Politique de remboursement
Refund, Return & Cancellation Policy Hepactiv PDRN Collagen Gua Sha Neck Wrinkle Cream — www.hepactiv.com
1. Order Cancellation & Modification
Hepactiv orders are processed and shipped quickly. We cannot guarantee any cancellation or modification once an order is confirmed.
To request a cancellation or modification, contact us immediately at contact@hepactiv.com. Subject line: "Cancel My Order" or "Modify My Order." Body: your full name and order number.
No cancellation is possible once your order has been picked up by our warehouse or is already in transit. If your package has already shipped, wait for delivery and follow the return procedure below if applicable.
2. Returns & Refunds
Important, please read carefully. This Product is a topical skincare cream applied to the skin. For hygiene and safety reasons, any product whose tube seal has been opened, used, or altered is permanently excluded from any return, refund, or exchange.
Any return of an opened or used product will be automatically refused and sent back to the sender at their own expense, with no refund issued.
Accepted return conditions (UNOPENED product only), within your 14-day right of withdrawal, all of the following must be met:
- Request made within 14 calendar days of receiving your package.
- Product unopened, original seal intact, labels attached.
- Product unused, in perfect condition.
- Proof of purchase (order confirmation or invoice) included.
3. 30-Day Satisfaction Guarantee (opened product)
This cream works with consistent nightly use. Many women notice an instant de puffed look after the very first use, while firmer looking, smoother looking neck and jawline skin typically builds with 3 to 4 weeks of nightly use. That is why we offer a 30-day satisfaction guarantee, with no product return required, for cases of genuine dissatisfaction.
This guarantee applies to customers who have used the product nightly as directed for a minimum of 2 weeks without noticing any visible improvement. In that case only, a refund request will be reviewed case by case, provided you supply:
- A detailed description of your use (frequency, duration, conditions).
- Your order number and proof of purchase.
- Any information confirming regular use.
No request submitted before 2 weeks of regular nightly use will be accepted, and all guarantee requests must be submitted within 30 days of the original purchase date. Hepactiv reserves the right to accept or decline any request that does not meet these criteria. Items purchased with a significant discount code or as part of a promotional bundle may be subject to specific conditions.
4. Return Procedure (unopened product)
Send your request to contact@hepactiv.com within 14 days of receiving your order, including your order number and reason for return. Our team confirms eligibility and provides you with the return address. Ship the item with a trackable service. For orders over $50, we recommend shipping insurance. Return shipping costs are your responsibility and are non-refundable. The item remains your responsibility until received by us. Packages without a tracking number cannot be processed.
5. Refund Processing
Once we receive your return (or approve your 30-day guarantee request), we carry out a verification. You will receive an email confirming either approval of your refund, or rejection if conditions were not met.
If approved, your refund is issued within 14 days to your original payment method. Original shipping costs are non-refundable, except in the case of cancellation before the order has shipped.
6. Late or Missing Refunds
If you have not received your refund within the expected timeframe, check your account, contact your bank (refunds typically take 7 to 14 business days to post), then your card issuer. If you still see nothing, email us at contact@hepactiv.com with your order number.
7. Exchanges
Exchanges are only granted if the product received is defective or damaged upon delivery, with a claim submitted within 14 days along with photos. No exchanges for opened or used products.
8. Timeframe Summary
| Situation | Timeframe |
|---|---|
| Cancellation | Immediately after ordering, before warehouse processing |
| Unopened product return | 14 days after delivery |
| Satisfaction guarantee | 30 days, after a minimum of 2 weeks of proven nightly use |
| Delivery | 5 to 12 business days after shipping |
| Refund processing | 14 days after receipt or approval |
| Bank posting time | 7 to 14 additional business days |
Hepactiv | www.hepactiv.com | contact@hepactiv.com
1309 Coffeen Avenue STE 1200, Sheridan, Wyoming, 82801, United States
Last updated: July 2026