Refund Policy

This policy covers purchases made on the EXOPUREBEAUTY website and through authorized channels. It is written for cosmetic products that are single-use, hygiene-sealed (e.g., freeze-dried vial + dedicated solvent) and, where applicable, for companion devices (e.g., handpieces/controllers).

If anything here conflicts with mandatory consumer laws where you live, your statutory rights prevail.

1) What’s refundable?

A. Cosmetics & Personal Care (freeze-dried vial + solvent, gels, masks, etc.)

Unopened only. We accept returns only if the inner safety seal is unbroken and the kit is unused, in its original box, with all accessories/gifts/manuals included.
- Standard: request within 7 days of delivery.
- In North America, Europe, the United Kingdom, and other regions, customers may request a return within 14 days of receiving the order. Returns will not be accepted if the product has been opened, damaged, or used.
  
  Time window (change of mind)
Not eligible once opened, reconstituted, or the seal is broken. For hygiene and stability reasons, opened, reconstituted, or repackaged items cannot be returned or resold.

2) What’s not refundable?

Any opened, reconstituted, resealed, or tampered cosmetic kit.
Items without the original label (LOT / Vial-ID) or with missing parts, gifts, or manuals.
Over-the-limit storage/transport exposure caused by refusal, late pickup, or address errors.
Purchases from non-authorized channels.
Purely subjective reasons (e.g., “don’t like the feel/scent”) once opened—please contact Support first to optimize usage and cadence.

3) Quality, damage, or shipping issues (we’ll make it right)

We will exchange or refund when there is:

Shipping damage / leakage / crushed packaging
Wrong item / short shipment
Quality issue on arrival (e.g., off-odor, abnormal discoloration, non-dispersible precipitate)

What you need to do

Report within 24–48 hours of delivery (the sooner, the better):
- Photos of the outer carton, inner tray, and the affected item(s)
- Photo of labels showing LOT / Vial-ID
- Your order number and a short description

If verified, we’ll replace or refund the affected item(s). We cover reasonable return shipping for approved claims.

4) How to start a return (RMA)

- Order number
- Reason for return
- Photos/videos
- LOT / Vial-ID and delivery date
  
  Submit a request via Contact Us with:
Wait for approval & RMA number. Returns without prior authorization may be rejected.
Pack securely. Use the original box where possible; include all accessories and gifts.
- For change-of-mind unopened returns, you cover return shipping.
- For approved quality/shipping issues, we cover it.
  
  Ship to the address we provide.
Inspection & refund. Once received and verified, refunds are issued to your original payment method (typically within 3–5 business days after inspection). Original shipping fees and duties are non-refundable unless required by law.

5) Special notes for temperature-sensitive logistics

Our freeze-dried vials ship safely at ambient with moisture/impact protection.
Dedicated solvent ships at ambient; do not freeze.
We do not ship reconstituted products (for stability and hygiene).

6) International orders, taxes & refusals

Shipping fees, import duties, and taxes are shown at checkout (or charged by the carrier on arrival) and are non-refundable if a parcel is returned due to refusal, address errors, or unclaimed packages.
If your order arrives late due to force majeure (extreme weather, customs policy changes, public health events), this is outside our service-level commitment; we will help track and propose remedies case-by-case.

7) Need help first?

Most “not-what-I-expected” cases are solvable with usage cadence and 72-hour care (especially post-microneedling). Before opening a return:

Message us via Contact Us for SOP guides, D0–D3 care, and cadence tips (7–10 days per session).

8) Quick checklist

Unopened change-of-mind: request within 7 days (

In North America, Europe, the United Kingdom, and other regions

14 days).
Opened/reconstituted: non-returnable.
Shipping damage/quality issues: report with photos within 24–48 hours.
Always include: order #, LOT / Vial-ID, clear photos.

Contact

Web: use the Contact Us form
Email: support@exopurebeauty.com
Hours: Mon–Fri (business hours, local time)

We’re here to help you use our freeze-dried + fresh-mix care safely and effectively—and to keep the process pure, traceable, and fair.