recipient responsibilities;
- •customs clearance;
- •import duties and taxes;
- •carrier responsibilities;
- •forwarding services;
- •detailed temperature-controlled shipping procedures;
- •payment authorization;
- •website use;
- •data protection;
- •general limitations of liability;
- •governing law; and
- •other general contractual obligations.
2.5 Business and professional transactions
Where an Order is placed wholly or mainly for professional, clinical, wholesale, resale, distribution, commercial, institutional, or other business-related purposes, it will ordinarily be treated as a business transaction.
Unless mandatory law provides otherwise, Business Customers do not benefit from statutory rights reserved exclusively for Consumers, including Consumer-only statutory withdrawal rights.
2.6 Separate commercial agreements
Where a wholesale, distribution, special-order, quotation, supply, or other written commercial agreement expressly differs from this Policy, the specifically agreed written terms will govern the relevant transaction to the extent permitted by applicable law.
2.7 Mandatory legal rights
Every deadline, exclusion, evidence requirement, remedy sequence, limitation, and condition in this Policy applies only to the maximum extent permitted by applicable law.
Where mandatory law grants a Customer:
- •a longer reporting period;
- •a statutory withdrawal right;
- •a legal guarantee;
- •a repair or replacement right;
- •a price reduction;
- •a refund;
- •a burden-of-proof protection; or
- •another non-waivable remedy,
that mandatory protection will prevail.
3. Definitions
For the purposes of this Policy:
3.1 “BrunoDermalFiller,” “Company,” “we,” “us,” or “our”
Means STBRUNO GLOBAL TRADING – FZCO, the operator of BrunoDermalFiller.com, together with its authorized employees, representatives, fulfillment providers, logistics partners, manufacturers, suppliers, payment providers, and service providers acting on its behalf where relevant.
The Company’s complete registered information is provided in the Legal Notice and Terms of Service.
3.2 “Customer,” “you,” or “your”
Means the individual, company, clinic, healthcare professional, distributor, reseller, organization, representative, or other person or entity that places, pays for, or receives an Order.
Where an Order is placed by a representative, that representative confirms that they have authority to act for the purchaser and accept the applicable terms on the purchaser’s behalf.
3.3 “Consumer”
Means a natural person purchasing primarily for purposes outside that person’s trade, business, craft, profession, clinical practice, or commercial activity.
3.4 “Business Customer”
Means any person or entity purchasing wholly or mainly for professional, clinical, wholesale, resale, distribution, commercial, institutional, or other business-related purposes.
3.5 “Product”
Means any item sold, supplied, reserved, sourced, or otherwise provided by BrunoDermalFiller, including where applicable:
- •dermal fillers;
- •botulinum toxin Products;
- •injectable Products;
- •sterile Products;
- •temperature-sensitive Products;
- •skincare Products;
- •cosmetic Products;
- •professional-use Products;
- •consumables;
- •saline;
- •disposables;
- •accessories;
- •samples;
- •promotional Products; and
- •complimentary Products.
3.6 “Order”
Means a purchase request submitted to BrunoDermalFiller and accepted by the Company.
An automated acknowledgment or preliminary confirmation does not necessarily constitute final acceptance where payment, identity, compliance, stock, destination, professional-status, fraud-prevention, or regulatory verification remains outstanding.
3.7 “Dispatch,” “Dispatched,” or “Shipped”
An Order is considered Dispatched or Shipped when it has:
- •left the relevant fulfillment facility;
- •been physically handed to a carrier;
- •been transferred to a fulfillment or logistics provider for onward transportation;
- •been consolidated into an export or onward shipment that can no longer reasonably be interrupted; or
- •otherwise entered a dispatch process that the Company can no longer reasonably stop.
The absence of an active tracking number, dispatch email, carrier scan, or visible tracking update does not necessarily mean that the Order has not been Dispatched.
3.8 “Delivery” or “Delivered”
Means the point at which the relevant carrier or logistics records show that the parcel was delivered, collected, accepted by an authorized recipient or location, or otherwise completed under the applicable delivery procedure.
Where mandatory law determines Delivery or the transfer of risk differently, the mandatory legal rule will apply.
3.9 “Return Authorization”
Means written approval issued by an authorized Company representative permitting the Customer to return specifically identified Products to an approved return location under stated instructions.
3.10 “Store Credit”
Means a non-cash credit issued for eligible future purchases through BrunoDermalFiller.com, subject to this Policy and any conditions communicated when the Store Credit is issued.
3.11 “Business Day”
Means Monday through Friday, excluding public holidays observed by the relevant Company department, fulfillment facility, payment provider, or banking institution involved in processing the matter.
3.12 “Claim”
Means any request relating to cancellation, return, refund, replacement, exchange, reshipment, Store Credit, an incorrect Product, a missing Product, Product damage, a defect, non-conformity, shelf life, expiry, or another remedy governed by this Policy.
3.13 “Original Payment Method”
Means the card, bank account, payment account, Store Credit, or other payment channel through which the applicable payment was received.
3.14 “Written” or “in writing”
Means a communication made through:
- •email;
- •an official Company support ticket;
- •an official Company customer-service channel;
- •a written notice issued through a Customer account; or
- •another durable written communication method recognized by the Company.
An informal verbal discussion does not constitute written approval.
4. General Conditions Applicable to Claims
4.1 Prompt inspection
The Customer must inspect every parcel and its contents promptly after Delivery.
The inspection should include:
- •the external shipping carton;
- •shipping label;
- •tamper-evident tape and seals;
- •internal boxes;
- •bubble wrap;
- •protective pouches;
- •envelopes;
- •insulation and cooling materials;
- •Product names and strengths;
- •pack sizes and quantities;
- •batch or lot numbers;
- •visible expiry dates;
- •security or authenticity features; and
- •signs of leakage, crushing, puncture, breakage, contamination, tampering, or other damage.
