Overview
You can request a return from Wallet > Products in the Patient App. The steps differ depending on whether your product was shipped to you (SkinDrop) or set up as in-office pickup from your practice.
This article is for patients using the Patient App.
Before You Start
Locate the product under Wallet > Products.
Shipped SkinDrop returns use an in-app questionnaire. In-office pickup returns route a message to your practice.
After approval for shipped returns, see Ship a SkinDrop product return (Patient App).
Why It Matters
Starting the return in the app creates a record tied to your order so your practice or SkinDrop support can respond with next steps.
How It Works
Shipped products (SkinDrop). You complete a return questionnaire in the app. Support reviews within 3 to 5 business days and sends shipping instructions if approved.
In-office pickup products. You message your practice through Need Help to coordinate the return or refund locally.
Step-by-Step Instructions
Return a shipped product
Open the Patient App and go to Wallet > Products.
Select the product you want to return.
Tap Need Help and confirm the product.
Complete the return questionnaire:
Has the item been opened or used? (Yes/No)
Is the product damaged or defective? (Yes/No)
Select a reason for return (defective, wrong item, damaged box, etc.).
Add details in the comments field.
Tap Next to submit.
Watch for an update within 3 to 5 business days with next steps.
Return an in-office pickup product
Open the Patient App and go to Wallet > Products.
Select the product you want to return.
Tap Need Help.
Choose the option to contact your practice about your refund request.
Send your message to begin the return process with your clinic.
Best Practices and Pro Tips
Submit accurate condition answers on the questionnaire to avoid delays.
Keep packaging for shipped returns until you receive return instructions.
Contact your practice promptly for in-office pickup issues.
Common Mistakes and FAQs
Q: How long until I hear back on a shipped return?
A: Allow 3 to 5 business days after submitting the questionnaire.
Q: Can I return an opened product?
A: Depends on the reason and product type. Answer the questionnaire honestly. Your practice or SkinDrop support makes the final call.
Q: I already received return approval. What next?
Next Steps and Support
Need help? Email support@repeatmd.com.