Refund policy

Returns & Refunds Policy

Last updated: 2026

At Curated Clinicals, we want you to feel confident about every purchase. This policy explains how returns, refunds, exchanges, and damaged-item claims are handled. Because our products are medical-grade skincare and personal-care items, our return eligibility rules follow industry standards designed to protect product authenticity, safety, and hygiene for every customer. By placing an order with us, you agree to the terms set out below.

Return Window

You may request a return within 14 calendar days of the date your order was marked delivered by Canada Post. Requests submitted after this window cannot be accepted.

What Can Be Returned

To be eligible for a return, your item must meet all of the following conditions:

Returned within 14 days of delivery.
Unopened, unused, and in its original sealed condition, with all original packaging, boxes, instruction inserts, and any factory seals or shrink-wrap fully intact.
Free of any signs of use, including but not limited to: broken seals, pumped or depressed dispensers, missing applicators, fingerprints, opened lids, residue, or scuffing.
Accompanied by your original order number or proof of purchase.

Items that do not meet every one of these conditions will be refused and returned to the customer at the customer's expense, or held for pickup at our discretion.

Final Sale — Items That Cannot Be Returned

For health, safety, and hygiene reasons, and consistent with the policies of the medical-grade skincare brands we carry, the following items are final sale and cannot be returned or refunded under any circumstances except where the item is defective, damaged on arrival, or shipped in error:

Any skincare product that has been opened, unsealed, used, or had its factory seal, shrink-wrap, or tamper-evident packaging broken or removed.
LED light therapy devices and any electronic skincare devices once the box has been opened.
Multi-product kits, sets, and skincare programs once any single component has been opened.
Travel sizes, samples, sheet masks, and other single-use items.
Gift cards and store credit.
Items purchased with a "final sale" or "all sales final" designation at the time of purchase, or items purchased during clearance or seasonal sale events explicitly marked as final sale.
Items where the manufacturer's seal, lot number, or batch information has been removed, damaged, or tampered with.

This policy reflects industry standard practice for medical-grade skincare retailers and is necessary to maintain product authenticity and safety for every customer.

Damaged or Defective Items

We carefully inspect and package every order before dispatch. If your order arrives damaged in transit, or if a product is defective from the manufacturer, please follow this process:

Photograph the outer shipping box before opening it, especially any signs of crushing, tearing, or punctures.
Photograph the affected product and any damaged inner packaging, with the manufacturer's lot or batch number clearly visible if applicable.
Email info@curatedclinicals.com with your order number, the photographs, and a description of the issue within 48 hours of delivery.

Damaged-in-transit claims submitted after 48 hours may be declined because the carrier's damage-claim window may have closed. For products that develop manufacturer defects after first use (e.g., a pump that stops functioning), please contact us within the return window with photographic evidence and we will assist on a case-by-case basis, including assisting with manufacturer warranty claims where applicable.

For approved damaged or defective claims, we will, at our discretion, send a replacement of the same item, offer store credit, or issue a refund to the original payment method.

Wrong Item Received

If you receive an item that does not match what you ordered, please contact us at info@curatedclinicals.com within 7 days of delivery with your order number and a photograph of the item received. We will arrange a prepaid return label for the incorrect item and ship the correct item at no additional cost.

How to Initiate a Return

All returns must be authorized in advance. Returns sent back without prior authorization will be refused.

Email info@curatedclinicals.com within 14 days of delivery with:
- Your order number.
- The item(s) you wish to return.
- The reason for the return.
- A photograph of the item showing its current, sealed condition.
Our customer service team will review your request and respond within 1 business day (Monday through Friday).
If approved, we will issue a Return Authorization (RA) number and provide the return shipping address along with packaging guidelines.
Pack the item securely in its original packaging and ship it back via a tracked, insured service. Write the RA number clearly on the outside of the package.
Once we receive and inspect the return, we will email you with the outcome and process any refund or exchange.

Returns received without an RA number, or returns sent to any address other than the one provided in your return authorization email, may be refused, may be delayed, or may not be eligible for refund.

