refunds and returns
We want you to be satisfied with your purchase. Please read the following policy carefully before requesting a return. We are unable to issue refunds in case of change of mind or customer remorse after the items were already shipped, product does not suit your needs, preferences, or health conditions (please review all product information carefully before purchasing), and/or requests submitted more than 14 days after receiving your order
Return Period
Return requests must be submitted within 14 days of receiving your order. If more than 14 days have passed since you received your order, we are unable to accept a return or issue a refund.
Due to the nature of skincare, personal care, health, and hygiene products, items that have been opened, unsealed, used, or otherwise handled beyond what is reasonably necessary to inspect them are not eligible for return.
Return Eligibility
To be eligible for a return, the item must:
- Be unopened, sealed, and unused;
- Be in the same condition in which you received it;
- Be returned in its original packaging; and
- Be accompanied by a valid receipt or other proof of purchase.
We reserve the right to refuse a return if these conditions are not met.
Non-Returnable Items
The following items cannot be returned:
- Opened, unsealed, or used skincare or personal care products;
- Sale or promotional items;
- Gift cards;
- Gifted products;
- Downloadable software or digital products;
- Custom-made or special-order items;
- Certain health and personal care products; and
- Temperature-sensitive products.
For health, safety, and product-integrity reasons, all temperature-sensitive products, including products within our Microneedling and Mesotherapy category, are non-returnable.
If you are unsure whether your item is eligible for return, please contact us before submitting a return request.
Supporting documentation
A receipt, order confirmation, or other valid proof of purchase is required for all returns. Supporting documentation is required for all claims, such as photos of the damaged or defective product, carrier loss confirmation, or a description of the issue.
Returning Your Item
Please contact us before sending any item back so that we can provide the appropriate return instructions. Please do not return or ship any products back to us or to the manufacturer. As we do not accept unsolicited shipments, any unapproved returns will not be processed or refunded.
To submit a refund request, contact us at our email with your order details and any supporting documentation. We will review your request and notify you of the outcome. Approved returns must be sent to our designated return address. You are responsible for the cost of returning the item. We strongly recommend using a tracked shipping service and, where appropriate, purchasing shipping insurance. We cannot be responsible for returned items that are lost or damaged in transit before they reach us. Please retain your proof of postage until your return has been processed.
Once we receive your returned item, we will inspect it and notify you by email that your return has been received. We will then inform you whether your refund has been approved or rejected. If your refund is approved, it will be issued to your original method of payment. The time it takes for the refund to appear in your account will depend on your bank, card issuer, or payment provider. Original shipping charges and return shipping costs are non-refundable.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives. If an item is defective, damaged, or you receive the wrong product, please contact us as soon as possible so that we can assess the issue and arrange an appropriate replacement, exchange, or refund. Exchanges are only available for defective, damaged, or incorrectly supplied items and are subject to product availability. Where an exchange is approved, it will normally be for the same product.