Question 1

Who is eligible to purchase dermal fillers and other aesthetic medical devices from you?

Accepted Answer

We serve only the professional B2B segment: licensed physicians such as dermatologists, plastic surgeons and aesthetic doctors, clinics and medical aesthetic centers, cosmetologists with confirmed medical education where permitted by law, as well as authorized buyers and distributors acting on behalf of clinics. During account registration we may request a copy of a medical license or clinic registration documents, proof of qualifications such as diplomas or certificates, and invoicing data including legal entity name and VAT number. This helps ensure regulatory compliance and the use of products by trained professionals in controlled conditions.

Question 2

Are these original products, and how do you confirm authenticity?

Accepted Answer

We supply only original products sourced from official distributors or directly from manufacturers. Each unit comes in factory packaging with security elements such as holograms, unique codes or branded seals. The packaging shows lot or batch number, expiry date, manufacturer and country of origin. Upon request we can provide serial numbers and lot information for the clinic's internal records. We keep and can provide copies of certificates of conformity, declarations and MDR or CE documents when required. We purchase goods only through verified channels that are audited and operate under quality standards such as ISO used by medical device manufacturers.

Question 3

Do your products comply with regulatory requirements such as EU MDR?

Accepted Answer

The dermal fillers, skin boosters and other aesthetic medical devices in our catalog are supplied with CE marking and MDR compliance for the EU market. This includes registration under EU MDR, including Annex XVI for aesthetic devices where applicable, availability of the manufacturer's technical documentation, clinical evaluation and post market surveillance, as well as product data submission to EUDAMED as the relevant functionality is implemented. The clinic remains responsible for complying with national rules on use, including who may administer the products and which licenses or protocols are required.

Question 4

How are dermal fillers stored and shipped?

Accepted Answer

Fillers are sensitive medical devices and must be stored according to the manufacturer's instructions, typically at 2 to 25 degrees Celsius or 2 to 30 degrees Celsius depending on the product, protected from direct sunlight and freezing, and kept in original packaging until use. For shipping we use multilayer protective packaging to prevent mechanical damage. When necessary we use thermal boxes and cooling elements, especially during warm seasons or for longer routes, and we select logistics options with minimal delays to reduce time outside controlled storage.

Question 5

What is the minimum remaining shelf life at the time of delivery?

Accepted Answer

Our standard minimum remaining shelf life is at least 12 months at the time of dispatch. For fast moving products it is usually longer because stock rotates quickly. If discounted, rare or niche products have a shorter shelf life, this is clearly communicated before the order is confirmed.

Question 6

Which filler brands and product types do you work with?

Accepted Answer

Our assortment typically includes hyaluronic acid fillers with different densities and cross linking levels for lips, superficial wrinkles, nasolabial folds, cheek area, chin and facial contouring, biostimulators based on CaHA, PLLA and polynucleotides for remodeling and skin quality improvement, as well as skin boosters and softer HA products for hydration, density and texture improvement. We may also offer additional aesthetic medical devices such as mesotherapy products, PRP kits, cannulas, needles and post procedure care products. The exact list of brands depends on the market, agreements with manufacturers and regulatory restrictions, and the current assortment is available in the online catalog.

Question 7

Can you help us choose a product line for our clinic and patient profile?

Accepted Answer

Yes. We clarify the clinic format, whether it is a boutique clinic, a large medical center or a network of offices, the average treatment price level, patient expectations such as natural or more pronounced results and age profile, and which procedures are already offered, for example botulinum toxin, device based treatments, peels or mesotherapy. Based on this, we can suggest a starter portfolio with fillers by treatment area, two or three biostimulators or skin boosters for different age groups, as well as the necessary consumables and post procedure care products.

Question 8

Is there a minimum order quantity for clinics?

Accepted Answer

Yes. The basic MOQ starts from several syringes or boxes depending on the brand and product type. For new clients we may offer a mixed starter order with one or two units of different items for assortment testing. For larger or multi location clinics we can discuss individual MOQ terms aligned with your purchasing schedule.

Question 9

Do you offer wholesale discounts and individual price lists?

