Returns, Refunds & Exchanges

Skincare is personal, and sometimes a product is not the right match. You get 60 days to decide, which is twice what most brands give you.

How to Start a Return

1. Open our Return Portal and sign in with your order number.
2. Tell us briefly what happened. If the product did not work for you, a Glow Agent may offer to look at your routine first. That is an offer, not a requirement.
3. If your item is unopened, ship it back within 60 days. If it is opened, keep it.
4. Refunds are issued within 5 to 10 business days of approval. Store credit is issued immediately.

What Can and Cannot Be Returned

Not returnable

• Gift cards
• Sale and clearance items
• Pre-orders, unless shipping passes 90 days from purchase
• Treatments and services (see below)

If It Did Not Work For You

This is the one we care most about. Our products are strong, and strong products work best in the right order. Before you give up on your skin, message a Glow Agent at hello@perfec-tone.com or on WhatsApp at (242) 828-7546 with what you used and what happened.

Most of the time we can adjust something and get you where you wanted to be. If you would rather just have your money back, say so and we will start it. You do not have to argue for it, and you do not have to ship used product back to us.

Exchanges

Want a different product instead of a refund? Start an exchange within 14 days of delivery.

• Items must be unused, unpumped and in original packaging.
• No exchanges on sale or clearance items.
• If your replacement is out of stock, we issue store credit.

International Orders

We are not able to accept physical returns from outside the United States. Return shipping and customs costs more than the product in most cases, so sending it back does not serve either of us.

That does not mean you are stuck. Contact us and we will review your order for a refund or store credit case by case. Email hello@perfec-tone.com with your order number and what went wrong.

If you chose DAP at checkout, duties and taxes are paid on arrival and are your responsibility. Those charges come from your country's customs authority, not from us, and we cannot refund them.

Lost, Stolen or Damaged Packages

If you added shipping insurance at checkout, your package is protected against loss, theft and damage in transit. File a claim at hello@perfec-tone.com.

We approve claims when

• A delivery scan is over 48 hours old and the package has not arrived
• There is visible shipping damage
• Tracking has not moved for 5+ days on standard, or 3+ days on express

Before you file

If tracking says delivered but you cannot find it, check with neighbours, building staff and any security footage, and confirm the address on your order. Once a carrier confirms delivery, we are not able to cover the package unless it was insured.

If a courier confirms a package is lost, we reship it at our expense. Delays caused by weather, customs, peak season or an incorrect address are not refundable, but tell us and we will help chase it.

Treatments & Services

Payments for treatments and services are non-refundable. You are paying for the time and skill of a licensed Skin Magician, not for a guaranteed outcome.

If you are unhappy with a service, tell us within 7 days and we will bring you back in to make it right at no charge.

In-Store Returns

For anything bought at a Perfec-Tone location, bring the product, your receipt and a government-issued ID. In-store returns follow the same rules as online: unopened gets a full refund, opened gets 100% store credit or 75% back.

If the product you want is out of stock, we issue store credit. Refunds go back to the original payment method where possible.

Payment Plans & Chargebacks

Afterpay, Affirm, Shop Pay and PayPal Pay in 4: approved refunds are applied to your existing payment schedule rather than paid out separately.

Need Help

Our Glow Agents are real people and they answer. 💚

• Email hello@perfec-tone.com
• WhatsApp (242) 828-7546