Source Derma Ltd aims to provide a professional and reliable service across all orders, deliveries and customer interactions.

Customers wishing to raise a complaint should contact Source Derma Ltd via the contact methods provided on our website and provide:
• Order number
• Clear description of the issue
• Supporting evidence where applicable, including photographs, delivery information or batch details

Complaints relating to damaged, faulty or incorrect items must be reported within 48 hours of delivery.

Failure to provide sufficient information or evidence may affect the ability of Source Derma Ltd to investigate or resolve the matter.

Submission of a complaint does not constitute acceptance of liability, fault, refund entitlement or admission of responsibility by Source Derma Ltd.

All complaints are reviewed based on the information available, operational records, supplier information, courier data and applicable policies in force at the time of the order.

Source Derma Ltd reserves the right, at its sole discretion, to:
• Refuse complaints lacking sufficient evidence
• Decline claims submitted outside required reporting timeframes
• Request additional information or verification
• Offer replacement products, refunds, partial refunds, credit notes or alternative resolutions where appropriate

Any resolution offered remains entirely at the discretion of Source Derma Ltd and in accordance with applicable consumer rights and company policies.