Refund policy

Last updated: 24 August 2026.

Requesting a return

To request a return, write to mpbysandrine@hotmail.com stating your order number, the product concerned and the reason for your request. Once the return has been agreed, or once the right of withdrawal has been validly exercised, send the parcel to:

SHOPDERMOPRO – MPSN
7 Rue Cauzit
34000 Montpellier
France

Items sent to another address, or without any means of identifying the order, may delay processing. Use a tracked shipment and keep your proof of dispatch.

Consumers' right of withdrawal

If you buy as a consumer, you have fourteen days from receipt of the goods to notify us of your decision to withdraw, without giving a reason. You must then return the product no later than fourteen days after that notification. A clear statement sent by email is sufficient; the model form is included in our general terms and conditions of sale.

The direct cost of returning the goods is payable by you, unless the product is defective or non-conforming, or we made an error in preparing your order. You are liable only for any diminished value of the product resulting from handling beyond what is necessary to check its nature and characteristics.

Exceptions

The right of withdrawal does not apply in particular to personalised products or to sealed products that cannot be returned for reasons of health protection or hygiene where the seal has been broken after delivery. This may concern certain pigments, cosmetic products or sterile consumables once opened or unsealed. An item bought on sale or with a promotion keeps the statutory right of withdrawal where no statutory exception applies. Gift cards are not refundable, unless the law requires otherwise.

The statutory right of withdrawal does not apply to purchases made for professional purposes. Please contact us nonetheless: any possible commercial solution will be considered case by case before the return.

Damaged, defective or incorrect product

Inspect your order as soon as you receive it. In the event of damage, a defect, a missing item or a product received by mistake, contact us promptly at mpbysandrine@hotmail.com with your order number and photographs. Where the problem is attributable to us, we take care of the appropriate solution and the necessary return costs.

Exchanges

An exchange must be authorised before dispatch. Depending on stock and the situation, we may offer a direct replacement or a refund of the returned product so that you can place a new order.

Refunds

After we receive and check the return, we inform you of our decision. For a valid withdrawal, the refund is made no later than fourteen days after your notification, but may be deferred until the goods have been recovered or proof of dispatch has been received. It is made using the original means of payment, unless expressly agreed otherwise. The initial standard delivery costs of the goods concerned are refunded; supplements for a more expensive delivery method chosen by the customer are not.

The time it takes for the refund to appear in your account then depends on your bank or payment provider. For any question: mpbysandrine@hotmail.com or +33 7 84 28 22 69.