Returns and refunds policy

Return Policy

Final Sale Policy
All products are final sale, non-refundable, and non-exchangeable. Due to the medical-grade nature of our products, returns on skincare and makeup items are not accepted. This policy ensures the integrity and safety of the products you purchase.

Adverse Reactions
In the rare case of an unanticipated adverse reaction:

  1. Notify the clinic within 72 hours of purchase.
  2. Provide photo documentation and undergo an in-office review.
  3. An in-house consultation may be required to evaluate the product’s suitability.

  4. Confirmed allergic reactions or unanticipated irritations may qualify for a refund or exchange of the affected product.

Refunds or exchanges are granted only at the discretion of the physician after evaluation.

Shipping returns

Shipping Schedule
Orders are shipped on Mondays and Thursdays at 10:00 AM.

Incorrect or Damaged Products
Inspect your delivery upon receipt. If the product is incorrect, damaged, or defective, notify us within 14 days of the shipping date. Provide:

  1. A photo of the invoice.
  2. Images of the product and packaging.

Upon review, a replacement will be arranged after we receive the returned product.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

You may consider using a trackable shipping service or purchasing shipping insurance. Captivating Ltd does take responsibility for delayed or lost in transit returns.