Refund policy

Return & Refund Policy

We have a 30-day return policy. You have 30 days after receiving your item to request a return. To be eligible, your item must be unused, unopened, and in its original packaging with proof of purchase.

Please note: We are unable to accept returns on opened or used products for hygiene and safety reasons. Items marked as final sale are not eligible for return.

To start a return, contact us at concierge@jameskace.com. Items sent back without first requesting a return will not be accepted.

Damages, Defects & Missing Items

Please inspect your order immediately upon receipt. If your item arrives damaged, defective, broken, or if a product is missing from your order, contact us at concierge@jameskace.com within 7 days of delivery with the following:

  • Your order number
  • A clear photo of the damaged or defective item and its packaging
  • A photo of the shipping box if it arrived visibly damaged

Once verified, we will replace the item or issue a full refund at no cost to you. This applies to both US and international orders. Claims submitted after 7 days of delivery may not be eligible for replacement or refund.

Exchanges: Return the original item and place a new order once the return is accepted.

🇺🇸 United States Orders

  • Returns are accepted within 30 days of delivery
  • A prepaid return shipping label will be provided for approved returns
  • Refunds are processed to your original payment method within 10 business days of return approval

🌍 International Orders

  • Returns are accepted within 30 days of delivery
  • Customers are responsible for all return shipping costs — we do not provide prepaid international return labels
  • Original shipping charges are non-refundable
  • Any customs duties, taxes, or fees paid on the original order are non-refundable
  • Customs Seizures: It is the sole responsibility of the customer to understand their country's import regulations for skincare products before ordering. James Kace | MD Skincare is not liable for packages seized, held, or refused by customs, and no refund will be issued in these cases

European Union — 14-Day Cooling Off Period: If your order ships to the EU, you have the right to cancel or return within 14 days for any reason. Items must be unused, unopened, and in original packaging with proof of purchase.

Refunds

Once we receive and inspect your return, we'll notify you of the outcome. If approved, your refund will be processed within 10 business days. If 15 business days have passed since approval with no refund, contact us at concierge@jameskace.com.