Claims, Returns & Refunds

Claims, returns & refunds guidelines

At XTETIC, we’re committed to providing a comprehensive and concise claims, refund and exchange guidelines that outlines when and how you’re eligible for reimbursement or replacement services; that's why we have a clear and comprehensive guideline that outlines our process and terms when you submit a claim with us. 

Our team of experts will review all claims and work to resolve them in 1 business day. We offer comprehensive customer support as well, so if you have any questions or concerns regarding our claim’s guidelines, please do not hesitate to contact us here and we will be happy to answer them. 

  • Disclaimer: The results of procedures performed with our products are not guaranteed. Results in each patient may vary due various circumstances. 

    Cosmelan Disclaimer: Due to a very complex formula, all Cosmelan products may change color and texture depending on the manufacturing batch. These characteristics are indicated on Cosmelan boxes: “The color change in the cream does not affect its efficacy or activity level.”

    Mesoestetic® follows the guidelines of a pharmaceutical company and sometimes there are color and texture changes between batches. All batches have been checked by Mesoestetic® quality department. 
  • Any inaccuracies in products shipped or condition received, shall require XTETIC to be notified within 7 calendar days from delivery date.  
  • Products must be returned within 30 DAYS OF THE INVOICE DATE. After the 30 days have passed, if there is a request to return products, then the case will be analyzed, without guarantee of acceptance.
  • If you wish to return less than 6 products charge at a whole sales price, for a different reason than these mentioned: shipping damage, quality defect, wrong product sent, unusual reaction. You will be charge retail price. 
  • Fees: Please note a 25% restocking fee may be applicable on exchanges and returns.
  • XTETIC is not responsible for payment or reimbursement of shipping charges. 
  • Product: compounded products are neither exchangeable, returnable, nor refundable. 
  • Reimbursement: Please allow 3 to 5 business days to process the credit into the client’s account. Refund will be made directly to the payment method or in a gift card. Any product refunds will only include the cost of the item and not shipping costs incurred. Gift cards will expire after 90 days from the date of issue. 
  • Shipping Damages:  If product is received damaged due to shipping mishandling, the product should be kept in its original packaging. 
  • Please note that there are certain exclusions which apply to claim’s guidelines - these include items marked as "Final Sale" or "Non-Returnable" on the website when purchased, products that have been used past their expiration dates.