We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unopened, unused, and in its original packaging. You will also need to provide your receipt or proof of purchase.

To start a return, please contact us at info@loxoderma.com. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and work to make it right as quickly as possible.

Please contact us within 48 hours of delivery with your order number and photos of the item and packaging.

Due to the nature of our products, certain items cannot be returned under any circumstances:

• Opened or used products of any kind
• Products requiring cold chain / refrigerated storage once received
• Injectable products (fillers, skin boosters, biorevitalisers)
• Any item not in its original sealed packaging
• Sale items or promotional purchases

If you have questions about whether a specific item is eligible for return, please contact us before placing your order.

The fastest way to get a different product is to return the eligible item you have, and once the return is accepted, place a new order separately. Please contact us at info@loxoderma.com to initiate the process.

If your order is shipped within the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification, in accordance with EU consumer law.

To exercise this right, your item must be in the same condition as received — unopened, unused, and in its original packaging — with proof of purchase.

Please note that this right does not apply to sealed goods which have been opened after delivery and which are unsuitable for return due to health protection or hygiene reasons. This includes all injectable and sterile products.

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved. If approved, you will be refunded to your original payment method within 10 business days.

Please allow additional time for your bank or credit card provider to process and post the refund. If more than 15 business days have passed since your return was approved, please contact us at info@loxoderma.com.