Refund policy
RETURN & REFUND POLICY
Last updated: September 29, 2026
We want returns and refunds to be clear and straightforward. Please review the policy below before requesting a return.
RETURNS
We accept return requests within 30 days of delivery.
To be eligible for a standard return, the product must be:
- unused and unopened;
- in its original packaging;
- in resalable condition; and
- accompanied by proof of purchase.
For hygiene and product integrity reasons, opened or used skincare products are generally not eligible for return unless the item arrived damaged, defective, incorrect, or applicable law provides otherwise.
To request a return, contact:
Please include your order number and reason for the return.
Do not send products back before receiving return instructions from our team. Returns sent without prior authorization may not be accepted.
RETURN SHIPPING
Unless the return is due to an incorrect, damaged, or defective item, customers are responsible for return shipping costs.
Original shipping charges are generally non-refundable unless:
- the return resulted from an error on our part; or
- applicable law requires otherwise.
We recommend using a trackable shipping method for approved returns.
DAMAGED, DEFECTIVE, OR INCORRECT ORDERS
Please inspect your order after delivery.
If your order arrives damaged, defective, or different from what you ordered, contact us as soon as possible at:
Please include:
- your order number;
- a brief description of the issue; and
- clear photos of the product and packaging.
Once we review the issue, we may offer a replacement, refund, or another appropriate resolution.
PRODUCT SAFETY CONCERNS
If you experience an unexpected reaction or have a product safety concern, discontinue use and contact our Product Safety team at:
Please include the product name, how the product was used, and a description of the concern. Photos may be included where helpful.
Product safety inquiries are reviewed separately from standard return requests. Any return or refund relating to the issue will be handled based on the circumstances and applicable consumer protection laws.
NON-RETURNABLE ITEMS
We generally cannot accept returns for:
- opened or used skincare products, except where otherwise stated in this policy;
- products damaged after delivery;
- products returned without their original packaging;
- items marked as final sale, where permitted by law.
This does not affect any rights you may have under applicable consumer protection laws.
REFUNDS
Once we receive and inspect an approved return, we will notify you of the outcome.
If the return is approved, the refund will be issued to the original payment method.
After a refund has been submitted, processing time may vary depending on your bank or payment provider.
Original shipping charges are generally non-refundable unless the return resulted from our error or applicable law requires otherwise.
EXCHANGES
We do not currently offer direct exchanges.
If you would like a different product, you may return an eligible item under this policy and place a new order separately.
For damaged, defective, or incorrect products, please contact us before placing another order so we can review the issue first.
ORDER CANCELLATIONS
Orders begin processing shortly after they are placed.
If you would like to cancel an order, contact:
Please contact us as soon as possible after placing the order.
We will make reasonable efforts to accommodate cancellation requests, but cancellation cannot be guaranteed once an order has entered processing or has shipped.
If an order can no longer be cancelled, you may request a return after delivery if the item qualifies under this policy.
LOST ORDERS
If tracking indicates that an order may be lost in transit, contact:
Please provide your order number.
We will review the available tracking information and, where necessary, work with the carrier to investigate the shipment.
Depending on the circumstances, an eligible lost order may be replaced or refunded.
CONTACT US
For returns, refunds, cancellations, damaged orders, or general order questions:
CYGNAXIS Lab
Operated by GENSCI SINGAPORE PTE. LTD.
Customer Care
cygnaxislab@gmail.com
Phone
+1 617 251 0627
For product safety concerns or unexpected reactions:
Product Safety
cygnaxisofficial@gmail.com