PLEASE READ CAREFULLY: Because of the sensitive nature of skincare products, all sales are final. I am unable to offer refunds, returns, or exchanges once a product has been delivered to you, except in the limited circumstances described below.
Skincare products can be affected by heat, light, and handling, and for hygiene and safety reasons I cannot accept back products once they have left my hands, even if they are unopened.
1. Damaged, defective, or incorrect orders
I want you to receive your order in perfect condition. If your product arrives damaged, defective, or is not what you ordered because of an error on my part, I will provide a replacement or a refund, at my discretion, provided that:
- you contact me at info@themetabolicaesthetician.com within 48 hours of delivery;
- you include your name, order number, and clear photos of the product and its packaging showing the issue; and
- the product is reported as it was received, and I may ask you to keep the item and packaging until I have reviewed your claim.
Claims made after the 48-hour window, or without photographic evidence, may not be eligible.
2. Orders that are not eligible for a refund
I am unable to refund or accept returns for:
- products that are opened, used, or no longer in their original condition;
- change of mind, or products that simply did not suit your preferences or skin;
- packages delivered to the address provided at checkout that are later reported lost or stolen (see my Shipping Policy);
- orders where the shipping address provided was incorrect or incomplete;
- products damaged by improper storage after delivery; and
- discounted, promotional, or gifted items, unless damaged or incorrect as described in Section 1.
3. Digital products, consultations, and lab testing
Digital products (such as ebooks and downloadable resources) are delivered instantly or shortly after purchase and cannot be returned, so all sales are final.
Consultations are time-reserved services. If you need to reschedule, please contact me as early as possible and I will do my best to accommodate you. Consultation fees are non-refundable once paid, except where I am unable to provide the session.
Functional lab tests and third-party products (such as supplements) are processed or fulfilled by independent providers. Once an order has been placed or a test kit has been sent, it cannot be refunded. Please contact the provider directly for questions about their products.
4. How to make a claim
Email info@themetabolicaesthetician.com with:
- your full name and order number;
- a short description of the issue; and
- clear photos of the product and packaging.
I will review your claim and reply with next steps. If I ask you to return an item, I will provide instructions and a return address. Do not send anything back before I confirm.
5. Refunds
If a refund is approved, it will be issued to your original payment method. Processing times vary depending on your bank or payment provider, and it may take several business days for the refund to appear on your statement. Shipping costs are non-refundable unless the issue was caused by my error.
6. Cancelling an order
If you need to change or cancel an order, contact me immediately at info@themetabolicaesthetician.com. Because I process orders quickly, I can only cancel an order if it has not yet been shipped.
7. Skin sensitivity
Everyone's skin is different. I recommend performing a patch test before first use, as described on the product label. If you experience irritation, stop using the product and consult your healthcare provider. A reaction to a product is not by itself grounds for a refund under this policy.
Questions
For any questions about this policy, please contact me at info@themetabolicaesthetician.com.
