Refund policy
Return Policy
Your Confidence is Our Commitment
We stand behind our dermatologist-developed formulations and want every customer to feel confident in their ROSE Inlgeton MD purchase. Because our skincare products contain clinical-strength actives designed for targeted results, some formulas may not be suitable for every skin type — especially if your skin is particularly reactive or currently sensitized. That's why our Customer Experience team is here to provide personalized guidance before you buy, ensuring you choose products that align with your skin's unique needs.
Not Sure What's Right for Your Skin? Our team of trained skin experts offers complimentary product consultations. Email us at hello@rosemdskin.com before placing your order — we're here to help you find the perfect product for you.
Return Eligibility
To maintain the highest standards of safety, hygiene, and product integrity for all our customers, the following return guidelines are in place:
Standard Returns
Non-Returnable Items
Special Circumstances: Damaged or Incorrect ItemsIn rare cases, if your order arrives damaged, defective, or you receive the wrong item, please contact our Customer Experience team within 7 days of delivery with:
Our team will work expeditiously to send out a replacement order.
- Timeframe: Returns must be initiated within 30 days of the delivery date shown on your tracking confirmation.
- Condition: Products must be unused, unopened, and in their original, undamaged packaging with all seals intact.
- Eligible Items: Individual products, unopened gift sets, and bundles that meet the above criteria.
Non-Returnable Items
- Opened or Used Products: For health, safety, and regulatory reasons, we cannot accept returns on any product that has been opened, partially used, or shows signs of use.
- Final Sale Items: Products marked as 'Final Sale' at the time of purchase—regardless of whether they have been opened, used, or not—are not eligible for return.
- International Orders: All international orders are final sale only. We currently do not accept returns on international orders.
- Third-Party Purchases: Products purchased through authorized retailers (such as Sephora, medical offices, or other partners) must follow that retailer's specific return policy.
- Gift Cards & E-Gift Cards: These are non-refundable and cannot be redeemed for cash.
Special Circumstances: Damaged or Incorrect ItemsIn rare cases, if your order arrives damaged, defective, or you receive the wrong item, please contact our Customer Experience team within 7 days of delivery with:
- Your order number
- Clear photos of the damaged or defective product
- A detailed description of the issue
Our team will work expeditiously to send out a replacement order.
How Returns Work
We've designed our return process to be straightforward while ensuring proper handling of all returns:
Step 1: Request Your Return Merchandise Authorization (RMA)All returns require a Return Merchandise Authorization (RMA) number, which must be issued by our Customer Experience team. This helps us track your return and process your refund efficiently.
⚠️ Important: Returns received without an RMA number will be refused. Please do not ship your return without first obtaining authorization. No refunds will be issued for returns shipped without a prior approved return authorization.
Step 2: Package and Ship Your Return
Step 3: Refund ProcessingOnce we receive your return at our warehouse:
Return Shipping Costs & Fees
Why We Handle Returns This Way: By asking customers to cover return shipping, we maintain responsible business practices, minimize unnecessary returns and waste, and keep product prices affordable for everyone. We believe this approach strikes a balance between customer flexibility and environmental and operational responsibility.
Step 1: Request Your Return Merchandise Authorization (RMA)All returns require a Return Merchandise Authorization (RMA) number, which must be issued by our Customer Experience team. This helps us track your return and process your refund efficiently.
- In the body of the email, please include your order number, the items you wish to return, and the reason for return
- Our team will respond within 1-2 business days with your RMA number and detailed return instructions
⚠️ Important: Returns received without an RMA number will be refused. Please do not ship your return without first obtaining authorization. No refunds will be issued for returns shipped without a prior approved return authorization.
Step 2: Package and Ship Your Return
- Securely package your unopened items in original packaging (or packaging of your choice). Be sure to include bubble wrap or kraft paper to prevent the items from shifting or being damaged in transit. ROSE Ingleton MD is not responsible for returned items that arrive at our warehouse damaged from transit.
- Print out your RMA authorization provided by the Customer Experience team and include it in the package.
- Follow all labeling instructions provided by the Customer Experience team, including where to put your RMA number on the shipping label.
- Ship to the address provided by our Customer Experience team in your RMA authorization
- Use tracked and insured shipping: We strongly recommend using a trackable shipping method with insurance coverage such as UPS or FedEx, as we cannot be held responsible for return packages lost in transit.
Step 3: Refund ProcessingOnce we receive your return at our warehouse:
- Inspection: Our team will verify that items meet our return criteria (unopened, unused, original packaging intact) and have not been damaged in transit.
