Refund policy

Effective date: 2026-06-22. This policy applies to orders placed on or after that date.
Last updated: 2026-09-30. The version in effect when you placed your order governs that order.

In brief

  • First single bottle: our 90-day satisfaction guarantee lets you try your first single bottle and request a refund within 90 days after delivery. No return of the used bottle is required.
  • Unused product: a product in intact original packaging may be returned within 30 days after delivery.
  • Refund timing: after a voluntary return or guarantee claim is approved, we aim to start the refund within 1 to 2 business days. Your financial institution controls when the credit appears.
  • Return shipping: you pay for a voluntary change-of-mind return. We pay reasonable return costs when the problem is our error or a statutory cancellation right applies.
  • These voluntary benefits are additional to, and do not replace, rights under applicable consumer-protection law.

The NUCLEORA Radiance Promise: 90-day satisfaction guarantee

If your first purchase directly from nucleoraskin.com is one single bottle of NUCLEORA PDRN Radiance Serum and you are not satisfied after trying it, email hello@nucleoraskin.com within 90 days after delivery. Include your order number. If the claim is eligible, we refund the amount paid for that bottle, including sales tax charged on it, to the original payment method. You do not need to return the used bottle.

  • The guarantee applies only to a first order of one bottle, SKU NUC-PDRN-30, purchased directly from nucleoraskin.com.
  • It is limited to one satisfaction refund per customer, assessed using information reasonably necessary to enforce the limit, such as name, email address, shipping address, order information, and payment references available to us.
  • We may ask for proof of purchase and information reasonably needed to verify eligibility.
  • The voluntary guarantee does not cover a duplicate claim for the same order, fabricated or altered proof, or a material misrepresentation about eligibility. Before denying a claim on that basis, we will explain the reason and give you a reasonable opportunity to correct an error. This does not affect any mandatory right.
  • The guarantee never reduces a statutory right.

Voluntary return eligibility

Unused product

  • The return request is made within 30 days after delivery.
  • The bottle is unused and the original carton and other original packaging are intact.
  • You provide the order confirmation or other proof of purchase.

Opened product

  • An eligible first single bottle is covered by the 90-day satisfaction guarantee above.
  • An opened product with a defect or safety concern may be reported within 90 days after delivery. We will assess the circumstances and offer a refund or replacement when appropriate. This does not limit rights that apply after 90 days.

Not eligible for a voluntary change-of-mind return

  • Opened product outside the first-order satisfaction guarantee.
  • Product purchased from another seller. Please contact the seller shown on your receipt.
  • An item clearly disclosed as final sale before purchase, except where mandatory law provides a remedy.

How to start a return or claim

  1. Email hello@nucleoraskin.com with your order number, the item involved, and the reason for the request. For a product defect or safety concern, include a photo if one is reasonably available.
  2. We aim to confirm voluntary-policy eligibility within 3 business days.
  3. If a return is required:
    • for our error, a defective or incorrect item, an undelivered order, or a valid statutory cancellation, we provide a prepaid label or reimburse the reasonable return cost as required;
    • for an eligible voluntary change-of-mind return, you arrange and pay for tracked return shipping to NUCLEORA SKINCARE INC., 2155 Emerson St, Abbotsford, BC V2T 3H8, Canada; and
    • for an eligible satisfaction-guarantee claim on a used first bottle, no return is required.
  4. Where a return is required, we inspect it after receipt. After approval, we aim to start the refund within 1 to 2 business days.

Refund details

  • Refunds are issued to the original payment method for the amount actually paid after discounts, plus sales tax charged on the refunded amount.
  • Your financial institution controls the posting time. It commonly takes several additional business days after we submit the refund.
  • Discounts and promotional codes have no cash value and are not refunded separately.
  • If a paid faster-shipping option was displayed at checkout and you selected it, that optional fee is not refunded for a voluntary change-of-mind return. If the return is caused by our error or a statutory cancellation right applies, we refund the amounts required by law without deduction.

Bundles and multi-bottle orders

  • The Pair and The Trio may be returned as a complete, unused set in intact original packaging within 30 days after delivery for a refund of the bundle price.
  • A partial bundle return is not available as a voluntary change-of-mind return. A defective bottle or product-safety concern is assessed individually.
  • The 90-day satisfaction guarantee applies only to a first order of one single bottle.