Small Products, saline, disposables, accessories, samples, and complimentary items may be placed inside protective materials or other packaging to prevent movement or damage.
4.2 Preservation of Products and packaging
The Customer must not discard:
- •the external parcel;
- •shipping label;
- •internal packaging;
- •insulation;
- •cooling materials;
- •Product boxes;
- •security seals;
- •affected Products;
- •inserts; or
- •other potentially relevant evidence
until the Claim has been concluded or the Company confirms in writing that the materials may be discarded.
4.3 Prior written approval
No return, refund, replacement, reshipment, exchange, disposal, or Store Credit is approved unless confirmed in writing by an authorized Company representative.
The Customer must not return a Product to a warehouse, office, manufacturer, supplier, carrier, fulfillment facility, logistics partner, or another address without first obtaining a Return Authorization.
4.4 Evidence
Depending on the Claim, the Company may reasonably request:
- •a continuous unboxing video;
- •photographs or video recordings;
- •photographs of every side of the parcel;
- •photographs of the shipping label;
- •photographs of all internal packaging;
- •Product names, labels, strengths, quantities, batch numbers, serial numbers, and expiry dates;
- •proof of payment;
- •storage or temperature information;
- •carrier or customs correspondence;
- •proof of authority to act for the purchaser;
- •a signed declaration;
- •return of the affected Product; or
- •other information reasonably necessary to verify the Claim.
Evidence must be authentic, complete, legible, relevant, and unedited in any material respect.
4.5 Unboxing videos
A continuous unboxing video is strongly recommended for every Order and may be particularly important for Claims involving:
- •missing Products;
- •incorrect Products;
- •quantity discrepancies;
- •concealed damage; or
- •alleged tampering.
The video should begin before the parcel is opened and clearly show:
- 1.the sealed parcel;
- 2.the shipping label;
- 3.every side of the external packaging;
- 4.the uninterrupted opening of the parcel;
- 5.all internal packaging; and
- 6.every Product removed from the parcel.
Failure to provide an unboxing video does not automatically remove a mandatory legal right. However, where a video is reasonably necessary to distinguish a fulfillment error from post-Delivery loss, disposal, substitution, tampering, or handling, its absence may materially limit verification and affect the available resolution.
4.6 Company records
The Company may review and rely on relevant records, including:
- •packing videos;
- •packing lists;
- •Product-scan records;
- •inventory records;
- •parcel weights;
- •fulfillment records;
- •shipping documents;
- •delivery or carrier records;
- •manufacturer or supplier records;
- •Customer communications; and
- •other relevant information.
No single record is necessarily conclusive. The Company may evaluate the available evidence as a whole.
4.7 Customer cooperation
The Customer must respond reasonably to requests for information, documentation, photographs, video, declarations, Product return, inspection, quarantine, manufacturer review, or other cooperation.
Unless mandatory law provides otherwise, the Company may close a Claim if the Customer fails to provide requested information or cooperation within fourteen calendar days after a written request.
The Company may reopen a closed Claim where sufficient evidence is later provided and the delay has not materially impaired the investigation.
4.8 Preservation and non-use of disputed Products
A Product involved in a Claim must not be:
- •used;
- •administered;
- •mixed;
- •diluted;
- •reconstituted;
- •punctured;
- •opened further;
- •altered;
- •relabelled;
- •resold;
- •transferred;
- •returned without authorization; or
- •discarded
unless immediate action is reasonably necessary for safety or legal compliance, or the Company authorizes the action in writing.
Where immediate disposal is necessary, the Customer should document the Product and relevant evidence as completely as reasonably possible before disposal.
4.9 Partial issues
An issue affecting one Product, unit, box, component, or part of an Order does not automatically entitle the Customer to reject or receive a refund for unaffected Products.
Unless mandatory law requires otherwise, the remedy will be limited to the Products and quantities directly affected.
4.10 No double recovery
A Customer may not receive duplicate compensation for the same loss.
Where the Customer has already received a refund, replacement, reshipment, Store Credit, carrier payment, insurance compensation, payment reversal, chargeback, manufacturer compensation, or another remedy, any additional remedy may be reduced, suspended, recovered, or refused to prevent duplicate recovery.
ORDER CANCELLATIONS
5. Cancellation Before Dispatch
5.1 Standard cancellation request
A Customer may request cancellation of a standard Order before the Order has been Dispatched.
The cancellation request should be submitted as soon as possible through an official Company customer-service channel and should include:
- •the Order number;
- •the purchaser’s full name;
- •the email address associated with the Order;
- •the payment reference, where available; and
- •a clear statement requesting cancellation.
5.2 Cancellation is not automatic
Submitting a cancellation request does not itself cancel the Order.
Cancellation is effective only when confirmed in writing by an authorized Company representative.
5.3 Rapid processing
Orders may be processed, prepared, packed, transferred, consolidated, or Dispatched quickly.
The Company will make reasonable efforts to act on a timely request but cannot guarantee that the request will be completed before the Order enters an irreversible stage of Dispatch.
An Order may already have left the Company’s operational control even where:
- •tracking is not active;
- •no dispatch email has been received;
- •the first carrier scan has not appeared;
- •the Order remains marked as processing;
- •export processing is pending; or
- •the parcel is moving between fulfillment or logistics facilities.
5.4 Full refund following approved cancellation
Where a standard Order is successfully cancelled before Dispatch, the Customer will receive a full refund of the amounts paid for the cancelled Order, including any shipping charge paid for a shipment that did not occur.
The refund will ordinarily be issued to the Original Payment Method unless:
- •the Original Payment Method cannot receive the refund;
- •banking or payment-provider restrictions apply;
- •additional verification is required;
- •the Customer requests another lawful method and the Company agrees; or
- •applicable law requires another method.
