Refund & Exchange Policy

Effective date: 9/1/2017

1) General Principles: Returns are limited. Opened or used products are not returnable, except in limited adverse reaction
cases.
2) Return Windows & Conditions: – Skincare/Devices: Unopened & unused within 14 days for store credit or exchange. –
Supplements: Unopened & unused within 30 days for store credit or exchange. No returns on soft gels or products containing
live organisms. – Final Sale: Opened/used items, injectables, prescription items, gift cards, clearance items, and personalized
packages are non-returnable.
3) Damaged, Defective, or Incorrect Items: Email support@lucenciamedical.com within 7 days with order number and photos.
Verified issues will be replaced or credited.
4) Adverse Reactions: Stop use immediately and contact us within 7 days. After review, one-time exchange or credit may be
issued if product ~60% full.
5) How to Start a Return/Exchange: Email support@lucenciamedical.com with order #, item(s), and reason. Customer pays
return shipping unless our error. Original shipping is non-refundable.
6) Restocking & Credits: 10% restocking fee applies (except our error). Store credit issued to Lucencia account. Refunds may
take 5–10 business days.
7) Order Changes & Cancellations: We can cancel/change before fulfillment. Once shipped, must follow return process.
8)Shipments Marked “Delivered” Risk transfers at carrier-confirmed delivery. Replacements for lost-after-delivery packages are
not guaranteed.
9) Florida Notice Florida law requires refund policy posting. Our policy exceeds requirements and is posted online and in-clinic.