Trial Kit:
Trial Kits are not eligible for a return, nor refund; as the products are provided to you for free. The shipping & handling fees that you paid for were already used to ship your free set of acne treatment products.
Subscription Kit:
The MDacne Treatment Kit is part of a subscription service. If you've been charged for your next kit, please contact our Customer Support Team, to see if cancellation is still possible. Please note that once your order ships, we can no longer cancel it. To end your subscription, simply cancel your plan through your Account Settings.
Shop Orders:
For Shop order, we are only able to accept returns for first time orders of shop products (single orders) that have not been opened. Shop products are items not part of the subscription kit, purchased separately.
Please reach out to the team for shop product returns. Should a return be approved, kindly send them back within 10 days of receipt; and include return tracking information.
Upload a picture of the return shipping receipt, including tracking information, to the MDacne chat or customer support portal to confirm the return.Refunds for returns will only be processed after MDacne confirms the receipt and compliance with the return policy. Refunds should appear within 5 to 7 business days post-verification. Contact your payment provider if delays persist.
*MDacne will not cover the shipping costs of sending the products to the customer (processing & shipping fees), nor the shipping costs of returning the products back to the company. This includes proving a return shipping receipt with tracking for confirmation, as refunds cannot be processed without this confirmation. MDacne does not provide return shipping labels or cover the cost of return shipping. Returns offered as an exception to the terms of service require strict adherence to the outlined instructions, and by returning your package, you agree to these terms as detailed in the full terms of service. Refunds typically take 5–10 business days to appear on your bank statement after receipt confirmation. Final refund amounts may vary slightly due to any currency conversions performed by your bank.
Refund timelines depend on the payment method used. Typically, refunds take 5–10 business days for credit/debit cards and PayPal accounts to reflect after processing. If delays occur, consult with your bank or payment provider for further assistance.
Steps for a Smooth Refund Process
To ensure timely refunds, follow these steps:
Adhere to all return instructions, including proper packaging and providing tracking information.
Retain your transaction proofs and tracking receipts.
Contact MDacne support promptly if a refund is delayed beyond the expected timeline.
Payments Disputes:
Disputing payments with your bank opens a very long legal investigation process and can delay refunds where valid. If you feel you have been charged incorrectly, please reach out to us first by emailing support@mdacne.com or sending us a message on chat, and we promise to provide assistance as quickly as we can.