What is your return and refund policy?Updated 2 months ago

At SunsolveMD, we are committed to delivering high-quality dermatological products and customer satisfaction. The following Return and Refund Policy (“Policy”) governs the terms under which returns and refunds may be accepted and processed. This Policy forms an integral part of the terms and conditions applicable to purchases made through our Shopify-based e-commerce platform. 

1. Return Period 

Customers are entitled to request a return of eligible merchandise within twenty-eight (28) calendar days from the date of delivery as confirmed by carrier tracking data. Returns requested after the expiration of this period will not be accepted under any circumstance. 

2. Conditions for Return Eligibility 

To qualify for a return, the product(s) in question must strictly satisfy the following criteria: 

• The item must be in unused and unopened condition, with all original packaging, seals, and safety features fully intact.
• The product must be in resalable condition, free from tampering, damage, or signs of use.
• Returns must include the original packing slip or proof of purchase.

Note: Due to the nature of skincare and personal care products, items that have been opened, used, or otherwise compromised are not eligible for return, unless demonstrably defective or damaged upon arrival. 

3. Exclusions from Return 

The following items are categorically excluded from this Policy and are non-returnable: 

• Gift cards or store credit
• Promotional or complimentary items
• Products marked as “Final Sale”
• Used, opened, or partially consumed products, unless defective
• Products returned without prior authorisation

4. Return Authorisation Procedure 

Prior to returning any item, customers must obtain written authorisation from SunsolveMD’s Customer Support. To initiate this process: 

Submit a return request via email to [email protected] clearly stating your order number, product(s) for return, and the reason for the request. 

1. Await written instructions, including the designated return address and any applicable return reference number.
2. Package the product(s) securely, ensuring adequate protection during transit. Include all original documentation.

Important: SunsolveMD shall not be liable for any items lost or damaged during the return shipment. Customers are advised to use a trackable and insured shipping method. 

5. Customer Responsibility for Return Costs 

Unless otherwise required by law or where the product is defective or incorrectly shipped, the customer shall bear all costs associated with return shipping. 

6. Inspection and Refund Processing 

Upon receipt of the returned item(s), SunsolveMD will conduct a thorough inspection to determine compliance with this Policy. If approved: 

• A refund will be issued to the original method of payment within seven (7) to ten (10) business days.
• Shipping charges from the original order shall be non-refundable, except where the item is deemed defective or the result of a shipping error by SunsolveMD.

SunsolveMD reserves the right to deny refunds for items that do not meet the return criteria outlined herein. 

7. Exchanges 

SunsolveMD does not process direct exchanges through its Shopify platform. Customers wishing to obtain a different product must return the original item in accordance with this Policy and place a separate order for the desired item. All exchanges are subject to inventory availability. 

8. Damaged, Defective, or Incorrect Items 

In the event you receive a product that is damaged, defective, or materially inconsistent with your order: 

• Notify Customer Support within seven (7) calendar days of delivery.
• Provide photographic evidence and a clear description of the issue.

Upon verification, SunsolveMD will, at its sole discretion, offer a replacement, refund, or store credit, and cover all associated return shipping costs. 

9. International Returns 

Customers outside the United States are responsible for: 

• All return shipping charges
• Any applicable customs duties, import fees, and taxes
• Compliance with local regulations governing returns of cosmetic or skincare products

Customs duties and taxes are non-refundable.