Refund policy

At Medestetics, we are committed to providing authentic, high-quality skincare products and a transparent shopping experience.

We understand that circumstances may arise in which customers need to cancel an order, request a return, or report an issue with a product. This policy explains our procedures, eligibility requirements, applicable fees, and refund conditions.

Please review this policy carefully before completing your purchase.

1. Return Eligibility & 30-Day Return Window

Medestetics offers a 30-day return window from the date of delivery for eligible products.

To qualify for a voluntary return, the following conditions must be met:

  • The return request must be submitted within 30 calendar days of confirmed delivery.

  • Products must be unused, unopened, and in their original condition.

  • All manufacturer seals, labels, and protective packaging must remain intact.

  • Products must be returned in their original packaging, including any accessories or accompanying components.

  • Proof of purchase or a valid Medestetics order number must be provided.

  • The product must not be classified as non-returnable or final sale.

All returns require prior authorization from Medestetics.

To request a return, please contact info@medestetics.com with your order number and the reason for your request.

If approved, we will provide return instructions and the appropriate shipping information.

Products returned without prior authorization may be refused or returned to the sender, subject to applicable law.

2. Non-Returnable Products & Professional Treatments

Due to product integrity, hygiene considerations, specialized treatment protocols, and the nature of certain professional skincare products, the following items are generally excluded from voluntary returns:

  • Cosmelan Professional Pack

  • Cosmelan Home Pack

  • Dermamelan Professional Pack

  • Dermamelan Home Pack

  • Dermamelan Intimate Professional Pack

  • Products specifically identified as Final Sale or Non-Returnable before purchase

  • Opened, used, or unsealed skincare products that cannot be safely resold

  • Gift cards

  • Special-order or customized products, where applicable and legally permitted

Customers are encouraged to carefully review product descriptions, application requirements, and usage recommendations before purchasing professional treatments.

These exclusions apply to voluntary returns and do not eliminate applicable rights concerning defective, damaged, incorrectly supplied, or otherwise nonconforming products.

3. Damaged, Defective, or Incorrect Products

Please inspect your order immediately upon delivery.

If you receive a damaged, defective, or incorrect product, contact us as soon as possible, preferably within 7 calendar days of delivery, to facilitate an investigation.

Please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the affected product.

  • Photographs of the original packaging.

  • Photographs of the shipping label, when relevant.

Please retain the product and its original packaging until the claim has been reviewed.

Medestetics will evaluate the information provided and may request additional documentation when necessary.

If the issue is confirmed, an appropriate resolution may include a replacement, refund, or another remedy consistent with applicable law.

Customers will not be charged cancellation or restocking fees for verified errors attributable to Medestetics or for remedies required by law.

The requested 7-day reporting period helps us investigate shipping-related issues promptly. It does not eliminate rights that may apply after that period.

4. Product Appearance & Manufacturing Variations

Certain skincare formulations, including Cosmelan products, may exhibit variations in color, texture, or consistency between manufacturing batches.

These differences may result from formulation characteristics or manufacturing processes and do not necessarily indicate that a product is defective or inauthentic.

If you notice an unusual change in a product's appearance, please contact Medestetics before using it.

Our team will review the information provided and, when appropriate, seek clarification regarding the product's manufacturing characteristics.

Normal, verified manufacturing variations are not automatically considered defects. However, this provision does not exclude claims involving genuinely defective, contaminated, damaged, or nonconforming products.

5. Return Authorization & Return Shipping Costs

All voluntary returns must be approved before merchandise is shipped back to Medestetics.

Once authorization is granted, customers will receive instructions for returning their products.

For voluntary returns:

  • Customers are generally responsible for return shipping costs.

  • Original shipping charges are generally non-refundable, except where required by law.

  • If Medestetics provides a prepaid return shipping label, its disclosed cost may be deducted from the refund.

  • Customers should use a trackable shipping service and package the products securely.

If a return results from an error by Medestetics, a confirmed product defect, or another circumstance requiring a seller-paid remedy, Medestetics will cover applicable return shipping costs as required.

We recommend retaining the return tracking information until the refund has been completed.

6. Voluntary Order Cancellations — 5% Cancellation Fee

Customers may request cancellation of an order before shipment by contacting info@medestetics.com.

For voluntary cancellations requested by the customer after payment has been completed but before shipment, a cancellation fee of 5% of the canceled merchandise value may apply, provided that this fee was clearly disclosed and agreed to before purchase and is permitted by applicable law.