5.5 Effect of approved cancellation
Once cancellation has been confirmed:
- •the Order will no longer be prepared for shipment;
- •shipping arrangements will be cancelled where possible;
- •reserved inventory may be released;
- •the refund will be processed under this Policy; and
- •written confirmation will be provided to the Customer.
6. Cancellation After Dispatch
6.1 No standard cancellation after Dispatch
Once an Order has been Dispatched, it cannot be cancelled under the standard cancellation provisions of this Policy.
After Dispatch, any return, statutory withdrawal, refund, replacement, or other remedy must be assessed under the relevant sections of this Policy and applicable law.
6.2 Refusal or non-collection does not constitute cancellation
The following actions do not convert a Dispatched Order into a valid pre-Dispatch cancellation:
- •refusing Delivery;
- •failing to collect the parcel;
- •asking a carrier to return the parcel;
- •failing to respond to the carrier;
- •failing to cooperate with customs; or
- •abandoning the parcel.
Any resulting refund or return eligibility will depend on this Policy, the Shipping Policy, the condition in which the Products are recovered, costs incurred, and applicable law.
7. Special, Customized, Reserved and Wholesale Orders
7.1 Dedicated Orders
Unless mandatory law provides otherwise, an Order may become non-cancellable once the Company begins dedicated work or incurs Customer-specific costs relating to:
- •specially sourced Products;
- •Products reserved specifically for the Customer;
- •customized or personalized Products;
- •large-volume or wholesale Orders;
- •limited-stock allocations;
- •special quotations;
- •dedicated procurement;
- •special manufacturing;
- •regulatory or export documentation;
- •specialized packaging;
- •temperature-controlled preparation; or
- •another Customer-specific arrangement.
7.2 Disclosure
Any special cancellation conditions should be communicated before or during acceptance of the relevant Order.
Where separate written commercial terms apply, those terms form part of the contract.
8. Order Modifications and Company Cancellations
8.1 Customer modification requests
Before Dispatch, the Customer may request changes to:
- •Product selection;
- •Product strength;
- •quantity;
- •recipient information;
- •delivery address; or
- •shipping method.
Every modification request is subject to:
- •stock availability;
- •operational feasibility;
- •payment adjustment;
- •regulatory requirements;
- •shipping feasibility; and
- •written approval by the Company.
A requested modification is effective only when confirmed in writing.
Where the modification cannot reasonably be completed before Dispatch, the original Order may proceed as placed.
8.2 Cancellation by BrunoDermalFiller
The Company may cancel an Order before Dispatch where reasonably necessary, including where:
- •a Product is unavailable;
- •a material pricing or listing error occurred;
- •payment cannot be completed or verified;
- •unauthorized activity or fraud is reasonably suspected;
- •identity or payment verification cannot be completed;
- •regulatory, sanctions, export, or import restrictions apply;
- •required documentation cannot be obtained;
- •fulfillment becomes impossible;
- •the Order violates applicable law or Company policy;
- •the Product or destination creates an unacceptable compliance risk; or
- •another legitimate operational, legal, regulatory, or safety reason exists.
8.3 Refund following Company cancellation
Where the Company cancels an Order before Dispatch, it will refund amounts received for the cancelled Products unless the funds are lawfully withheld, frozen, returned, or otherwise handled under binding instructions from a bank, payment provider, regulator, court, or competent authority.
ORDER ERRORS AND PRODUCT-CONDITION CLAIMS
9. Incorrect Products and Customer Ordering Errors
9.1 Incorrect Product supplied by the Company
Where the Customer receives a Product materially different from the Product confirmed in the accepted Order, the Customer must notify BrunoDermalFiller within fourteen calendar days after Delivery.
This commercial reporting period facilitates prompt investigation and does not remove a longer mandatory legal right relating to non-conforming goods.
9.2 Evidence required
The Customer should provide:
- •the Order number;
- •the Product ordered;
- •the Product received;
- •photographs of every Product received;
- •photographs showing Product names, strengths, quantities, labels, batch numbers, and expiry dates;
- •photographs of the parcel and shipping label;
- •photographs of internal packaging; and
- •a continuous unboxing video where reasonably available.
The Company may request additional information where reasonably necessary.
9.3 Investigation
The Company may review:
- •packing videos;
- •packing lists;
- •Product-scan records;
- •inventory records;
- •parcel weights;
- •fulfillment documentation;
- •shipping documentation;
- •quality-control records; and
- •other relevant evidence.
9.4 Resolution
Where the Company confirms that an incorrect Product was supplied through its error, the remedy may include:
- •shipment of the correct Product;
- •replacement;
- •refund of the affected Product;
- •proportionate price reduction;
- •Store Credit with the Customer’s agreement; or
- •another remedy required by law.
Where a return is required, the Customer must follow the Return Authorization instructions supplied by the Company.
Reasonable approved return and replacement costs resulting from confirmed Company error will be borne by the Company to the extent required by law or expressly approved.
9.5 Packaging and presentation variations
A Product will not be treated as incorrect solely because a manufacturer or authorized supplier changed:
- •the external box;
- •packaging color;
- •artwork;
- •logo;
- •font;
- •label layout;
- •cap;
- •insert;
- •included accessory appearance;
- •regional language;
- •security design; or
- •another non-material presentation feature,
provided that the Product remains authentic and materially consistent with the Product ordered.
9.6 Customer ordering responsibility
Before payment, the Customer is responsible for reviewing:
- •Product name;
- •variation;
- •strength;
- •pack size;
- •quantity;
- •price;
- •professional-use status;
- •storage requirements;
- •intended use; and
- •Product-specific restrictions.
9.7 Customer ordering error
Where the Customer orders the wrong Product, strength, pack size, variation, or quantity, the matter is not treated as a Company fulfillment error.
