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Delivery & Returns
Changes and Cancellations
Once an order has been placed, we begin processing it as quickly as possible. For this reason, we may not always be able to make changes after your order has been submitted.
If you would like to purchase additional products, please place a separate order. You can also contact us and we will always do our best to help where possible.
If you need to:
- change your delivery address;
- remove an item from your order; or
- cancel your order,
please contact us as soon as possible by calling +353 94 962 0009 between 9am and 7pm, Monday to Saturday, or through our contact page.
Please have your order number and order date ready. We cannot guarantee that changes or cancellations will be possible once an order has been processed or dispatched.
If your order has already been dispatched or delivered, you will need to follow the returns procedure below.
Returns Policy
We want you to be completely satisfied with your order. If you experience a problem with your purchase, please contact us and we will do our best to resolve it.
Change-of-Mind Returns
Customers may return eligible products within 28 days of receiving their order, provided that the products:
- have not been used;
- are unopened and in their original condition;
- include all original packaging, seals and accessories; and
- are suitable for resale.
To exercise your statutory right to cancel an online purchase, you must notify us within 14 days of receiving your order. You then have a further 14 days to return the goods.
Unless the product is faulty, damaged or supplied incorrectly, the customer is responsible for the cost of returning it.
Where a statutory cancellation right applies, we will refund the price paid for the returned products together with the cost of standard delivery. If you selected a more expensive delivery option, only the standard delivery cost will be refunded.
Certain sealed products cannot be returned after they have been opened for health, hygiene or safety reasons, unless they are faulty.
Inspecting Your Products
You are entitled to inspect your products in the same way that you would in a shop. While deciding whether to keep your purchase, you have a responsibility to take reasonable care of the product and its packaging.
If a product has been handled beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect any loss in value.
Please package returned products carefully. We may reduce the refund if an item is damaged during return because it was not packaged securely.
Faulty or Damaged Products
If a product is faulty, damaged or not as described, please contact us as soon as possible.
Where a fault is reported within 30 days of receiving the product, you may be entitled to return it for a full refund. You may choose a repair or replacement instead, where appropriate.
Where a fault develops after 30 days, you may initially be entitled to a repair or replacement. A refund or price reduction may be available where the fault is serious or cannot be resolved within a reasonable period.
Your statutory rights in relation to faulty goods are not affected by this policy.
Incorrect Products
In the unlikely event that you receive an incorrect product, please contact us before returning it. We will arrange the return of the incorrect product at no cost to you and will provide a replacement or refund, as appropriate.
Dermalogica 100% Money-Back Guarantee
If you wish to return an unopened Dermalogica retail product within 30 days of purchase, we will accept the return and refund the full price paid for the product, provided that the product remains within its use-by date, where applicable.
If you experience an adverse skin reaction to a Dermalogica retail product, please discontinue use and contact us with details of the reaction. We may request photographs showing the reaction. Once the return has been accepted and the product received, we will refund the full price paid for the product.
This guarantee applies to Dermalogica retail products purchased directly from Tully’s Pharmacy and is provided in addition to your statutory consumer rights.
Sale and Clearance Products
Products purchased online during a sale have the same statutory consumer rights as full-price products.
Any additional change-of-mind return period offered by Tully’s Pharmacy may exclude products specifically marked as clearance or end-of-line once the statutory cancellation period has passed. This does not affect your rights where a product is faulty, damaged or not as described.
Promotional Discounts
Where a promotional discount was applied to an order, the discount is allocated across the eligible products in the basket. If an item is returned, the amount refunded will be the discounted price actually paid for that item.
Orders Returned by the Courier
If an order is returned to us because it was not collected, delivery was refused or an incomplete or incorrect address was supplied, we will contact you once the parcel has been received.
The product cost will be refunded, but the original delivery charge may not be refundable. Any additional costs of returning the parcel may also be deducted where permitted by law. If you still require the products, you will need to place a new order.
Refunds
Approved refunds will be issued to the original payment method. We may wait until we receive the returned products, or proof that they have been sent, before processing the refund.
Please allow additional time for your bank or payment provider to place the funds back into your account.
Contact Us
If you have questions about a delivery, return or healthcare product, please contact us through our contact page or call +353 94 962 0009.
Our pharmacist, Nial, is also available to assist with healthcare-related queries.