This fee is intended to account for administrative and order-processing expenses associated with voluntary cancellations.

The cancellation fee is calculated on the merchandise value being canceled, excluding separately stated shipping charges and taxes.

For example:

  • Canceled merchandise value: $500.00

  • Cancellation fee (5%): $25.00

  • Remaining merchandise refund: $475.00

  • Any refundable shipping charges and taxes will be handled separately as applicable.

Cancellation requests must be submitted before the order has been handed over to the shipping carrier.

Once an order has shipped, the applicable return procedures will generally apply.

The 5% cancellation fee will not apply when:

  • Medestetics cancels the order because the product is unavailable.

  • Medestetics cannot fulfill the order within the legally applicable shipping period and the customer exercises a right to cancel.

  • Medestetics is unable to provide the purchased merchandise or agreed service.

  • Cancellation results from an error attributable to Medestetics.

  • The customer exercises a statutory right to cancel without penalty.

  • The applicable cancellation fee or relevant requirement was not properly disclosed before purchase.

Medestetics will not impose a cancellation fee where prohibited by law.

7. Voluntary Returns — 10% Restocking Fee

Approved voluntary returns of eligible products are subject to a 10% restocking fee, where this fee was disclosed before purchase and is legally permitted.

The restocking fee is calculated on the purchase price of the merchandise being returned, excluding separately stated shipping charges and taxes.

This fee helps cover reasonable costs associated with return processing, inspection, handling, and inventory management.

For example:

  • Returned merchandise value: $300.00

  • Restocking fee (10%): $30.00

  • Merchandise refund before applicable return shipping deductions: $270.00

Products must meet all return eligibility requirements to qualify for a refund.

The restocking fee does not apply to:

  • Incorrect products shipped by Medestetics.

  • Confirmed defective products.

  • Products damaged during shipment when Medestetics is responsible for the remedy.

  • Returns required by applicable consumer protection laws.

  • Other circumstances in which charging the fee would be prohibited by law.

A voluntary return restocking fee and a pre-shipment cancellation fee are separate charges associated with different circumstances. They will not both be charged for the same canceled or returned merchandise.

8. Order Verification & Acknowledgment Form (AF)

Medestetics maintains an order verification process to support secure transactions, confirm customer information, and communicate important shipping and product-related conditions.

First-time international customers are required to complete an Acknowledgment Form (AF) before their orders can be processed for shipment.

Additional verification may be required for certain high-value purchases, professional-use products, or orders requiring confirmation of payment or shipping information.

Customers subject to verification will receive instructions using the contact information provided during checkout.

Please note:

  • Completing the Acknowledgment Form is free of charge.

  • The verification process does not change the original purchase price.

  • Orders requiring verification will remain on hold until the necessary information has been received and reviewed.

  • Customers are responsible for providing accurate information and completing the required steps.

If a customer does not complete the required verification, Medestetics will contact them regarding the status of their order and available options.

If the customer voluntarily requests cancellation, the applicable cancellation terms may apply only where those terms and the relevant verification requirements were properly disclosed before purchase and are legally enforceable.

If an order cannot proceed because a material verification requirement or contractual condition was first introduced after payment, Medestetics will not impose a cancellation fee solely because the customer declines that newly introduced condition.

Nothing in the Acknowledgment Form limits mandatory consumer rights or eliminates remedies that cannot legally be waived.

For additional information, please review our Shipping Policy:

https://medestetics.com/policies/shipping-policy

9. International Orders, Customs & Returns

Medestetics ships internationally to selected destinations, subject to carrier availability and applicable import restrictions.

International customers are responsible for reviewing the import requirements applicable to their destination.

Unless expressly included at checkout, customs duties, import taxes, VAT, customs clearance charges, and other destination-specific fees are the responsibility of the recipient.

Voluntary International Returns

International voluntary returns are subject to prior authorization and may be restricted due to transportation requirements, product integrity considerations, and applicable import or export regulations.

Customers must contact Medestetics before arranging an international return.

Where an international voluntary return is accepted:

  • The customer is generally responsible for return shipping costs.

  • The 10% restocking fee may apply when previously disclosed and legally permitted.

  • Customs charges and other non-recoverable expenses may affect the amount refunded where lawful.

  • Products must satisfy the applicable return eligibility requirements.

Restrictions on voluntary international returns do not eliminate rights involving defective products, incorrect shipments, non-delivery, or other legally protected circumstances.