Return Shipping Costs

Standard returns (change of mind, no longer needed, ordered the wrong product, etc.): Return shipping is the responsibility of the customer. We recommend using a tracked, insured service. Curated Clinicals is not responsible for returns lost or damaged in transit on the way back to us.
Damaged, defective, or wrong-item returns: We will provide a prepaid return label at our expense.

If your original order qualified for free shipping under our $150 CAD threshold and your return brings the kept portion of the order below that threshold, the original outbound shipping cost may be deducted from your refund. This rule applies only when the return is at the customer's request and not when the return is due to our error or product defect.

Refund Timing & Method

Once your return has been received and inspected at our Vancouver facility:

We will inspect the returned item within 3 business days of receipt and email you to confirm whether the return has been approved.
Approved refunds are processed to the original payment method only. We are not able to refund to a different card, account, or in cash.
Once processed, refunds typically appear on your statement within 5–10 business days, depending on your card issuer or bank. Curated Clinicals has no control over the speed of your bank's processing.
If your refund has not appeared after 10 business days from our confirmation email, contact your card issuer first. If unresolved, contact us at info@curatedclinicals.com with our refund confirmation and we will investigate.

Curated Clinicals reserves the right to issue store credit in lieu of a refund to the original payment method in cases where the original method is no longer valid (e.g., a closed card account).

Exchanges

We do not process direct one-for-one exchanges. If you would like a different product, please initiate a return for the original item (subject to the eligibility rules above) and place a separate new order for the item you want. This ensures the new item ships out promptly without waiting for your return to be processed.

Order Cancellations

If you wish to cancel an order, contact us at info@curatedclinicals.com as soon as possible after placing it. Cancellations can usually be accommodated if the order has not yet entered processing. Once an order has been processed and handed to Canada Post for dispatch, it can no longer be cancelled — it must be returned through the standard return process after delivery, subject to the eligibility rules above.

Refused or Undeliverable Packages

If a customer refuses delivery of an order without prior arrangement, or if a package is returned to us by Canada Post as undeliverable due to an incorrect or incomplete address provided by the customer, the customer is responsible for any return-to-sender shipping costs charged by Canada Post. These charges, along with the original outbound shipping cost (if the order qualified for free shipping but the kept portion falls below the threshold), will be deducted from any refund issued.

Returns from the United States

Customers shipping returns from the United States are responsible for return shipping, any export duties or fees, and any customs paperwork required to send the package back to our Vancouver facility. Refunds do not include reimbursement of original U.S. customs duties or import taxes paid on the outbound shipment, as these are remitted to U.S. Customs and Border Protection and are not refundable through Curated Clinicals.

Late or Missing Refunds

If you have not received an expected refund after the timeframes above:

Check your bank statement or card account for pending transactions.
Contact your bank or credit card issuer — there is often processing time between when we issue a refund and when it appears on a statement.
If the above steps do not resolve the issue, contact us at info@curatedclinicals.com with our refund confirmation email and we will investigate with our payment processor.

Pricing Errors and Promotional Adjustments

In the rare event that an item is listed on our site at an incorrect price due to a typographical or system error, we reserve the right to cancel or refund any order placed at the incorrect price. We will notify you and issue a full refund to your original payment method as soon as the error is identified.

Promotional discounts cannot be applied retroactively to orders placed before the promotion's start date or after its end date.

Authenticity Guarantee & Brand Returns

Every product we sell is sourced from authorized distributors. If you have reason to believe a product purchased from Curated Clinicals is not authentic, please contact us immediately at info@curatedclinicals.com with photographs, lot numbers, and packaging details. We will investigate the claim and, if confirmed, issue a full refund or replacement at no cost. Customers may also contact the brand directly for verification — we will support any such inquiry with documentation of the product's authorized supply chain.

Questions

For any return or refund questions, please contact us at info@curatedclinicals.com. We respond within one business day, Monday through Friday.

This policy may be updated from time to time. The version posted on this page at the time of your order applies to that order. Material changes will be communicated where reasonably possible. Last updated 2026.