Gifts and special situations

  • Gifts: contact us with the order number or enough information to locate the order. If the item qualifies for a return, the refund is issued to the original payment method. We may need to coordinate with the purchaser.
  • Incorrect address: contact us as soon as possible. We will try to correct the address before dispatch, but we cannot guarantee a change or reroute after the parcel has entered the carrier's network.
  • Tracking has not updated: if tracking has not updated for 3 business days after the shipping-confirmation email, contact us and we will investigate with the carrier.

Cancellations

  • If we can stop an order before it ships, we will cancel it and issue a full refund.
  • After shipment, the voluntary return rules above apply, without limiting any statutory cancellation right.

Lost, delayed, incorrect, or damaged orders

Contact hello@nucleoraskin.com promptly with your order number and, for visible damage or an incorrect item, a photo if reasonably available. We will investigate and provide the remedy required by law. Depending on the circumstances and your applicable rights, that may be a replacement, refund, or another agreed solution. A carrier claim does not reduce your rights against us.

Product-safety concerns

If you experience an unexpected skin reaction or have a product-safety concern, email safety@nucleoraskin.com with your order number, the lot number printed on the carton, and a description. Include a photo only if you are comfortable doing so. We aim to acknowledge safety messages within 1 business day, document and assess them, and notify Health Canada or another authority when appropriate or required by law. Difficulty breathing, facial or throat swelling, or another severe reaction may be a medical emergency. Contact emergency services first.

Subscriptions

If a subscription option is offered, its price, billing frequency, renewal terms, and cancellation method will be shown before purchase and confirmed in a separate subscription confirmation email. You may cancel at any time, before or after a renewal, without a cancellation fee, penalty, or minimum number of orders, through the customer-account method shown with the subscription or by emailing hello@nucleoraskin.com. Cancellation stops future renewals that have not already been processed. An order already processed or shipped is handled under this policy and applicable law. Any mandatory renewal notice, cancellation, or refund right continues to apply.

Your statutory rights in Canada

This policy offers voluntary rights in addition to mandatory consumer rights in your province or territory. Nothing in it waives or limits a right or remedy that cannot lawfully be waived or limited.

British Columbia

An online order may be a distance sales contract under British Columbia's Business Practices and Consumer Protection Act. The Act requires prescribed information before the contract is made and a copy of the contract within 15 days. Subject to the Act's conditions, a consumer may have cancellation rights if the required disclosure or contract copy is missing or inconsistent, or if the goods are not delivered within 30 days after the disclosed supply date. If no supply date was specified, the relevant period may run from the contract date.

For a valid statutory cancellation, we provide the refund and return arrangements required by the Act, including a refund without deduction within the statutory period and reasonable return costs where the Act requires them. To give notice, email hello@nucleoraskin.com with your order number and state that you are cancelling under your statutory right.

Quebec

A Quebec online order is subject to the distance-contract rules in the Consumer Protection Act. Before the contract is made, the merchant must disclose prescribed information and give the consumer an express opportunity to accept or decline the proposal and correct errors. A copy of the contract must be sent within 15 days in a form the consumer can easily retain and print.

Subject to the Act's conditions and time limits, a consumer may cancel if the required disclosure or contract-copy rules were not met. A cancellation right may also arise before delivery if the goods are not received within 30 days after the date specified in the contract or, if no date was specified, within 30 days after the contract was made.

For a valid cancellation, we refund the amounts required by law within 15 days after notice and pay reasonable return costs where required. If a required credit-card refund is not made within 15 days, the Act may allow the consumer to request a chargeback from the card issuer within the statutory time. Email hello@nucleoraskin.com to give notice. These summaries do not replace the rights and conditions in the Act.

This policy is available in French at nucleoraskin.com/fr/policies/refund-policy.

Contact

Returns and general inquiries: hello@nucleoraskin.com
Product-quality and safety concerns: safety@nucleoraskin.com
NUCLEORA SKINCARE INC., 2155 Emerson St, Abbotsford, BC V2T 3H8, Canada