Terms & Conditions

Terms & Conditions 
Effective Date: July 10, 2026

1. General Information

Demodex Solutions Limited
1450 Chun Shing Factory Estate
85–89 Kwai Fuk Road
Kwai Chung, New Territories
Hong Kong

Email: [email protected]

By accessing or using this website, or by placing an order through www.demodexsolutions.com, you agree to be bound by these Terms & Conditions.
We reserve the right to update these Terms & Conditions from time to time. The latest version will always be published on this page together with its effective date.
If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
These Terms & Conditions, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and Demodex Solutions Limited regarding the use of this website and the purchase of products through it.


2. Prices

All prices displayed on our website are shown in United States Dollars (USD) unless otherwise stated.

We reserve the right to change prices, product availability, and product specifications at any time without prior notice. All orders are subject to product availability.

While we make every effort to ensure pricing accuracy, we reserve the right to correct any pricing errors that may occur.
 

3. Payment

Demodex Solutions accepts the following payment methods:

• Visa
• Mastercard
• PayPal
• Bank Transfer (where available)

All payments are processed securely through trusted payment providers.
Orders will be processed only after payment has been successfully authorized and received.
 

3.1 Order Acceptance

All orders are subject to acceptance and product availability. We reserve the right to refuse or cancel any order in the event of pricing errors, suspected fraud, payment issues, stock shortages, or any other reasonable circumstance. If payment has already been received, a full refund will be issued.

4. Order Processing & Shipping

We aim to process and dispatch all confirmed orders placed before 3:00 PM (local business time) on the same business day. Orders received after this time are typically processed on the following business day.

Orders are shipped Monday through Friday, excluding public holidays.

European Union

Orders within the European Union are generally shipped using GLS or PostNL.
Estimated delivery time: 1–3 business days, depending on the destination.

International Orders

Orders shipped outside the European Union are dispatched using one of our trusted shipping partners, depending on the destination country and the shipping service selected.

These carriers may include:

• Hongkong Post
• UPS
• DHL

Estimated delivery times vary depending on the destination country, customs procedures, and the shipping method selected at checkout.

Delivery times are estimates only and may be affected by customs inspections, carrier delays, weather conditions, public holidays, or other circumstances beyond our reasonable control. Demodex Solutions cannot be held responsible for delays caused by third-party carriers or customs authorities.

Should you experience any issues with your shipment, please contact our Customer Support team at [email protected] or via Messenger. We will be happy to assist you.
 

5. Customs Duties & Import Taxes

Orders shipped outside the European Union may be subject to customs duties, import taxes, VAT, brokerage fees, or other local charges imposed by the destination country.

Unless otherwise agreed in writing by Demodex Solutions Limited, all applicable customs duties, import taxes, tariffs, and related fees are the sole responsibility of the customer.

Demodex Solutions has no control over these charges and cannot predict their amount, as they vary between countries.

If you have any questions regarding import duties or international shipping, please contact us before placing your order at: [email protected]


6. Returns & Right of Withdrawal

If you purchase products through our webshop as a consumer, you have the right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period begins on the day you, or a third party designated by you (other than the carrier), receive your order.

To exercise your right of withdrawal, you must notify us within the 14-day withdrawal period by sending an email to [email protected] clearly stating that you wish to cancel your purchase.

Once your withdrawal request has been received, we will provide you with instructions for returning your order.

Please note that simply refusing delivery or returning the goods without notifying us does not constitute a valid withdrawal.
 

7. Returning Your Order

After notifying us of your decision to withdraw, you must return the goods without undue delay and no later than 14 days from the date you informed us of your decision.

Unless otherwise agreed, the customer is responsible for the direct cost of returning the goods.

When returning an order, please ensure that:

• The products are securely packaged to prevent damage during transit.
• A copy of your order confirmation or your order number is included with the return shipment.
• The package is shipped using a traceable shipping service whenever possible.

The customer remains responsible for the goods until they have been safely received by Demodex Solutions.

For security reasons, we are unable to accept returns sent by Cash on Delivery (COD).

If you have any questions regarding a return, please contact us at [email protected], and our Customer Support team will be happy to assist you.
 

8. Non-Returnable Items

For health protection and hygiene reasons, certain products cannot be returned once they have been opened or used.