- Approval: If approved, your refund will be processed within 5-7 business days.
- Refund Method: Refunds are issued to your original payment method (credit card, etc.), less original shipping charges and restocking fees.
- Timeline: Please allow an additional 3-5 business days for the refund to appear on your statement, depending on your financial institution.
Return Shipping Costs & Fees
- Customer Responsibility: Customers are responsible for all return shipping costs, unless the return is due to our error (i.e., the wrong item shipped, damaged in transit, or a manufacturing defect).
- Restocking Fees Apply: A $12 restocking fee per order will be deducted from all returns, except in cases where we made an error.
- Shipping Charges are Non-Refundable: Shipping charges from your original order are non-refundable, except in cases where we made an error.
- Refund Calculation: Your refund will reflect the purchase price of the returned items, minus the original shipping costs and a $12 restocking fee.
Why We Handle Returns This Way: By asking customers to cover return shipping, we maintain responsible business practices, minimize unnecessary returns and waste, and keep product prices affordable for everyone. We believe this approach strikes a balance between customer flexibility and environmental and operational responsibility.
Adverse Reactions & Skin Sensitivity
Our formulations contain clinical-strength active ingredients designed to deliver visible results. As with any efficacious skincare, individual reactions can vary.
Before You Use: Patch TestingWe strongly recommend performing a patch test before applying any new product to your face or neck:
If You Experience a ReactionStop use immediately if you experience persistent redness, burning, stinging, peeling beyond normal product purging, hives, or any concerning symptoms. Contact our Customer Experience team within 30 days of delivery at hello@rosemdskin.com with:
Individual Case Review: While our standard policy doesn't cover returns on opened products, we review each adverse reaction case individually and with care. Our team may provide alternative solutions, including product recommendations, usage guidance, or other accommodations at our discretion. Your skin health and safety are our top priorities.
⚠️ Medical Attention: If you experience a severe allergic reaction (difficulty breathing, severe swelling, widespread hives), seek immediate medical attention. Please contact us afterward so we can document the incident and provide you with appropriate support.
Before You Use: Patch TestingWe strongly recommend performing a patch test before applying any new product to your face or neck:
- Apply a small amount of product to your inner forearm or behind your ear
- Wait 24-48 hours and monitor for any signs of irritation, redness, or discomfort
- If no reaction occurs, you can proceed with facial application
If You Experience a ReactionStop use immediately if you experience persistent redness, burning, stinging, peeling beyond normal product purging, hives, or any concerning symptoms. Contact our Customer Experience team within 30 days of delivery at hello@rosemdskin.com with:
- Your order number and the product name
- Detailed description of your reaction and timeline
- Name and brand of any other skincare products you are currently using
- Photos if visible (optional but helpful)
- Information about your skin type and any known sensitivities
Individual Case Review: While our standard policy doesn't cover returns on opened products, we review each adverse reaction case individually and with care. Our team may provide alternative solutions, including product recommendations, usage guidance, or other accommodations at our discretion. Your skin health and safety are our top priorities.
⚠️ Medical Attention: If you experience a severe allergic reaction (difficulty breathing, severe swelling, widespread hives), seek immediate medical attention. Please contact us afterward so we can document the incident and provide you with appropriate support.
Important Notes & Conditions
- No Exchanges: We do not offer direct product exchanges. If you'd like to try a different product, please return your eligible unopened item for a refund and place a new order for your desired product.
- Damaged or Incorrect Orders: If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery with your order number and photos. We'll make it right with a replacement or full refund.
- Return Orders Damaged or Lost in Transit: We are not responsible for return orders that arrive at our warehouse damaged or lost in transit.
- Please follow all return labeling/packing requirements in your RMA, and use a tracked shipping courier, such as UPS or FedEx. Retain your tracking information and proof of shipment until your refund is processed.
- Refused Packages: If you refuse delivery of your order, the package will be returned to us. A refund will be issued for the order total, less the initial shipping charges and a $12 restocking fee.
- International Orders: International orders are final sale only. No returns will be accepted on international orders at this time.
- Subscription Orders: Products received through subscription orders follow the same return policy.
- You can pause, skip, or cancel your subscription ahead of your next order date through logging into your Shopify account and selecting "Manage Subscriptions."
Frequently Asked Questions - Returns
What products are eligible for returns?We accept returns within 30 days of delivery for products that are unused, unopened, and in their original, undamaged packaging, with all seals intact. Limiting returns to unopened items is standard practice across the beauty and skincare industry, for your protection as a consumer.
