Refund policy
Returns
Due to the nature of skincare products and hygiene regulations, we cannot accept returns of products that have been opened, used, or damaged after delivery.
Unopened and unused products may be eligible for return within 30 days of the delivery date.
To qualify for a return, products must be:
- Unused and unopened
- In their original packaging
- In resalable condition
- Accompanied by proof of purchase
Damaged, Defective, or Incorrect Orders
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of receiving your order.
To help us resolve your request quickly, please include:
- Your order number
- A description of the issue
- Clear photos showing the product and packaging
Once your request has been reviewed, we will provide an appropriate solution, which may include a replacement or refund.
Return Shipping
If a return is approved due to our error (such as receiving the wrong or damaged item), AcneLab will cover the return shipping costs.
For all other approved returns, customers are responsible for return shipping costs unless otherwise required by applicable law.
Refunds
Once the returned item has been received and inspected, we will notify you of the outcome.
If approved, your refund will be issued to the original payment method within 5–10 business days.
Depending on your bank or payment provider, additional processing time may apply before the refund appears in your account.
Non-Refundable Items
For hygiene and safety reasons, the following items are not eligible for return or refund unless they arrive damaged or incorrect:
- Opened skincare products
- Used products
- Gift cards
- Promotional or clearance items marked as final sale (where permitted by law)
Order Cancellations
Orders may be cancelled only before they have been processed for shipment.
Once an order has entered the fulfillment process or has been shipped, it can no longer be cancelled.
Contact Us
If you have any questions regarding returns or refunds, please contact us through our Contact page.
Our support team will be happy to assist you.