The Order may be corrected or cancelled only before Dispatch and only where operationally possible.
After Dispatch, any possible return will be assessed under the voluntary-return, statutory-withdrawal, non-returnable-Product, and Return Authorization provisions of this Policy.
10. Missing Products and Quantity Discrepancies
10.1 Reporting deadline
A Claim concerning a missing paid Product or quantity discrepancy must be submitted within fourteen calendar days after Delivery.
This commercial reporting period facilitates prompt verification and does not remove a longer mandatory legal right where applicable.
10.2 Inspection before reporting
Before reporting a Product as missing, the Customer must thoroughly inspect:
- •the shipping carton;
- •internal boxes;
- •bubble wrap;
- •insulation;
- •protective pouches;
- •envelopes;
- •cooling materials;
- •folded packaging; and
- •all other packaging materials.
Small items, including saline, disposables, accessories, samples, and complimentary Products, may be placed inside protective packaging to prevent movement or damage.
10.3 Evidence required
The Customer should provide:
- •the Order number;
- •identification and quantity of each allegedly missing paid Product;
- •photographs of all Products received;
- •photographs of the parcel and shipping label;
- •photographs of all internal packaging;
- •written confirmation that all packaging was inspected; and
- •a continuous unboxing video where reasonably available.
10.4 Investigation
The Company may compare the Claim against:
- •packing videos;
- •packing lists;
- •Product scans;
- •inventory records;
- •parcel-weight records;
- •fulfillment records;
- •shipping documentation; and
- •other relevant evidence.
10.5 Confirmed missing paid Product
Where the evidence confirms that a paid Product was omitted through Company error, the remedy may include:
- •shipment of the missing Product;
- •replacement;
- •refund of the affected Product;
- •proportionate price reduction;
- •Store Credit with the Customer’s agreement; or
- •another remedy required by law.
10.6 Complimentary and promotional Products
Unless mandatory law or express promotional terms provide otherwise, complimentary gifts, free samples, free saline, bonus items, and other promotional Products for which no separate price was paid:
- •have no independent refundable cash value;
- •do not qualify for a separate cash refund if omitted; and
- •may be replaced only at the Company’s discretion.
Where a complimentary Product was expressly advertised as an essential component of the transaction, the Company will assess the matter under the applicable promotional terms and mandatory law.
11. Products Damaged Before or During Delivery
11.1 Reporting deadline
A Product that appears damaged upon Delivery must be reported within fourteen calendar days after Delivery.
The Customer should report obvious damage as soon as reasonably possible after discovery.
This commercial reporting period does not remove a longer mandatory statutory right.
11.2 Evidence required
The Customer should provide:
- •the Order number;
- •photographs of every side of the external parcel;
- •photographs showing dents, crushing, punctures, tears, leakage, water exposure, or tampering;
- •photographs of the shipping label;
- •photographs of all internal packaging;
- •photographs or video of the damaged Product;
- •photographs of Product seals;
- •photographs of the Product label, batch number, and expiry date;
- •a continuous unboxing video where reasonably available; and
- •a written description of the condition in which the parcel and Product were received.
11.3 Preservation of evidence
The Customer must retain:
- •the affected Product;
- •the Product box;
- •external packaging;
- •internal packaging;
- •shipping label;
- •seals; and
- •other relevant materials
until the Claim has been concluded or the Company confirms in writing that they may be discarded.
11.4 Do not use a potentially damaged Product
A Product suspected of being damaged, compromised, contaminated, tampered with, leaking, broken, unsealed, or unsafe must not be:
- •opened further;
- •used;
- •administered;
- •mixed;
- •diluted;
- •reconstituted;
- •resold;
- •transferred; or
- •distributed.
Use after the Customer became aware, or reasonably should have become aware, of possible damage may compromise safety, prevent reliable investigation, and affect the available remedy, except where mandatory law provides otherwise.
11.5 Investigation
The Claim may be reviewed with:
- •the fulfillment facility;
- •carrier;
- •manufacturer;
- •authorized supplier;
- •quality-control personnel;
- •insurer; or
- •another relevant party.
11.6 Cosmetic packaging damage
Minor cosmetic damage affecting only the external parcel or secondary Product box does not necessarily establish that the Product itself is damaged, defective, unsafe, or unusable.
The assessment may consider:
- •integrity of the primary Product container;
- •seal integrity;
- •leakage;
- •cracks;
- •breakage;
- •sterility;
- •authenticity;
- •manufacturer guidance;
- •stability information; and
- •intended use.
11.7 Resolution
Where the Company confirms that a Product was damaged before or during transportation, the remedy may include:
- •replacement;
- •refund of the affected Product;
- •partial refund;
- •proportionate price reduction;
- •Store Credit with the Customer’s agreement; or
- •another remedy required by law.
Where return of the Product is required, reasonable approved return costs will be borne by the Company to the extent required by law or expressly approved.
12. Defective or Non-Conforming Products
12.1 Potential defect or non-conformity
A Product may be potentially defective or non-conforming where it:
- •contains a verified manufacturing defect;
- •materially differs from its contractual description;
- •lacks an expressly advertised material characteristic;
- •does not meet an expressly agreed specification;
- •has compromised primary packaging affecting Product integrity;
- •has a verified authenticity concern;
- •is subject to a confirmed manufacturer defect; or
- •otherwise fails to satisfy applicable legal conformity requirements.
12.2 Reporting
The Customer should notify BrunoDermalFiller promptly after discovering a suspected defect or lack of conformity.
Where the issue could not reasonably have been identified during the initial inspection period, it should be reported as soon as reasonably practicable after discovery.
The fourteen-day period applicable to visible damage does not eliminate a valid Claim relating to a latent defect or non-conformity.