Customs Refusals & Unpaid Import Charges

If a shipment is refused, abandoned, or returned because the recipient fails to pay applicable import charges or complete required customs procedures, Medestetics will review the circumstances and any recoverable merchandise.

Actual carrier return charges, storage fees, or customs-related expenses attributable to the recipient may be deducted from an otherwise payable refund, where those deductions were properly disclosed and are legally permitted.

Medestetics will not automatically deny all refunds solely because an international shipment encounters a customs issue.

Refunds and remedies will be assessed according to the circumstances and applicable law.

10. Failed Deliveries, Incorrect Addresses & Returned Shipments

Customers are responsible for providing accurate and complete delivery information.

If a shipment is returned due to an incorrect or incomplete address, unsuccessful delivery attempts, failure to collect the package, or refusal of delivery, Medestetics will review the shipment status and contact the customer regarding the available options.

When the return results from circumstances attributable to the recipient, additional shipping charges may apply for reshipment.

These charges must be communicated and approved before a new shipment is arranged.

If the customer requests cancellation instead of reshipment, any refund will be evaluated based on the condition of the returned merchandise, applicable disclosed costs, and legal requirements.

If a package is lost in transit or delivery is disputed, Medestetics will assist with an appropriate carrier investigation.

A carrier's delivery confirmation may be considered as evidence, but does not automatically eliminate customer rights concerning non-delivery.

11. Exchanges

We understand that customers may occasionally need to exchange an eligible product.

To request an exchange, please contact info@medestetics.com before returning any merchandise.

For voluntary exchanges, we generally recommend requesting an authorized return and placing a separate order for the desired product.

All voluntary exchanges are subject to product eligibility, inventory availability, applicable shipping charges, and any disclosed restocking fees.

If an exchange is necessary because Medestetics supplied an incorrect or defective product, we will provide an appropriate resolution without imposing voluntary return fees.

12. Refund Processing Times

Once an authorized return has been received, Medestetics will inspect the merchandise and notify the customer whether the refund has been approved.

For approved refunds:

  • Medestetics generally submits the refund to the original payment method within 10 business days after approval.

  • Applicable and lawful deductions will be identified before or when the refund is processed.

  • Banks, credit card issuers, and payment providers may require additional time to post the funds to the customer's account.

  • Refunds subject to shorter legally required processing periods will be issued within those periods.

Refunds will generally be issued to the original payment method unless another method is required by law or expressly agreed upon.

If more than 15 business days have passed since your refund was approved and you have not received confirmation or the funds, please contact info@medestetics.com.

13. European Union & Other Mandatory Consumer Rights

Customers residing in the European Union or other jurisdictions with mandatory consumer protection requirements may have additional rights that apply to their purchases.

Where applicable, eligible EU consumers generally have a statutory 14-day right of withdrawal for qualifying distance purchases, subject to recognized legal exceptions.

Certain products may be excluded from this right, including sealed goods that are unsuitable for return due to health protection or hygiene reasons after they have been unsealed.

Any applicable statutory withdrawal rights, refund deadlines, return shipping obligations, and product conformity remedies will be respected.

Medestetics will not apply voluntary cancellation fees or restocking fees in circumstances where doing so would conflict with mandatory consumer protection laws.

If any provision of this policy conflicts with applicable mandatory law, the applicable legal requirement will prevail.

14. Promotional Purchases & Special Offers

Products purchased as part of promotional bundles, quantity discounts, or special offers may be subject to additional return conditions disclosed at the time of purchase.

If a voluntary partial return causes an order to no longer qualify for a promotional discount, the refund may be recalculated to reflect the pricing terms originally disclosed for that promotion, where legally permitted.

Any applicable restocking fee will be calculated separately and disclosed in the refund breakdown.

Products marked Final Sale or Non-Returnable before purchase are excluded from voluntary returns, subject to applicable legal rights.

15. Contact Information

For questions regarding returns, refunds, cancellations, exchanges, or order verification, please contact:

Medestetics Customer Support
Email: info@medestetics.com
Website: https://medestetics.com

Please include your order number and a brief explanation of your request to help us assist you efficiently.

Our team will review your inquiry and provide further instructions when necessary.

We sincerely appreciate your trust in Medestetics and remain committed to providing reliable service, authentic products, and transparent purchasing conditions.

By completing a purchase through Medestetics.com, customers agree to the terms that were properly disclosed before purchase, subject to all applicable consumer rights and legal requirements.