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:
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.
*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 if the return is approved. Additionally, returns must typically be initiated within 10 days of delivery as per the standard policy. Return exceptions may apply for unopened products approved by customer support, allowing a 10-day return window. Refunds are processed once valid proof of return is submitted, which requires a picture of the shipping receipt showing tracking information uploaded via chat or via email with Customer Support.
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.