Skincare Product Return Policy

We stand behind the quality of our professional skincare. If something isn't right, we'll work with you to make it right. The following policy applies to skincare products purchased in-spa or online directly from RELUXE Med Spa.

Looking for a different policy? Services and packages are non-refundable — see our Package & Voucher Policy. Appointment cancellations are covered by our Cancellation Policy. For a single overview of all RELUXE policies, see our Policies hub.

1) Opened Products

• Return window: within 14 days of purchase.
• Condition: original packaging and proof of purchase required.
• Outcome: store credit or exchange.

2) Unopened Products

• Return window: within 30 days of purchase.
• Condition: factory-sealed, in resellable condition, with proof of purchase.
• Outcome: full refund to original payment method, store credit, or exchange.

3) Defective or Damaged Items

• Contact us immediately if an item arrives defective or damaged.
• Return window: within 30 days of purchase or within 7 days of delivery for shipped orders.
• Outcome: your choice of replacement, exchange, or full refund/store credit.
• For shipping damage, please include clear photos of the product, inner packaging, and shipping box.

4) Allergy Reactions

If you experience an adverse reaction, discontinue use and contact us. We'll help troubleshoot and recommend alternatives. Within 14 days of purchase, returns due to documented sensitivity may be eligible for RELUXE account credit or exchange. Photos and a brief description may be requested to assist product quality teams.

How to Start a Return

1. Email help@reluxemedspa.com or call (317) 763-1142.
2. Provide your order number (or date of purchase + name on appointment) and the reason for return.
3. We'll issue return instructions and, if applicable, a Return Authorization (RMA).
4. Return the product in secure packaging. Keep your shipping receipt and tracking until your return is processed.

Refunds, Credits & Timing

• Refunds are issued to the original tender — the same payment method(s) used at purchase. If a tender is unavailable (e.g., the gift card has been redeemed elsewhere or the card is closed), the refund is issued as a new RELUXE gift card or as RELUXE account credit.
• Mixed tender: If a purchase used multiple payment methods (e.g., $50 gift card + $150 credit card), each tender is refunded its proportional share. Gift card balance returns to a gift card; credit card portion returns to the card.
• Sales tax charged at purchase is refunded with the eligible product return.
• Once your return is received and inspected, we typically process within 7 business days. Your bank or card issuer may take an additional 3–10 business days to post the credit.
• Exchanges ship after we receive and inspect the return (or sooner at our discretion).

Non-Returnable Items

For health and safety, the following are final sale and not eligible for return:

• Opened or used tools/devices (e.g., rollers, brushes) unless defective
• Products marked clearance, final sale, or promotional samples
• Gift cards, packages, service vouchers, and prepaid service credits. See our Gift Card Terms and Package & Voucher Policy for the credit-conversion rules that apply when those purchases are unwound.
• Prescription products (if applicable) and items restricted by manufacturers
• Services rendered (see Results & Satisfaction)

Gifts, Bundles & Promotions

• Gift with Purchase (GWP): If returning a qualifying purchase, please include the gift. If the gift is not returned, we may deduct the gift's retail value from the refund.
• Bundles/Sets: Must be returned in full to receive a full refund. Partial returns may be eligible for RELUXE account credit at a prorated amount, less any promotional discount.
• Promotional bonus claw-back: If a return reduces the qualifying spend below a promotional threshold (e.g., a “buy $X, get $Y bonus card” tier), RELUXE reserves the right to reverse the bonus card or deduct its retail value from the refund.
• Rewards: Any rewards points or credits issued on a returned order may be adjusted or revoked.

Shipping Returns

• Unless an item is defective or we made an error, return shipping costs are the customer’s responsibility.
• Use a trackable method and adequate protective packaging.
• For verified defects or fulfillment errors, we will provide a prepaid label or reimburse reasonable return shipping.

Policy Rights, Disputes & Escalation

We reserve the right to refuse a return that does not meet the criteria above (e.g., missing packaging, outside the return window, excessive wear, or suspected misuse).

Disputes & chargebacks. If a chargeback or payment dispute is initiated during a return process, the return is paused until the dispute is resolved through your card issuer. We'll work with you and the issuer to resolve quickly.

Policy version that applies. The version of this policy in effect on your purchase date applies to your return. Updates take effect on the “Last Updated” date and apply to purchases made on or after that date.

Escalation. If you disagree with a return decision or need to escalate, email hello@reluxemedspa.com.

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