Unless separate written terms or mandatory law provide otherwise, a Business Customer must report:
- •an apparent defect within fourteen calendar days after Delivery; and
- •a latent defect within fourteen calendar days after discovery.
12.3 Information required
Depending on the Claim, the Company may request:
- •photographs;
- •video;
- •Product name and strength;
- •batch or lot number;
- •serial number, where applicable;
- •expiry date;
- •Product labels;
- •proof of purchase;
- •storage information;
- •temperature information;
- •preparation information;
- •usage information relevant to the investigation;
- •professional qualification information where relevant;
- •original packaging;
- •unused Product samples; and
- •the affected Product itself.
12.4 Product preservation and quarantine
A Product suspected of being defective or non-conforming must be retained and, where appropriate, quarantined pending further instructions.
It must not be used, administered, altered, transferred, resold, returned, or discarded unless:
- •the Company authorizes the action in writing; or
- •immediate action is reasonably required for safety or legal compliance.
12.5 Manufacturer or technical assessment
The Company may refer the suspected issue to:
- •the manufacturer;
- •an authorized supplier;
- •quality-control personnel;
- •a technical expert;
- •an independent laboratory where appropriate;
- •a regulator; or
- •another qualified party.
12.6 Product performance does not automatically establish a defect
A Product is not automatically defective merely because:
- •the Customer or end user did not obtain the expected treatment result;
- •results varied between patients;
- •the effect was weaker, stronger, shorter, or otherwise different than anticipated;
- •the Product was incorrectly selected;
- •the Product was improperly stored after Delivery;
- •preparation, dilution, or reconstitution was incorrect;
- •administration technique was unsuitable;
- •the Product was combined with another Product or substance;
- •manufacturer information was not followed;
- •the Customer lacked suitable training, licensing, authorization, or experience;
- •the Product was used after expiry;
- •the Product was used after damage or compromise was suspected; or
- •the outcome resulted from a matter unrelated to Product conformity.
Nothing in this section excuses a genuine defect or limits a non-waivable statutory right.
12.7 Resolution
Where a defect or lack of conformity is confirmed, the Company will provide the remedy required by applicable law.
Depending on the circumstances, the remedy may include:
- •repair, where appropriate;
- •replacement;
- •proportionate price reduction;
- •refund;
- •Store Credit with the Customer’s agreement; or
- •another legally appropriate remedy.
The remedy will ordinarily apply only to the affected Product unless the issue materially affects the Order as a whole or applicable law requires a broader remedy.
12.8 Statutory legal guarantee
Where applicable law provides a statutory legal guarantee for Products that were non-conforming when Delivered, that guarantee remains fully applicable.
Commercial reporting periods in this Policy are intended primarily to facilitate prompt investigation of visible packing, shipping, and Product concerns. They do not eliminate a valid statutory Claim relating to a latent defect or lack of conformity submitted within the legally applicable period.
For qualifying EU purchases, the legal guarantee is generally at least two years, although national law may provide longer protection.
12.9 Remedy sequence
Where mandatory law prescribes a sequence or hierarchy of remedies, that sequence will apply.
Where legally permitted, repair or replacement may be offered before a price reduction or refund, provided the remedy is:
- •supplied without charge;
- •completed within a reasonable period;
- •proportionate;
- •legally and operationally possible; and
- •provided without significant inconvenience to the Consumer.
VOLUNTARY RETURNS, STATUTORY WITHDRAWAL RIGHTS & RETURN CONDITIONS
13. Buyer's Remorse and Voluntary Returns
13.1 Voluntary Return Policy
In addition to any mandatory statutory rights available under applicable law, BrunoDermalFiller voluntarily offers Customers the opportunity to request the return of certain eligible Products due to buyer's remorse, a change of mind, or another reason unrelated to Product quality, conformity, or Company error.
Unless a longer period is required by applicable law or expressly agreed in writing, a request for a voluntary return must be submitted within thirty (30) calendar days after Delivery.
This voluntary return policy is a commercial benefit offered by the Company and operates independently of any statutory Consumer rights.
Submitting a return request does not automatically authorize the return of a Product.
A Product may only be returned after BrunoDermalFiller has issued a written Return Authorization.
13.2 Conditions for an Eligible Voluntary Return
Unless mandatory law provides otherwise, a Product will only qualify for a voluntary return where all of the following conditions are satisfied:
- •the return request is submitted within the applicable return period;
- •the Product remains unopened;
- •the Product remains unused;
- •the Product remains unaltered;
- •the Product remains uncontaminated;
- •the Product remains undamaged;
- •all original seals remain intact;
- •the Product remains in its original packaging;
- •the Product remains within its expiry period;
- •the Product remains suitable for resale;
- •Return Authorization has been issued; and
- •all return instructions provided by the Company are followed.
Failure to satisfy one or more of these conditions may result in rejection of the voluntary return or a reduced refund where permitted by applicable law.
13.3 Customer Responsibility During Return
Until the returned Product has been received, inspected, and accepted by BrunoDermalFiller, the Customer remains responsible for the Product.
The Customer should package returned Products appropriately to prevent:
- •impact damage;
- •leakage;
- •contamination;
- •crushing;
- •temperature exposure where applicable;
- •seal damage; or
- •other avoidable deterioration during transportation.
13.4 Return Shipping Costs
Unless:
- •the Company supplied the incorrect Product;
- •the Product is confirmed to be defective;
- •the Product was damaged before or during Delivery;
- •the Company expressly agrees otherwise in writing; or
- •applicable law provides otherwise,
the Customer is responsible for:
- •return shipping costs;
- •insurance where chosen;
- •export charges;
- •import charges;
- •customs charges;
- •carrier fees; and
- •any other costs associated with a voluntary return.
13.5 Inspection After Return
Receipt of a returned Product does not automatically constitute acceptance of the return.