How do I start a return?We accept returns on products that are unused, unopened, and in their original, undamaged packaging with all seals intact. Return must be initiated within 30 days of the delivery date shown on your tracking confirmation.
To initiate your return, please request a Return Merchandise Authorization (RMA) number from our Customer Experience team by emailing hello@rosemdskin.com. Be sure to include the subject line 'Return Request' and your order number. In the email, please include the items you wish to return and a detailed reason for return in the body of the email. Our team will respond within 1-2 business days with your RMA number and detailed return instructions, including the return shipping address.
Please safely package and ship your returned items (including the printed RMA authorization) to the address provided by our Customer Experience team. We recommend using tracked and insured shipping such as FedEx or UPS to ensure items do not arrive damaged. Please allow for the shipping time (as indicated by your chosen carrier) and refund processing time. Once we receive your return at our warehouse, our total inspection, approval, and processing time is estimated at 5-7 business days.
Refunds are issued to your original payment method, less any original shipping charges and a $12 restocking fee. Please note that the refund may take an additional 3-5 business days to appear on your statement, depending on your financial institution's processing time.
Can I return something I bought at Sephora, a medical office, or another retailer?Our return policy applies only to orders placed directly through RoseMDskin.com. Products purchased through authorized retailers (such as Sephora, medical offices, or other partners) must follow that retailer's specific return policy and be returned through that channel. We are unable to accept returns of these items, so please contact them directly.
Where do I send my return?To initiate a return, please request a Return Merchandise Authorization (RMA) number from our Customer Experience team by emailing hello@rosemdskin.com. Be sure to include the subject line 'Return Request' and your order number, the items you wish to return, and the reason for return in the body of the email. Our team will respond within 1-2 business days with your RMA number and detailed return instructions, including the appropriate return shipping address.
Please do not ship returns without first obtaining an authorization. Packages sent without authorization will be refused, and no refunds will be issued.
What is an RMA (return authorization)?All returns require a Return Merchandise Authorization (RMA) number, which must be issued by our Customer Experience team. This helps us track your return and process your refund efficiently. Returns received without an RMA number will be refused. Please do not ship your return without first obtaining authorization. No refunds will be issued for returns shipped without a prior approved return authorization.
What if my order arrives damaged or I receive the wrong item?We sincerely apologize if you’ve experienced any of these issues! In rare cases, if your order arrives damaged, defective, or you receive the wrong item, please email our Customer Experience team at hello@rosemdskin.com within 7 days of delivery with:
We'll resolve this immediately with a replacement shipment.
Why do the products need to be unopened?Limiting returns to unopened items is standard practice across the beauty and skincare industry, for your protection as a consumer. For health, safety, and regulatory compliance purposes, skincare products cannot be resold once they have been opened, partially used, or show signs of use. This policy ensures the highest standards of product integrity, prevents contamination, and protects all our customers.
Do you refund original shipping charges?Shipping charges from your original order are non-refundable unless your return is due to our error (you received a damaged, defective, or incorrect item). In those rare cases, we'll replace the item immediately with no additional shipping charges.
When and why do I have to pay for return shipping costs?Customers are responsible for all return shipping costs, unless the return is due to our error (i.e., the wrong item shipped, damaged in transit, or a manufacturing defect). We kindly ask customers to cover return shipping to help us maintain responsible business practices, minimize unnecessary returns and waste, and keep product prices fair for everyone. We believe this approach balances customer flexibility with environmental and operational responsibility.
How much will I be refunded to my original payment method?Your refund will reflect the purchase price of the returned items, less any original shipping charges and a $12 restocking fee. Please note that the refund may take an additional 3-5 business days to appear on your statement, depending on your financial institution's processing time. Shipping charges from your original order are non-refundable, except in cases where we made an error.
How long does it take to receive my refund?Once you email us to initiate your return, you will be sent a Return Merchandise Authorization (RMA) number. After you ship your return back to us, please allow for the carrier's shipping time. Upon arrival at our warehouse, inspection, approval, and processing are estimated to take 5-7 business days before your refund is issued.
Refunds are issued to your original payment method, and may take an additional 3-5 business days to appear on your statement, depending on your financial institution.
Do you offer exchanges?We do not offer direct product exchanges. If you'd like to try a different product, return your eligible, unopened item for a refund, and then place a new order for your desired product. This ensures proper inventory tracking and faster processing for everyone. We suggest reaching out to our Customer Experience team before checking out to make sure you’ve selected the right product for your needs.
How do I start a return?We accept returns on products that are unused, unopened, and in their original, undamaged packaging with all seals intact. Return must be initiated within 30 days of the delivery date shown on your tracking confirmation.
