Refund policy

We want online returns to be straightforward. Return requests must be submitted through the online return form available in your customer account. Please do not mail or bring an item to a clinic before your request has been reviewed.

Eligible physical products

Eligible physical products may be returned at no cost. Once your return request is approved, we will provide a prepaid return shipping label and instructions for sending the item back. We do not charge return shipping or restocking fees.

Please return only the products included in the approved request. Items sent without an approved request may delay processing.

If your order arrived damaged, defective, or incorrect, submit a request through your customer account and include the relevant details.

Treatments and non-physical items

Treatments, services, appointments, consultations, and other non-physical items that do not require shipping cannot be returned through the online merchandise return process.

Questions about a treatment, service, appointment, or cancellation should be directed to the clinic where it was purchased or scheduled and may be subject to that clinic’s separate policies.

In-clinic returns

Clinics do not ordinarily accept online returns in person. An in-clinic return may be accepted only when it has been discussed with the clinic’s front desk in advance and the clinic has approved an exception.

Bringing an item to a clinic without prior approval does not guarantee that the return can be accepted or processed there.

Refund processing

Approved refunds are processed after the returned products have been received and reviewed. Refunds are generally issued to the original payment method. Your bank or payment provider may require additional time to post the credit to your account.

This policy does not limit any rights available under applicable law.