Refund Policy

Last updated: July 28, 2026

Exoteric skincare LLC, operating as EXOTERIC ("EXOTERIC," "we," "us," or "our"), offers returns, replacements, and refunds in accordance with this Refund Policy.

This Refund Policy explains the eligibility requirements, request process, return-shipping responsibilities, and refund timelines that apply to purchases made through our store.

Eligibility

Our Standard

Every EXOTERIC product is crafted with care in limited production runs. To protect the integrity of our formulas and the quality of every product we deliver, returns are accepted only for unused, unopened products with the original tamper-evident seal on the product box fully intact.

If an order arrives damaged, defective, or incorrect, please contact us so we can make it right.

Unused Products

You may request a return within 14 calendar days of delivery if:

The product is unused and unopened.
The original tamper-evident seal on the product box remains fully intact.
The product remains in its original packaging and condition.

A product with a broken or removed tamper-evident seal on the product box is not eligible for return, even if the bottle or jar inside appears unused. This safeguard helps protect the integrity, safety, and quality of every product we deliver.

Proof of purchase is required. Your EXOTERIC order number serves as proof of purchase.

Approved returns are inspected upon receipt. Products that do not meet the conditions above will not be refunded, except where required by applicable law.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or contains an incorrect item, please contact us within 7 calendar days of delivery.

This reporting period does not limit any rights available under applicable law.

To help us review your request, please provide:

Your order number.
Clear photos of the product.
A clear photo of the SKU label on the product box.
Photos of the outer shipping box.
Photos of the inner packaging.
Photos of the shipping label.
A brief description of the issue.

Please retain the product and all original packaging until your request has been reviewed.

Once the issue has been verified, we will offer an appropriate replacement or a refund to the original payment method.

If a return is required, EXOTERIC will provide instructions and cover the authorized return-shipping cost.

Delivery Issues

If tracking has not updated or your package has not arrived within 7 calendar days after the carrier's estimated delivery date, contact support@exotericskincare.com. We will review the shipment details and assist with the next steps. If the carrier confirms that the package was lost in transit, we will work with you to provide an appropriate resolution, which may include a replacement or a refund to the original payment method.

If tracking shows that your package was delivered but you cannot locate it, first check with household members, neighbors, the delivery location, and the carrier. If it remains missing, contact us within 7 calendar days of the marked delivery date. We will review the available information and assist with a carrier investigation. Any replacement or refund will be determined after the available information has been reviewed. This does not limit any rights available under applicable law.

Pre-Orders

Pre-orders are charged at checkout, and each pre-order reserves a unit from a limited production run.

Cancellation requests must be submitted within 24 hours of placing the order. The email timestamp determines whether the request was submitted within the cancellation period.

After that period, pre-orders cannot be cancelled or modified, except where required by applicable law.

If we cannot ship within the estimated shipping window stated at the time of purchase, we will notify you and provide the option to accept the revised shipping date or cancel for a full refund.

Once delivered, our standard return and refund eligibility rules apply.

Exchanges

We do not offer direct exchanges. If an eligible return is approved, the refund will be issued to the original payment method, and a new order may be placed separately.

Verified damaged, defective, or incorrect products may still qualify for replacement as described above.

Request a Return or Refund

Unopened Return

Your order number.
The reason for your request.
A clear photo showing the original tamper-evident seal on the product box fully intact.

Damaged, Defective, or Incorrect Order

For a damaged, defective, or incorrect order, include:

Your order number.
The requested product and packaging photos listed above.
A brief description of the issue.

Pre-Order Cancellation

For a pre-order cancellation, include:

Your order number.
A clear request to cancel the pre-order.

Return Approval

Requests must be approved before any product is returned. Returns sent without prior authorization may be refused or returned to the sender.

If your request is approved, we will provide return instructions and the appropriate return address. The return must be sent within 7 calendar days of receiving those instructions.

Do not send returns to our business correspondence address unless EXOTERIC Support specifically instructs you to do so.

Return Shipping

For an approved voluntary return, return-shipping costs are the customer's responsibility. Original shipping charges, if any, are non-refundable unless the return results from our error or applicable law requires otherwise.

We do not charge a restocking fee for an approved return.

For a verified damaged, defective, or incorrect order, EXOTERIC will cover any authorized return-shipping cost.

We recommend using a tracked shipping service because a refund cannot be processed for a return we do not receive.

Refund Processing

Original Payment Method

Approved refunds are issued to the original payment method used at checkout.

An approved refund includes any sales tax charged on the returned item. It does not include original shipping charges (except as stated above) or customer-paid return-shipping costs.

Processing Time

When a return is required, the product must first be received and inspected. Please allow up to 5 business days after delivery of the return for inspection and refund processing.

When no return is required, the refund will be issued within 5 business days after the request is approved or a timely pre-order cancellation is confirmed.

We will send a confirmation email once the refund has been issued. After issuance, your bank or payment provider may require an additional 5–10 business days to post the funds to your account.

Contact

Refund Support

For return or refund inquiries, contact us at support@exotericskincare.com.

A written copy of this Refund Policy is available upon request.

We typically respond to inquiries within 1–2 business days.

Business Address

Business correspondence address:
Exoteric skincare LLC
1007 N Orange St
4th Floor #5369
Wilmington, DE 19801
United States

This address is for business correspondence only and is not a return facility. Do not send products to this address unless EXOTERIC Support specifically instructs you to do so.