Refund policy
Return & Refund Policy
We stand behind the quality of the skincare products we offer. Because we prioritize the health and safety of our patients and customers, we must adhere to strict hygiene standards regarding returns. Please review our policy below before making a purchase.
Unopened Products (14-Day Return Window)
We gladly accept returns on new, completely unopened, and unused products within 14 days of the delivery date.
To be eligible for a return, the item must be:
- In its original, pristine condition.
- Unopened, with all original factory seals and shrink-wrap entirely intact.
- Accompanied by the original receipt or proof of purchase.
Once we receive and inspect your returned item, we will process a refund to your original method of payment. Please note that original shipping fees are non-refundable.
Opened Products (Final Sale)
Due to the medical-grade nature of our inventory and strict health, safety, and hygiene regulations, we absolutely cannot accept returns or issue refunds on any opened or used products. If the factory seal is broken, punctured, or altered in any way, the product is considered opened and is classified as a final sale. We appreciate your understanding in helping us maintain the highest safety standards for all our customers.
Return Shipping Costs
The customer is responsible for paying all return shipping costs. If you are returning an eligible, unopened item, we highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item and are not responsible for packages lost in transit.
Damaged or Defective Items
If you receive a product that is defective or was damaged during shipping, please contact us immediately at info@pinnacledermar.com within 48 hours of delivery. Please include your order number and photos of the damaged item and packaging so we can promptly address the issue and arrange for a replacement.
How to Initiate a Return
To start a return for an eligible unopened item, please email us at info@pinnacledermar.com with:
- Your full name.
- Your order number.
- The name of the item(s) you wish to return.
We will provide you with authorization and the correct mailing address for your return package. Please do not send your purchase back to the manufacturer.
