Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened and unused, and in its original packaging. To complete your return, we require a receipt or proof of purchase.

To start a return, you can contact us at contact@drchromcell.us. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, we will issue a refund to your original method of payment. Please note that original shipping charges are not refunded and any promotional sales or discounts are final and these orders are not eligible for return or refund. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If you experience skin-related issues after using our products, we ask that you follow the necessary steps to request a return or refund.

To process a return or refund request, we require specific documentation. A medical certificate (doctor’s opinion) must be provided, which includes the name of the hospital, the attending physician’s name, the hospital contact information, and a diagnosis clearly stating that the issue was caused by the specific product. Additionally, we will need a detailed medical expense statement, which must include both basic and optional consultation charges. Please note that simplified receipts will not be accepted.

Certain conditions are excluded from return and exchange eligibility. This includes skin reactions that are unrelated to the purchased product, especially if there is no proof that the product caused the reaction. It also excludes skin reactions that arise from failure to follow the recommended usage guidelines or instructions provided with the product.

We take every case seriously and are committed to resolving any concerns as promptly as possible. If you believe your issue qualifies for a return or refund, please reach out to our customer support team with the required documentation for further assistance.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@drchromcell.us. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.