Refund policy
1. Refund and Return Policy
At Renacer, we want you to have an excellent experience with every purchase. Due to the nature of our skincare and personal care products, we have established the following return and refund policy to ensure the quality, safety, and hygiene of our products.
Returns
We accept return requests within 14 days after the order delivery date.
To be eligible for a return, the product must be:
- Unused and unopened.
- In the same condition in which it was received.
- In its original packaging.
- With its safety seals intact, when applicable.
For hygiene and safety reasons, skincare, cosmetic, or personal care products that have been opened, used, or altered cannot be returned, except when the product arrived damaged, defective, or different from the item ordered.
Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours after delivery.
To help us evaluate and resolve the issue, we may request photographs of the product, packaging, and shipping label.
Once the case has been reviewed, and when applicable, Renacer may offer a replacement or refund at no additional cost to the customer.
Refunds
Once we receive and inspect an approved return, we will notify the customer regarding the status of the refund.
If approved, the refund will be processed to the original payment method used to make the purchase.
The time required for the funds to appear back in the customer's account will depend on the bank, credit card company, or payment provider.
Original shipping costs are non-refundable, except when the return is the result of an error by Renacer or a product that arrived damaged or defective.
Return Shipping Costs
When a return is due to a change of mind by the customer or another reason that is not the responsibility of Renacer, the customer will be responsible for the return shipping cost.
If Renacer shipped an incorrect product or the product arrived damaged or defective, Renacer will cover the costs associated with the approved return or replacement.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
We may cancel the order as long as it has not yet been processed or shipped.
Once the order has been processed for shipment or handed over to the carrier, we can no longer guarantee cancellation, and our regular return policy will apply when applicable.
Incorrect Shipping Address
The customer is responsible for providing a complete and accurate shipping address at the time of purchase.
If an order is returned to Renacer due to an incorrect, incomplete, or mistakenly provided address by the customer, additional shipping charges may apply to resend the order.
Once an order has been shipped, we cannot guarantee that the shipping address can be changed.
Packages Marked as Delivered
If the carrier indicates that a package has been delivered but you are unable to locate it, we recommend first checking the delivery area, asking other members of your household or neighbors, and contacting the carrier.
You may also contact Renacer so that we can assist you and review the available shipping information.
A package marked as delivered by the carrier does not automatically qualify for a refund or replacement. Each situation will be evaluated individually.
Final Sale Products
Products specifically identified as “Final Sale” are not eligible for return or refund, except when they arrive damaged, defective, or an incorrect item was shipped.
Order Processing and Shipping
All Renacer orders are prepared and shipped from Miami, Florida, to destinations within the United States.
Please allow 1 to 5 business days for your order to be processed before it is shipped.
Processing time is separate from the carrier's transit or delivery time. Once the order has been shipped, delivery time will depend on the selected shipping method, destination, and carrier.
Weekends and holidays are not considered business days.
Once the order has been shipped, the customer will receive the corresponding tracking information, when available.
Need Help?
If you have any questions regarding a return, refund, or order, please contact our customer service team before making a return.
Renacer
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