Accepted Answer

Yes. For B2B customers we use a multi level pricing structure that includes a base price for small wholesale volumes, discounts at certain monthly or quarterly purchase thresholds, and individual conditions for clinic networks, training centers and distributors, including fixed price lists, bonuses and marketing support. After clinic registration and a basic volume assessment we can offer a personalized price list and cooperation terms.

Question 10

Which countries do you ship to and which carriers do you use?

Accepted Answer

We use international and local courier services for fast and trackable deliveries. Within the EU, delivery usually takes one to five business days and is handled through DHL, DPD, UPS or similar partners. Deliveries to other countries may be possible where local law permits the import of the relevant medical devices. For clinics outside the EU, we recommend checking local import and usage requirements in advance to avoid customs delays and regulatory risks.

Question 11

How long does delivery take?

Accepted Answer

For most EU countries, delivery times are typically one to three business days for express shipments and three to five business days for standard shipping. Outside the EU, delivery may take longer due to customs clearance. The exact timeline is shown during checkout, and after dispatch we provide a tracking number for online shipment monitoring.

Question 12

What should we do if the shipment is damaged or if there are discrepancies in quantity or batch numbers?

Accepted Answer

When receiving the order, we recommend checking the integrity of the outer and inner packaging and verifying the number of items and batch numbers against the invoice and packing list. If there is damage or a shortage, please take photos and, if possible, note the issue in the courier report. Then contact our support team within the period specified in the agreement and provide the evidence. We will propose a replacement, a supplementary shipment of missing items or another solution according to our claims policy.

Question 13

Which payment methods do you accept?

Accepted Answer

Available payment methods include bank transfer against invoice, including SEPA payments within the EU and international bank transfers for other countries, as well as payment by bank card through a secure payment gateway. For regular customers, deferred payment or a credit limit may be available after review of payment history. All payments are linked to the order number, which simplifies accounting.

Question 14

Which documents will we receive with the order?

Accepted Answer

The standard documentation package includes an invoice with the full list of goods, quantities, prices, taxes and clinic details, as well as a packing list with shipment details by box or pallet. We recommend that clinics maintain their own inventory records for medical devices by batch and expiry date, and our documentation helps streamline that process.

Question 15

Are you responsible for the clinical use of the products in our clinic?

Accepted Answer

Our responsibility as a supplier is to ensure the quality and authenticity of the supplied medical devices within the scope of the contract. Clinical responsibility includes product selection for the patient, injection technique and depth, informed consent, medical documentation, complication management and post procedure follow up. This responsibility lies with the licensed medical professional and the clinic's medical management in accordance with national laws and professional standards.

Question 16

Do you help with regulatory documentation and audits?

Accepted Answer

Yes. We can provide documentation related to the supplied products, including invoices, packing lists and batch data, and upon request copies of certificates, declarations, specifications and proof of product origin for internal audits or inspections. This is useful for internal quality checks, preparation for external audits and inspections, and confirmation of the lawful origin of medical devices. Full compliance of the clinic with regulatory requirements, including licenses, protocols, vigilance and staff training, remains the clinic's responsibility.

Question 17

Can dermal fillers be returned or exchanged?

Accepted Answer

Due to the nature of medical devices and safety requirements, a standard free return policy is not possible. Returns or exchanges are generally allowed only in the event of clear transport damage, packing errors on our side or a documented manufacturing defect. It is important to document the issue with photos, video, courier report or written description and contact us promptly within the time limits set out in the agreement. We will review the case and offer replacement, supplementary shipment or another solution according to our claims policy.

Question 18

Do you provide training, protocols or marketing support for clinics?

Accepted Answer

For selected brands, extended support may be available, including training materials from manufacturers such as usage guides and typical injection schemes, patient information materials such as brochures, posters and social media content, and recommendations on service pricing and positioning based on the selected products. Availability depends on the brand and partnership terms. Upon request, we can also discuss joint educational activities or online support.

Question 19

How can we contact support and how fast do you respond?

Accepted Answer

You can contact us by email for orders, claims and documents, by phone or messaging apps for urgent matters, and through the contact form on the website. During business hours we aim to respond within 24 hours. Key B2B clients may have access to a personal manager and a priority communication line for urgent questions regarding availability, logistics and documentation.

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Dermaheal HSR

Dermaheal HSR

Dermaheal HSR

Dermaheal HSR

Dermaheal HSR

Dermaheal HSR

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