To initiate your return, please request a Return Merchandise Authorization (RMA) number from our Customer Experience team by emailing hello@rosemdskin.com. Be sure to include the subject line 'Return Request' and your order number. In the email, please include the items you wish to return and a detailed reason for return in the body of the email. Our team will respond within 1-2 business days with your RMA number and detailed return instructions, including the return shipping address.
Please safely package and ship your returned items (including the printed RMA authorization) to the address provided by our Customer Experience team. We recommend using tracked and insured shipping such as FedEx or UPS to ensure items do not arrive damaged. Please allow for the shipping time (as indicated by your chosen carrier) and refund processing time. Once we receive your return at our warehouse, our total inspection, approval, and processing time is estimated at 5-7 business days.
Refunds are issued to your original payment method, less any original shipping charges and a $12 restocking fee. Please note that the refund may take an additional 3-5 business days to appear on your statement, depending on your financial institution's processing time.
Can I return something I bought at Sephora, a medical office, or another retailer?Our return policy applies only to orders placed directly through RoseMDskin.com. Products purchased through authorized retailers (such as Sephora, medical offices, or other partners) must follow that retailer's specific return policy and be returned through that channel. We are unable to accept returns of these items, so please contact them directly.
Where do I send my return?To initiate a return, please request a Return Merchandise Authorization (RMA) number from our Customer Experience team by emailing hello@rosemdskin.com. Be sure to include the subject line 'Return Request' and your order number, the items you wish to return, and the reason for return in the body of the email. Our team will respond within 1-2 business days with your RMA number and detailed return instructions, including the appropriate return shipping address.
Please do not ship returns without first obtaining an authorization. Packages sent without authorization will be refused, and no refunds will be issued.
What is an RMA (return authorization)?All returns require a Return Merchandise Authorization (RMA) number, which must be issued by our Customer Experience team. This helps us track your return and process your refund efficiently. Returns received without an RMA number will be refused. Please do not ship your return without first obtaining authorization. No refunds will be issued for returns shipped without a prior approved return authorization.
What if my order arrives damaged or I receive the wrong item?We sincerely apologize if you’ve experienced any of these issues! In rare cases, if your order arrives damaged, defective, or you receive the wrong item, please email our Customer Experience team at hello@rosemdskin.com within 7 days of delivery with:
- Your order number
- Clear photos of the damaged or defective product
- A description of the issue
We'll resolve this immediately with a replacement shipment.
Why do the products need to be unopened?Limiting returns to unopened items is standard practice across the beauty and skincare industry, for your protection as a consumer. For health, safety, and regulatory compliance purposes, skincare products cannot be resold once they have been opened, partially used, or show signs of use. This policy ensures the highest standards of product integrity, prevents contamination, and protects all our customers.
Do you refund original shipping charges?Shipping charges from your original order are non-refundable unless your return is due to our error (you received a damaged, defective, or incorrect item). In those rare cases, we'll replace the item immediately with no additional shipping charges.
When and why do I have to pay for return shipping costs?Customers are responsible for all return shipping costs, unless the return is due to our error (i.e., the wrong item shipped, damaged in transit, or a manufacturing defect). We kindly ask customers to cover return shipping to help us maintain responsible business practices, minimize unnecessary returns and waste, and keep product prices fair for everyone. We believe this approach balances customer flexibility with environmental and operational responsibility.
How much will I be refunded to my original payment method?Your refund will reflect the purchase price of the returned items, less any original shipping charges and a $12 restocking fee. Please note that the refund may take an additional 3-5 business days to appear on your statement, depending on your financial institution's processing time. Shipping charges from your original order are non-refundable, except in cases where we made an error.
How long does it take to receive my refund?Once you email us to initiate your return, you will be sent a Return Merchandise Authorization (RMA) number. After you ship your return back to us, please allow for the carrier's shipping time. Upon arrival at our warehouse, inspection, approval, and processing are estimated to take 5-7 business days before your refund is issued.
Refunds are issued to your original payment method, and may take an additional 3-5 business days to appear on your statement, depending on your financial institution.
Do you offer exchanges?We do not offer direct product exchanges. If you'd like to try a different product, return your eligible, unopened item for a refund, and then place a new order for your desired product. This ensures proper inventory tracking and faster processing for everyone. We suggest reaching out to our Customer Experience team before checking out to make sure you’ve selected the right product for your needs.
Contact Our Customer Experience Team
Questions about returns, products, or anything else? We're here to help.Email: hello@rosemdskin.comResponse Time: Within 2 business days