Refund policy
Shop With Confidence
At KREMOLOGIE, we’re committed to providing professional skincare developed for sensitive and aging skin. We want you to feel confident shopping with us. If there’s an issue with your order, our team is here to help and will work with you to find the best solution whenever possible.
Because skincare products are considered personal care items, certain return conditions apply to protect the safety and quality of every product we ship.
We gladly accepts returns of products purchased in our online retail store for a store credit or exchange within 14 days of the delivery receipt date (receipt date is based on carrier’s stated date of delivery)
To protect the safety and integrity of all customers, skincare products must be in their original packaging to be eligible for return, provided no more than 50% of the product has been used. Bundles and Kits must be returned in full; individual items cannot be returned separately.
Return Shipping
Customers are responsible for the cost of return shipping. Original shipping charges, including expedited or priority shipping, are non-refundable.
To ensure your return is received safely, we recommend using a trackable shipping service, as KREMOLOGIE is not responsible for packages lost in transit during the return process.
You can always contact us for any return question at info@kremologie.com.
Damages & Order Issues
We carefully inspect every order before it leaves our facility. However, if your order arrives damaged, defective, or if you receive the wrong item, please contact us within 48 hours of delivery so we can assist you promptly.
To help us resolve your request as quickly as possible, please email info@kremologie.com with your order number, a brief description of the issue, and clear photos of the product and packaging.
Once we review your request, we’ll work with you to provide the appropriate resolution, which may include a replacement or another suitable solution at our discretion.
Exceptions & Non-Returnable Items
To maintain the highest standards of product quality and safety, certain items are not eligible for return, exchange, or store credit.
These include:
- Clearance and final sale items
- Products purchased as part of a special promotion, where indicated
- Gift cards and e-gift certificates
- Complimentary gifts received with purchase
If a return is approved for an order that included a complimentary gift with purchase, the complimentary gift must also be returned in its original condition. If the gift is not returned, its retail value may be deducted from the refund or store credit, where permitted by law.
Exchanges
If you’d like to exchange an eligible product, please contact us first at info@kremologie.com.
Once your return has been received, inspected, and approved, we’ll issue your store credit promptly so you can purchase the KREMOLOGIE products that best fit your skincare needs.
Refunds
Once we receive and inspect your approved return, we’ll notify you by email regarding the status of your request.
If your return is approved, your refund will be issued to your original payment method within 2 business days. Please note that your financial institution or credit card provider may require additional processing time before the refund appears in your account.
If more than 10 business days have passed since your refund was approved, please contact us at info@kremologie.com, and we’ll be happy to assist you.
Return Process
All return requests and correspondence are handled via email to ensure accurate documentation and timely service.
Please allow 24–48 business hours for our team to review your request and provide the next steps.
Customers are responsible for the cost of return shipping. Original shipping charges, including expedited or priority shipping, are non-refundable.
Returns sent without prior authorization will not be accepted.
Once an eligible return has been approved and processed, an exchange or store credit will be issued promptly, based on your selected resolution.
If you have any questions about your return or need assistance before making a purchase, please contact us at info@kremologie.com.
Our team is always happy to help.