Refund policy

Return & Refund Policy

Cellagenix stands behind the quality and performance of our skincare and want you to feel confident trying it. That is why we offer a 30-Day Money-Back Trial Guarantee on eligible retail purchases.

Please review the details below.

30-Day Money-Back Trial Guarantee

You may request a refund within 30 days of confirmed delivery if you are not satisfied with your purchase.

To be eligible for a refund under our Trial Guarantee:

  • At least 70 percent of the product must remain

  • Photo verification of remaining product is required before return approval. Please email them to: lab@cellagenix.com

  • Only one refund per customer is permitted

  • Refunds apply to retail customers only and do not apply to wholesale or professional accounts

Once your return is received and approved, your refund will be issued to your original method of payment within 5 to 10 business days.

Shipping Policy for Returns

  • Original shipping charges are non-refundable

  • If your order qualified for free shipping, no shipping amount will be deducted

  • If your order was under $50 and paid shipping, that original shipping cost is not refunded

  • Return shipping costs are the responsibility of the customer, unless the item arrived damaged or incorrect. Mail orders back to: 4152 Sunset Lane, Pebble Beach, CA 93953.

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, please contact lab@cellagenix.com within 48 hours of delivery with clear photos of the issue. We will arrange a replacement or full refund, including applicable shipping, at no cost to you.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Products returned with less than 70 percent remaining

  • Gift cards

  • Final sale or clearance items

  • Wholesale, professional, or white-label orders

How to Request a Return

To begin a return, please email:

lab@cellagenix.com

Include:

  • Order number

  • Reason for return

  • Photos of the remaining product

Return requests submitted after 30 days of delivery will not be approved.

Refund Processing Time

Once your return is received and inspected:

  • Approved refunds are issued within 5 to 10 business days

  • Financial institutions may take additional time to reflect the refund in your account

Exchanges

We do not offer direct exchanges. If you wish to order a replacement, please place a new order after your return is processed.

Fraud and Abuse Prevention

We reserve the right to limit or deny refunds if we detect:

  • Excessive return activity

  • Policy abuse

  • Fraudulent claims