Every returned Product will be inspected to verify:
- •Product identity;
- •authenticity;
- •seal integrity;
- •packaging condition;
- •expiry date;
- •batch number;
- •contamination;
- •storage condition;
- •evidence of use;
- •damage;
- •completeness; and
- •suitability for resale.
Refunds will normally be processed only after this inspection has been completed.
14. Statutory Consumer Withdrawal Rights
14.1 Preservation of Legal Rights
Nothing in this Policy removes, limits, or replaces any statutory Consumer withdrawal right available under applicable law.
Where mandatory legislation grants a Consumer the right to withdraw from a distance contract, that statutory right remains fully preserved.
14.2 Relationship With the Voluntary Return Policy
The voluntary thirty (30) day return policy described in Section 13 is a commercial benefit offered by BrunoDermalFiller.
It operates independently of statutory Consumer withdrawal rights and shall never be interpreted as reducing or replacing mandatory legal protections.
14.3 Exercising a Statutory Withdrawal Right
Where a Consumer wishes to exercise a statutory withdrawal right, the Consumer should notify BrunoDermalFiller by a clear written statement before the applicable statutory deadline expires.
For convenience, the Company may provide a Model Withdrawal Form.
Use of that form is optional unless otherwise required by applicable law.
14.4 Return Following Withdrawal
Where Products must be returned following valid withdrawal, the Consumer should:
- •comply with applicable legal requirements;
- •follow any reasonable return instructions issued by the Company;
- •package the Products appropriately; and
- •dispatch the Products within the applicable legal period.
14.5 Refund Following Withdrawal
Where a valid statutory withdrawal has been exercised, BrunoDermalFiller will reimburse the Customer in accordance with applicable law.
Where permitted by law, reimbursement may be withheld until:
- •the returned Products have been received; or
- •satisfactory evidence has been provided that the Products have been dispatched back to the Company,
whichever occurs first.
15. Non-Returnable Products
15.1 General Principle
Certain Products cannot reasonably be accepted for voluntary return because doing so would compromise:
- •health protection;
- •hygiene;
- •sterility;
- •Product integrity;
- •authenticity;
- •regulatory compliance;
- •patient safety; or
- •resale suitability.
Nothing in this section removes a Customer's right to an appropriate remedy where a Product is confirmed to be defective, incorrectly supplied, damaged before or during Delivery, or otherwise non-conforming.
15.2 Products Not Eligible for Voluntary Return
Unless mandatory law provides otherwise, the following Products are generally not eligible for voluntary return after Delivery:
- •opened Products;
- •used Products;
- •Products with broken seals;
- •sterile Products whose sterile barrier has been compromised;
- •Products showing evidence of use;
- •Products that have been diluted;
- •Products that have been reconstituted;
- •Products that have been mixed;
- •Products stored outside the manufacturer's recommended conditions after Delivery;
- •Products exposed to inappropriate temperatures after Delivery;
- •Products with altered labels;
- •Products with altered batch numbers;
- •customized Products;
- •specially manufactured Products;
- •specially sourced Products;
- •personalized Products;
- •Products no longer suitable for resale;
- •Products expressly identified before purchase as non-returnable.
15.3 Temperature-Sensitive Products
Some Products require controlled storage conditions throughout their usable life.
Once such Products have been Delivered, BrunoDermalFiller may no longer be able to verify whether they have been stored correctly.
Where Product integrity can no longer reasonably be verified, the Company may refuse a voluntary return.
This section does not affect any remedy available where the Product was defective or damaged before Delivery.
15.4 Professional-Use Products
Certain Products supplied by BrunoDermalFiller are intended for professional use only.
Because such Products may:
- •require controlled storage;
- •require sterility;
- •require traceability;
- •require regulatory compliance; or
- •present patient-safety considerations,
they may not qualify for voluntary return after Delivery unless another remedy is required by applicable law.
15.5 Unauthorized Returns
Products returned without prior written Return Authorization may:
- •be refused;
- •be returned to the sender;
- •be held pending Customer instructions;
- •incur additional handling costs;
- •incur additional shipping costs; or
- •not qualify for a refund.
16. Product Shelf Life and Expiration
16.1 Minimum Shelf Life
Unless otherwise agreed before purchase, a Product delivered with more than three (3) months of remaining shelf life will generally be considered acceptable.
This commercial standard does not replace:
- •any longer shelf-life commitment expressly agreed before purchase; or
- •any mandatory legal requirement.
16.2 Customer Responsibility Before Purchase
Where remaining shelf life is particularly important because the Customer intends to:
- •hold inventory;
- •purchase in bulk;
- •distribute Products;
- •resell Products; or
- •use Products significantly later,
the Customer should request confirmation of the remaining shelf life before placing the Order.
16.3 Expiration After Delivery
A refund, replacement, or return will not normally be approved solely because a Product expires after remaining in the Customer's possession for an extended period, provided that:
- •the Product satisfied the agreed shelf-life requirement upon Delivery;
- •no defect existed at Delivery; and
- •the Product was stored appropriately after Delivery.
16.4 Incorrect Expiry Information
If a Customer receives:
- •an expired Product;
- •a Product with less remaining shelf life than expressly agreed before purchase; or
- •incorrect expiry information,
the Customer should notify BrunoDermalFiller promptly and provide clear supporting evidence.
Where the issue is confirmed, the Company will provide an appropriate remedy in accordance with applicable law.
17. Return Authorization Procedure
17.1 Prior Authorization
Except where mandatory law provides otherwise, no Product should be returned without prior written Return Authorization issued by BrunoDermalFiller.
Return Authorization allows the Company to:
- •verify eligibility;
- •assign the correct return location;
- •preserve Product integrity;
- •reduce unnecessary costs;
- •improve processing efficiency; and
- •avoid delays.
