Refund policy

RETURN POLICY


We want you to be completely happy with your purchase. We are dedicated to supporting you when a product return is necessary.

Returns will be accepted only from products purchased from urbanretreatdermaspa.ca 

To initiate a return, call 1- 204-257-7600. We will collect details from you, determine if the products are eligible for return and provide you with guidance about next steps.

For a product to be eligible for return, the following conditions must apply in the following two scenarios:

  • Product defects & spoilage or significant skin reactions 
    - ​Product(s) was purchased from Urban Retreat Derma Spa within the last 12 months
    - A detailed description of the issue is provided and receipt of purchase.
    - Photographic evidence of product and/or skin reaction

♦ For skin reactions, please be prepared for us to ask questions about the signs & symptoms of the reaction, details about your skin care regimes, allergies, recent professional treatments and details about any samples/testers used prior to purchase

  • Order processing errors & products damaged during shipping:
    - Issue is reported to Urban Retreat Derma Spa within 15 calendar days of the receipt date
    - Urban Retreat Derma Spa is contacted immediately if products are found to be damaged as a result of shipping
    - A detailed description of the damage is provided to the Urban Retreat Derma Spa
    - Product(s) is returned in the condition it was received

Shipping and Delivery lost items:

  • Urban Retreat Derma Spa is not liable for missing packages with confirmed delivery by courier or receipt by courier/mail.

Urban Retreat Derma Spa will not accept product returns for the following:

  • General Customer or End-Consumer dissatisfaction
  • Skin breakouts
  • Testers (due to the unregulated condition of use and storage)
  • Products received over 30 days  prior to the return request
  • Products not stored according to the Required Conditions of Storage outlined in the Terms & Conditions

Replacements & Credits

  • If a return is approved, a replacement or credit note will be issued
  • You will be notified via email once the return has been processed
  • Replacement products, at no charge, of the same item will be sent if the original product is damaged or defective
  • Return products must be received and accounted for at Urban Retreat Derma Spa before credit notes are made available for future orders or replacements can be sent.
  • Gift certificates are not eligible for refunds.
  • Original shipping and handling costs are non-refundable
  • In the case of an eligible refund a 5% fee will be applied.