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Refund policy

Last updated: July 8, 2026

Our policy

We stand behind everything we make. If your Māteriā purchase isn't the right fit for you, you have twenty (20) days from the delivery date to request a return for a refund.

This policy applies to products purchased directly from materiaskin.com. Products purchased through any other channel, including unauthorized resellers, are not eligible for return through us — see our Terms of Service for more on authorized purchase channels.

What we accept

Within the 20-day window, we accept:

  • Unopened product in its original condition.
  • Opened product that has been lightly used, as long as most of the product remains.

We do not accept returns of:

  • Products purchased through a channel other than materiaskin.com (resellers, third-party marketplaces, or retailers we have not authorized).
  • Gift cards, samples, and any item designated as "final sale" at the time of purchase (for example, products offered as part of a limited-time promotion or gift with purchase).
  • Returns beyond one item per customer or household in a 12-month period.
  • Returns that indicate resale, product diversion, or other use inconsistent with personal or household use, consistent with our Terms of Service.

We reserve the right to refuse a return that does not meet these requirements.

How to start a return

To initiate a return, email us at support@materiaskin.com with the subject line "Return Request" and include:

  • Your order number
  • The product(s) you wish to return
  • The reason for the return (optional, but it helps us improve)

We will reply within 1-2 business days with a prepaid return shipping label and the return address. Please wait for the label before sending anything back — it lets us track your return and get your refund to you quickly.

Return shipping

We provide a free prepaid shipping label for returns within the United States. Once you have the label, drop the package at any authorized carrier location within 14 days of receiving it. We recommend keeping your drop-off receipt until your refund is processed.

Refunds

Once we receive and inspect your returned product, we will process your refund within ten (10) business days.

Your refund is issued to the original payment method. The time it takes to appear on your statement is set by your bank or card issuer and is outside our control.

What is and isn't refunded:

  • Product price: refunded.
  • Sales tax on the returned item: refunded.
  • Return shipping: free — we provide the prepaid label.
  • State retail delivery fees (Colorado, Minnesota): non-refundable, as required by state law. See our Shipping page.

You will receive a confirmation email once your refund has been issued.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, please contact us at support@materiaskin.com within 7 days of delivery with your order number, a description of the issue, and clear photos of the affected item(s) and the shipping packaging.

We will arrange a replacement at no cost, or, if you prefer, a full refund. You do not need to ship the original product back before we send a replacement. Please keep the affected item and its packaging until your claim is resolved.

Exchanges

We do not currently offer direct exchanges. To swap a product, start a return for a refund as described above and place a new order for the product you want.

Lost or stolen packages

If tracking shows your package was delivered but you have not received it, please follow the steps on our Shipping page. Lost and stolen package claims are handled separately from the return process.

Canceling an order

To request a cancellation, contact us at support@materiaskin.com as soon as possible after ordering. We process orders quickly and may not be able to cancel once an order has entered fulfillment. If we can cancel before fulfillment, you will receive a full refund.

Refused or undeliverable packages

If a package is refused at delivery or returned to us as undeliverable, we will treat it as a return and refund the product price, less any non-refundable state delivery fees. If you would prefer that we re-ship the package rather than refund it, contact us — re-shipment may be subject to additional shipping charges.

Fraud, abuse, and resale monitoring

As described in our Terms of Service, we monitor order and return activity for signs of fraud, product diversion, and abusive return patterns. We reserve the right to refuse a return, cancel future orders, or close an account when we believe in good faith that the activity is inconsistent with personal or household use. This protects both our customers and our brand from resale and abuse; it is not meant to second-guess legitimate dissatisfaction.

Questions

Email us at support@materiaskin.com with the subject line "Return Request" for any return-related question. Please include your order number when reaching out about a specific order.