17.2 Return Instructions
Where a return is approved, the Company will provide written instructions that may include:
- •return address;
- •authorization reference;
- •shipping instructions;
- •packaging requirements;
- •documentation requirements;
- •dispatch deadline;
- •carrier recommendations; and
- •other reasonable return conditions.
Unless otherwise stated in writing, an approved voluntary return should normally be dispatched by the Customer within fourteen (14) calendar days after Return Authorization is issued.
If the Product is not dispatched within that period, BrunoDermalFiller may require a new authorization before accepting the return.
17.3 Failure to Follow Instructions
Failure to comply with approved return instructions may:
- •delay processing;
- •prevent verification;
- •increase costs;
- •affect refund eligibility; or
- •result in rejection of the return,
except where mandatory law provides otherwise.
17.4 Inspection Upon Receipt
Upon arrival, every returned Product may be inspected to verify:
- •identity;
- •authenticity;
- •packaging condition;
- •seal integrity;
- •expiry date;
- •batch number;
- •evidence of use;
- •contamination;
- •damage;
- •completeness; and
- •compliance with the approved Return Authorization.
If the returned Product materially differs from the approved return authorization or no longer satisfies the applicable return conditions, BrunoDermalFiller may reject the return or adjust the available remedy to the extent permitted by applicable law.
REFUNDS, REPLACEMENTS, CLAIMS & FINAL PROVISIONS
18. Refund Eligibility
18.1 General Principle
Where BrunoDermalFiller determines that a Customer is entitled to a refund under this Policy or applicable law, the refund will ordinarily apply only to the affected Product or affected portion of the Order unless:
- •applicable law requires a broader remedy;
- •the Company determines that another remedy is more appropriate; or
- •the circumstances materially affect the entire Order.
Every refund request will be assessed individually, taking into account:
- •the nature of the Claim;
- •the evidence provided;
- •the Company's investigation;
- •any manufacturer findings;
- •applicable consumer protection legislation;
- •applicable commercial agreements; and
- •the specific facts of the case.
18.2 Circumstances That May Qualify for a Refund
Subject to this Policy and applicable law, a refund may be approved where:
- •the Company supplied the incorrect Product;
- •a paid Product was omitted from the Order;
- •a Product was confirmed to have been damaged before or during Delivery;
- •a Product is confirmed to be defective or non-conforming;
- •an approved cancellation occurred before Dispatch;
- •a valid statutory withdrawal right has been exercised;
- •an approved voluntary return satisfies all eligibility requirements;
- •the Company cannot reasonably provide an agreed replacement; or
- •another refund is required under applicable law.
18.3 Circumstances That Do Not Automatically Qualify
A refund will not automatically be available merely because:
- •the Customer changed their mind after using the Product;
- •the Customer ordered the wrong Product;
- •expected treatment or aesthetic results were not achieved;
- •the Product was improperly stored after Delivery;
- •the Product was used after expiry;
- •the Product was damaged after Delivery through Customer handling;
- •the Customer failed to follow the manufacturer's instructions;
- •the Product became unsuitable due to Customer actions; or
- •another lawful exclusion under this Policy applies.
19. Refund Calculation
19.1 Amount Refunded
Where a refund is approved, the refunded amount will normally consist of:
- •the purchase price of the affected Product;
- •refundable taxes where legally applicable; and
- •refundable shipping charges where required by law or expressly approved by the Company.
Unless mandatory law requires otherwise, refunds relating to one Product do not automatically extend to unaffected Products within the same Order.
19.2 Partial Refunds
Where only part of an Order is affected, BrunoDermalFiller may issue a partial refund corresponding to:
- •the affected Product;
- •the affected quantity; or
- •the diminished value of the affected Product.
Partial refunds may be appropriate where:
- •only one Product is defective;
- •only part of the shipment was damaged;
- •only one Product was missing;
- •only one Product was supplied incorrectly; or
- •another partial remedy adequately resolves the Claim.
19.3 Lawful Deductions
Where permitted by applicable law, the Company may reduce the refund amount to reflect:
- •diminished value resulting from handling beyond what is reasonably necessary;
- •missing components;
- •damaged packaging;
- •contamination;
- •evidence of use;
- •Customer-caused damage;
- •incomplete returns; or
- •another lawful deduction.
Any deduction will be proportionate to the actual reduction in value.
20. Refund Method and Processing
20.1 Original Payment Method
Refunds will ordinarily be issued using the Original Payment Method.
Where this is not reasonably possible, another lawful refund method may be used where:
- •both parties agree;
- •banking restrictions apply;
- •the original payment account is unavailable;
- •payment-provider limitations exist; or
- •applicable law requires another method.
20.2 Refund Processing Time
Once a refund has been approved, BrunoDermalFiller will normally initiate the refund within five (5) to ten (10) Business Days, unless a shorter period is required by applicable law.
Actual receipt of funds depends on:
- •banks;
- •card issuers;
- •payment providers;
- •international banking systems;
- •currency conversion; and
- •intermediary financial institutions.
The Company is not responsible for delays occurring after the refund has been successfully transmitted to the relevant financial institution.
20.3 Incorrect Banking Information
Customers are responsible for ensuring that all banking information provided for a refund is accurate and complete.
BrunoDermalFiller is not responsible for delays or failed payments resulting from incorrect banking information supplied by the Customer.
Where incorrect information prevents completion of a refund, the Company may request updated banking details before processing can continue.
21. Replacements and Reshipments
21.1 Replacement Instead of Refund
Where legally permissible and operationally appropriate, BrunoDermalFiller may offer a replacement instead of a refund.
Replacement may be appropriate where:
- •replacement stock is available;
- •replacement resolves the issue promptly;
- •the Customer agrees; or
- •applicable law permits replacement as the primary remedy.