The right of withdrawal does not apply to:

• Sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been broken after delivery.
• Products that have been opened, used, or have had their protective seal removed.
• Products that have been damaged due to improper handling after delivery.

If you receive a product that is damaged, defective, or incorrect, please contact us immediately at [email protected] so that we can resolve the issue as quickly as possible.

This policy does not affect your statutory consumer rights regarding faulty, damaged, or incorrectly supplied goods.
 

9. Refund Policy

If you exercise your right of withdrawal in accordance with these Terms & Conditions, you will receive a refund of the purchase price, including the original standard shipping costs where required by applicable law.

Refunds will be processed using the same payment method used for the original purchase, unless otherwise agreed.

Once we have received and inspected the returned goods, any approved refund will be issued within 14 days. We may withhold the refund until the returned goods have been received or until you provide proof that the goods have been returned, whichever occurs first.

Please note that returned products must comply with our Returns & Right of Withdrawal and Non-Returnable Items policies. Refunds may be reduced if the returned goods have been used beyond what is necessary to establish their nature, characteristics, and functionality.

If you have any questions regarding refunds or the status of your return, please contact us at [email protected].
 

10. Damaged or Incorrect Orders

We take great care in packing every order. However, if you receive a product that is damaged during transit, defective, or different from the item you ordered, please contact us as soon as possible at [email protected].

To help us resolve your request quickly, please include:

• Your order number.
• A brief description of the issue.
• Clear photographs of the product, its packaging, and any visible damage (where applicable).

Once we have reviewed your claim, we will work with you to provide an appropriate solution, which may include a replacement, refund, or another suitable resolution, depending on the circumstances.

Nothing in these Terms & Conditions affects your statutory consumer rights regarding faulty, damaged, or incorrectly supplied goods.

11. Complaints & Warranty

At Demodex Solutions, we are committed to providing high-quality products and excellent customer service.

If you believe that a product you have received is defective, damaged, or does not conform to your order, please contact us as soon as possible at [email protected]. To help us investigate your claim, please include your order number, a description of the issue, and photographs where applicable.

We will review your complaint promptly and work with you to reach a fair and appropriate resolution in accordance with applicable consumer protection laws.

Our products are intended for cosmetic use and are manufactured to high quality standards. However, because individual skin types, sensitivities, and results may vary, we cannot guarantee specific outcomes or results from the use of our products.

Due to individual differences in skin type, lifestyle, medical history, and product use, results may vary from person to person. Testimonials and customer reviews reflect individual experiences and should not be interpreted as guaranteed results.

Our products are not intended to diagnose, treat, cure, or prevent any disease and should be used only as directed. If you have concerns about a medical condition, please consult a qualified healthcare professional.

This limited warranty does not cover:

• Normal variations in individual skin response or cosmetic results.
• Damage caused by misuse, improper storage, accidental damage, or use contrary to the product instructions.
• Products that have been altered or used in a manner not intended by the manufacturer.

Nothing in these Terms & Conditions limits or excludes your statutory rights as a consumer under applicable law.
 

12. Force Majeure

Demodex Solutions shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events beyond its reasonable control, including but not limited to natural disasters, pandemics, war, civil unrest, strikes, transportation disruptions, government actions, customs delays, or failures of third-party service providers.
 

13. Governing Law
These Terms & Conditions are intended to comply with applicable consumer protection laws. Where mandatory local consumer protection laws provide greater rights than those described here, those rights shall prevail.
These Terms & Conditions shall be governed by and interpreted in accordance with the laws of the Hong Kong Special Administrative Region. Nothing in these Terms & Conditions limits any mandatory consumer protection rights that may apply under the laws of the customer's country of residence.
 

14. Intellectual Property

All content on this website, including text, images, graphics, logos, trademarks, product names, and other materials, is the property of Demodex Solutions Limited or its licensors and may not be copied, reproduced, modified, distributed, published, transmitted, displayed, or otherwise used without the prior written permission of Demodex Solutions Limited.

15. Contact Information

If you have any questions regarding these Terms & Conditions, your order, or our products, please contact us:

Demodex Solutions Limited

1450 Chun Shing Factory Estate
85–89 Kwai Fuk Road
Kwai Chung
New Territories
Hong Kong

General Enquiries
[email protected]

Orders & Returns
[email protected]