Return & Exchanges

Return & Exchange Policy | Firmlyflow®

Last Updated: October 23, 2025

At Firmlyflow®, we take pride in the quality of our skincare solutions. We want you to feel confident in every purchase, but we understand that sometimes a product may not be the right fit. If you aren't completely satisfied, our dedicated team is here to assist you.

1. Eligibility for Returns & Exchanges

To ensure the integrity and hygiene of our products, we adhere to the following criteria:

  • The Window: You have 30 days from the date of delivery to initiate a return or exchange.

  • Condition: Items must be unused, unopened, and in their original packaging with all protective seals intact. We cannot accept returns for products that have been opened or used.

  • Verification: A valid order number or proof of purchase is required for all requests.

2. Non-Returnable Items

For health and safety reasons, the following are ineligible for return:

  • Opened or tampered-with skincare products (unless defective upon arrival).

  • Gift cards.

  • Items damaged or showing signs of use not caused by our error.

3. How to Start the Process

  • Request: Email support@dermacalm.com within the 30-day window. Include your order number and the reason for the return.

  • Authorization: We will issue a Return Authorization (RA) number and shipping instructions. Please note: Returns without an RA number may be delayed or refused.

  • Ship: Securely package the item and send it to the provided address. We recommend using a trackable shipping service, as we are not responsible for items lost during transit to our warehouse.

4. Shipping Costs

  • Change of Mind: The customer is responsible for the return shipping costs.

  • Our Error (Defective/Incorrect): If you receive a damaged or wrong item, contact us within 7 days. We will provide a prepaid shipping label and cover all costs for a replacement or refund.

5. Refunds & Processing

  • Inspection: Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Payout: Approved refunds are processed back to the original payment method within 5–10 business days.

  • Deductions: Please note that original shipping fees are non-refundable for "change of mind" returns.

6. Exchanges

To get your replacement faster, we utilize a Return & re-order system:

  • Return your original item for a refund.

  • Place a new order for the desired product on https://firmlyflow.com/ immediately.

7. Gift Returns

If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the value of the return.

Otherwise, the refund will be issued to the original purchaser's payment method.

8. Contact Our Support Team

Have a question? We’re here to help you achieve your best skin.

Firmlyflow Customer Support
Email: support@dermacalm.com
Hours: 9:00 AM – 5:00 PM EST, Monday – Friday

Legal: By using https://firmlyflow.com/, you agree to the terms outlined in this Return & Exchange Policy and our Terms of Use.