Refund policy
Refund Policy
Last updated: March 15, 2026
At Cutanova, we want you to shop with confidence. If there is an issue with your order, please contact us at support@cutanova.com and we will review the matter in accordance with this Refund Policy and applicable law.
1. Returns
We accept return requests submitted within 14 days of delivery, subject to the conditions below.
To be eligible for a return, the item must:
- be unused, unopened, and in resalable condition
- be in its original packaging
- not be damaged due to misuse, mishandling, or normal wear and tear
- be accompanied by proof of purchase
We reserve the right to refuse any return that does not meet these conditions.
2. Non-Returnable Items
For hygiene, safety, and product integrity reasons, the following items are not eligible for return unless they arrived damaged, defective, or incorrect:
- opened skincare products
- used skincare products
- items missing original packaging
- gift cards
- final sale or clearance items, where marked
- promotional or complimentary items
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, you must contact us within 7 days of delivery at support@cutanova.com.
Please include:
- your order number
- a description of the issue
- clear photos of the item
- clear photos of the outer packaging
- any other information reasonably requested by us to evaluate the claim
If approved, we may, at our sole discretion and subject to applicable law, offer one of the following:
- a replacement
- store credit
- a refund to the original payment method
4. Return Authorization
Do not send items back without contacting us first.
If your return is approved, we will provide return instructions. Unauthorized returns may be refused and returned to sender at your expense.
5. Return Shipping
Customers are responsible for return shipping costs unless:
- the item arrived damaged
- the item was defective
- the wrong item was sent due to our error
Original shipping charges are non-refundable unless required by law or unless the return is due to our error.
We are not responsible for returned packages lost or damaged in transit without valid tracking.
6. Refunds
Once your approved return is received and inspected, we will notify you whether your refund has been approved.
If approved, refunds will be issued to the original payment method within 5–10 business days. Your financial institution may require additional time to process and post the refund.
We reserve the right to refuse refunds where:
- the return conditions are not met
- sufficient proof is not provided
- the claim appears fraudulent, abusive, or inconsistent with this policy
7. Order Cancellations
Orders may only be canceled before they are processed or fulfilled.
Because orders may be processed quickly, we do not guarantee cancellation requests once processing has begun. If you need to request a cancellation, contact support@cutanova.com immediately.
If an order has already been processed, packed, shipped, or submitted to a fulfillment partner, it may no longer be eligible for cancellation.
8. Chargebacks and Payment Disputes
If you experience an issue with your order, please contact us first at support@cutanova.com so we can try to resolve it.
Filing an unjustified chargeback or payment dispute after receiving a refund, replacement, or store credit, or while a claim is actively under review, may delay resolution and may be challenged with supporting order and delivery records.
9. Policy Abuse
To protect our business and customers, we reserve the right, where permitted by law, to:
- limit or refuse returns
- cancel orders
- refuse service
- restrict future purchases
in cases of suspected fraud, abuse of this policy, excessive return activity, or other bad-faith conduct.
10. Your Legal Rights
Nothing in this Refund Policy limits any rights you may have under applicable consumer protection laws. Where applicable law provides you with additional rights or remedies, those rights will apply.
11. Contact
If you have any questions about returns or refunds, contact us at:
Cutanova
Email: support@cutanova.com
Website: Cutanova.com