Refund & Returns Policy

Product Returns

To ensure hygiene, safety, and product integrity — and in line with industry standards — we are only able to accept returns on unopened, unused products that remain in their original packaging, including any outer wrapping.

To initiate a return for an online order, please contact us at skincare@lavanamed.com.

Due to the nature of our products and their shelf life, all return requests must be submitted within 30 days of the item being marked as “Delivered” by the courier.

Damaged or Incorrect Items

If your order arrives damaged or you receive an incorrect item, please email us at skincare@lavanamed.com right away. Include a photo of the item so we can assess the issue and make it right as quickly as possible.

Allergic or Adverse Reactions

If you experience a reaction — allergic or otherwise — to one of our products, please email contact@lavanamed.com with a photo of the affected area. Our Medical Director will review your case. While we’re unable to accept returns of opened or used products, you may be eligible for a store credit equal to the product value.

Free Gift with Purchase

If your order included a free promotional gift, it must also be returned unused and unopened in its original condition in order to receive a full refund. If the free gift is not returned, its retail value will be deducted from your refund.

Exchanges

We do not offer direct exchanges. If you’d like to receive a different item, we recommend returning the original (if eligible) and placing a new order once your return has been accepted.

Refunds

Refunds are not available for opened or used products. Once we receive and inspect your return, we’ll notify you of the refund approval. If approved, the amount will be refunded to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process the transaction.

If you have not received your refund within 15 business days of approval, please contact us.