Refund policy
📦 Returns & Refund Policy — Dr. Zitacne
Last updated: June 8, 2025
Effective date: June 19, 2010
Overview
Customer satisfaction matters. This policy explains eligibility, timelines, non-returnable items, the RMA process, refunds, and exchanges.
Return Window & Eligibility
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Returns are accepted within 30 days of delivery.
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Items must be unused, unopened, and in original packaging to be eligible. Proof of purchase is required. We may refuse returns that do not meet eligibility.
Hygiene & Non-Returnable Items
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Opened or used skincare products and opened patch packages are non-returnable due to hygiene and safety.
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Also non-returnable: perishable goods, intimate/sanitary products, hazardous materials, and items explicitly marked non-returnable.
How to Start a Return
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Email wenyixiaoma@gmail.com with your order number, reason for return, and photos if the item is damaged/defective.
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We will respond with instructions and a Return Merchandise Authorization (RMA) within 2 business days. Do not ship returns without an RMA.
Return Shipping & Costs
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Customers are responsible for return shipping unless the return is due to our error (wrong item or defective).
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We recommend using a trackable shipping service and insuring the return shipment; we are not responsible for lost return parcels.
Refund Processing
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After we receive and inspect the return, we will notify you of approval/rejection. If approved, refunds are issued to the original payment method within 5–10 business days (bank processing times vary).
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Original shipping charges or return shipping costs may be deducted where applicable.
Exchanges & Replacements
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We replace items that are defective or damaged. Email wenyixiaoma@gmail.com with photos and order details. If a replacement is out of stock, we will offer a refund or store credit.
Partial Refunds
Partial refunds may apply for items not in original condition, damaged by buyer misuse, or returned after 30 days.
Gift Returns
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Gifts shipped directly to the recipient may receive store credit when returned. Refunds to gift purchasers are handled per the original purchase.
Return Address
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Return address will be provided after RMA approval. Do not send returns to the manufacturer.
Questions & Support
Email: wenyixiaoma@gmail.com