21.2 Reshipment
Where the Company determines that reshipment is the appropriate remedy, the replacement shipment will be prepared using the Company's standard operational procedures applicable at that time.
Shipment of replacement Orders is governed by the Shipping Policy.
21.3 Availability
If replacement stock is unavailable, the Company may instead provide:
- •a refund;
- •Store Credit;
- •another Product agreed with the Customer; or
- •another legally appropriate remedy.
22. Exchanges
22.1 Exchange Requests
Where operationally feasible, BrunoDermalFiller may permit an eligible Product to be exchanged rather than refunded.
Exchange requests are subject to:
- •Product availability;
- •return eligibility;
- •inspection;
- •pricing differences;
- •regulatory requirements; and
- •written approval by the Company.
22.2 Price Adjustments
Where an exchanged Product has:
- •a higher price, the Customer may be required to pay the difference; or
- •a lower price, the Company may refund the difference or issue Store Credit where appropriate.
23. Store Credit
23.1 Issuing Store Credit
Where permitted by applicable law and agreed with the Customer, BrunoDermalFiller may issue Store Credit instead of a monetary refund.
23.2 Conditions of Use
Unless otherwise agreed in writing:
- •Store Credit may only be used for purchases made through BrunoDermalFiller;
- •Store Credit is non-transferable;
- •Store Credit cannot ordinarily be exchanged for cash;
- •Store Credit may be subject to an expiry period where permitted by applicable law; and
- •where an Order is paid partly using Store Credit and partly using another payment method, any refund will first be returned to the Store Credit balance to the extent of the original Store Credit used, unless mandatory law requires otherwise.
24. Duplicate Orders and Duplicate Payments
24.1 Duplicate Orders
Customers should notify BrunoDermalFiller immediately if duplicate Orders are placed unintentionally.
Where operationally possible before Dispatch, duplicate Orders may be cancelled and refunded.
24.2 Duplicate Payments
Where duplicate payments are received for the same Order, BrunoDermalFiller will investigate the transaction.
If a duplicate payment is confirmed, the excess payment will be refunded using the appropriate payment method unless another lawful arrangement is agreed.
CLAIM ADMINISTRATION
25. How to Submit a Claim
Claims should be submitted to:
Email: info@brunodermalfiller.com
Where applicable, the Customer should include:
- •Order number;
- •full name;
- •email address;
- •affected Product;
- •quantity;
- •description of the issue;
- •photographs;
- •videos;
- •unboxing video where reasonably available;
- •shipping label;
- •batch number;
- •expiry date; and
- •preferred resolution.
26. Claim Investigation
BrunoDermalFiller may investigate a Claim using:
- •warehouse records;
- •packing videos;
- •inventory records;
- •shipping documentation;
- •carrier information;
- •manufacturer information;
- •supplier information;
- •technical assessments;
- •quality-control records;
- •Customer correspondence;
- •photographs;
- •videos; and
- •other relevant evidence.
Where appropriate, the Company may consult manufacturers, logistics providers, insurers, laboratories, payment providers, or other qualified third parties.
27. Claim Review Period
BrunoDermalFiller aims to acknowledge or commence assessment of complete Claims within approximately five (5) to seven (7) Business Days.
Complex Claims involving manufacturers, carriers, laboratories, payment providers, regulators, customs authorities, or technical investigations may require additional time.
Where reasonably practicable, the Company will keep the Customer informed of significant developments during extended investigations.
The review period is a service target and does not constitute a contractual guarantee.
28. Authorized Decisions
Only an authorized BrunoDermalFiller representative may approve:
- •refunds;
- •replacements;
- •exchanges;
- •Store Credit;
- •Return Authorization;
- •cancellation confirmation; or
- •any other final remedy under this Policy.
A preliminary discussion, automated message, acknowledgment of receipt, or indication that a Claim is "under review" does not constitute approval.
29. Recovery of Duplicate Compensation
If, after a refund, replacement, reshipment, exchange, or Store Credit has been provided, it is subsequently determined that:
- •the original Product was recovered;
- •duplicate compensation occurred;
- •the Customer retained both the original Product and the replacement without authorization; or
- •another duplicate benefit was unintentionally received,
BrunoDermalFiller may request that the Customer:
- •return the recovered Product;
- •reimburse the duplicate benefit; or
- •cooperate in another reasonable solution,
to the extent permitted by applicable law.
Nothing in this section limits mandatory consumer rights or applies where the duplicate benefit resulted solely from the Company's unconditional decision.
FINAL PROVISIONS
30. Amendments to This Policy
BrunoDermalFiller reserves the right to amend this Policy from time to time to reflect:
- •changes in applicable law;
- •regulatory requirements;
- •operational procedures;
- •Products or services;
- •business practices; or
- •customer service processes.
Unless mandatory law provides otherwise, the version of this Policy published at the time the Order was placed will ordinarily govern that Order.
31. Contact Information
For questions regarding this Policy or to submit a Claim, please contact:
BrunoDermalFiller
Email: info@brunodermalfiller.com
Phone / WhatsApp: +370 670 19813
Website: https://brunodermalfiller.com
To help us process your request as quickly as possible, please include your Order number in all communications.
APPENDIX A — MODEL WITHDRAWAL FORM (CONSUMERS)
(Complete and return this form only if you wish to withdraw from an eligible Consumer distance contract.)
To:
STBRUNO GLOBAL TRADING – FZCO
[Insert Registered Business Address]
Email: info@brunodermalfiller.com
I/We hereby give notice that I/We withdraw from my/our contract for the purchase of the following Products:
- •Order Number:
- •Products:
- •Order Date:
- •Delivery Date:
- •Consumer Name:
- •Consumer Address:
- •Consumer Email:
- •Date:
- •Signature (only if submitted on paper):
