We want to make returns as straightforward as possible.
Unopened products may be eligible for return, including trial kits, subscription kits, refills, and products purchased separately from the MDacne Shop.
Return Eligibility
To request a return:
Contact our Customer Support Team within 14 days of the order's delivery date, based on tracking.
Products must be unopened and in a condition suitable for return.
Once your return request is accepted, our Support Team will provide the appropriate return instructions and any required return information.
Please do not send products back without first contacting our Support Team, as additional information or a Return Merchandise Authorization (RMA) may be required to properly identify and process your return.
After sending your return, you may be asked to provide a photo or copy of your return shipping receipt showing the tracking number so we can confirm that the package was sent.
Return Shipping & Refunds
Customers are generally responsible for the cost of return shipping and any applicable duties or taxes unless the products were damaged, defective, incorrectly supplied, or otherwise qualify for an exception under applicable law.
For eligible returns, refunds are issued to the original payment method.
Standard outbound shipping may be included in an eligible refund where applicable. Optional or premium delivery upgrades, such as expedited shipping or other upgraded shipping services, are generally non-refundable.
Please contact our Support Team before returning any products so we can provide the correct instructions for your order.
Subscription Cancellations
Returning an order does not automatically cancel your subscription.
If you would like to stop future renewals (on our subscription kits), you can cancel through your Account Settings or contact our Customer Support Team for assistance.
If an order has already been charged or dispatched, canceling your subscription will prevent future renewals but does not automatically cancel or refund that order. Our Support Team can review whether the most recent order is eligible for return.
Payment Disputes
If you believe you've been charged incorrectly, please contact us first by emailing support@mdacne.com or sending us a message through chat.
We're happy to review the charge and help resolve the issue as quickly as possible.
Opening a payment dispute with your bank may delay our ability to resolve or refund the transaction directly while the dispute is under review.