Refund policy

Effective date: 2026-06-22 (applies to all orders placed on or after this date).

TL;DR

  • The NUCLEORA Radiance Promise — a 90-day satisfaction guarantee on your first bottle. If you're not happy with it for any reason, we refund the product price — no need to send the used bottle back. One guarantee per customer, on your first single-bottle order (see below).
  • Unopened product: return within 30 days of delivery, in its original packaging, for a full refund.
  • Refunds are started within 1–2 business days of us approving your request; your bank typically posts the credit in another 3–5 business days.
  • Standard Canadian shipping is free. If you chose a paid express upgrade, that fee isn't refundable on a change-of-mind return.
  • For change-of-mind returns you arrange and pay return shipping. If the problem is on our side — or you're exercising a legal cancellation right — we pay it.
  • These benefits are in addition to your rights under Canadian consumer-protection law (see "Your statutory rights" below).

The NUCLEORA Radiance Promise — our 90-day satisfaction guarantee

We want you to feel confident trying NUCLEORA. If you bought your first bottle of NUCLEORA PDRN Radiance Serum directly from nucleoraskin.com, gave it a fair try, and simply aren't satisfied, email hello@nucleoraskin.com within 90 days of delivery and we'll refund the product price you paid. You don't need to return a used bottle.

  • Applies to your first order of a single bottle (SKU NUC-PDRN-30) purchased directly from nucleoraskin.com.
  • One satisfaction refund per customer (per person, email, and shipping address).
  • We may ask for your order number or proof of purchase.
  • This guarantee is in addition to — and never reduces — your legal rights.

Eligibility

Unopened product

  • Within 30 days of delivery.
  • Original carton intact and bottle unused (seal not broken).
  • Order confirmation or proof of purchase.

Opened product

  • Covered by The NUCLEORA Radiance Promise (90-day satisfaction guarantee) above (first order), or
  • At any time within 90 days of delivery for a safety concern (irritation, contamination, or a defect), with a photo where available — refund or replacement, your choice.

Not eligible for a voluntary return

  • Change-of-mind returns of opened product beyond the first-order satisfaction guarantee.
  • Products purchased other than directly from nucleoraskin.com. If you bought from an authorized retail partner, please contact that retailer; we can't accept returns for products bought through unauthorized third-party sellers.
  • Items clearly marked "final sale" at the time of purchase. (Our Pair and Trio bundles are not final sale — see "Bundles and multi-bottle orders.")

None of these exclusions limit your statutory rights below.

How to start a return or claim

  1. Email hello@nucleoraskin.com with your order number, the reason, and (for a safety concern on opened product) a photo.
  2. We confirm eligibility within 3 business days.
  3. Return shipping:
    • If the return is due to our error (wrong product, defective unit, or undelivered order) or you are exercising a legal cancellation right, we email you a prepaid return label.
    • For change-of-mind returns within our 30-day window, you arrange and pay return shipping to 2155 Emerson St, Abbotsford, BC V2T 3H8, Canada — we recommend a trackable method.
    • For a satisfaction-guarantee refund on a used first bottle, no return is required.
  4. Once we receive and check the returned item (where a return applies), we start your refund within 1–2 business days.

Refund details

  • We refund the amount you actually paid (after any discount) to your original payment method.
  • Refunds are started within 1–2 business days of approval; your bank typically posts the credit within another 3–5 business days.
  • Discounts and promo codes have no cash value and aren't refunded separately.
  • On a change-of-mind return, a paid express-shipping upgrade isn't refundable. If the return is our error, or you're exercising a legal cancellation right, we refund everything you paid with no deduction.

Bundles and multi-bottle orders

  • The Pair (2 bottles) and The Trio (3 bottles) can be returned as a complete, unopened set within 30 days of delivery for a refund of the bundle price.
  • Returning just one bottle from a bundle isn't available as a change-of-mind return. A single bottle that is defective or involves a safety concern is handled case by case — email hello@nucleoraskin.com.
  • The first-order satisfaction guarantee applies to a single-bottle first order.

Gifts and special situations

  • Gifts: if you received NUCLEORA as a gift, email us with the delivery address (and the giver's order number if you have it). For unopened product in original condition within 30 days, we'll issue store credit for the product value — no order confirmation needed.
  • Wrong address: if you entered an incorrect shipping address, contact us within 24 hours of ordering and we'll try to correct it before dispatch. Once a parcel ships we can't reroute it in transit, but we'll work with you on a resolution.
  • Where is my order: if your tracking hasn't updated within 3 business days of your shipping-confirmation email, email us and we'll investigate with the carrier on your behalf. During launches and promotions, processing may take up to 2 additional business days.

Cancellations

  • Orders cancelled before they ship: full refund.
  • Once shipped, an order is handled as a return.

If your order is lost or damaged in transit

If your order arrives damaged or doesn't arrive, email hello@nucleoraskin.com within 14 days of the expected delivery date, with your order number and a photo of any damage. We'll work with the carrier and arrange a replacement at no cost to you.

Safety concerns

If you experience an unexpected skin reaction or have a safety concern, email safety@nucleoraskin.com with your order number, the lot number (printed on the bottom of the carton), and a description. We take every safety report seriously, document it, and respond within 1 business day, and we notify Health Canada where required. A severe reaction (such as difficulty breathing or swelling) is a medical emergency — contact emergency services first.

Subscribe & Save (coming soon)

When our subscription program launches, you'll be able to cancel any time before your next order ships, with no cancellation fee, by emailing us or managing your subscription in your account. Orders already shipped at the time you cancel are handled under this Refund Policy. Full subscription terms will be published before the program goes live.

Your statutory rights (Canada)

The voluntary guarantee and returns described above are offered in addition to — and do not limit or replace — your rights under applicable Canadian consumer-protection law.

British Columbia

NUCLEORA SKINCARE INC. is a British Columbia company, and an order placed on this website is a "distance sales contract" under British Columbia's Business Practices and Consumer Protection Act (BPCPA).

Before you check out, and again in your order-confirmation email (your copy of the contract), we give you: our legal name, business address, phone number and email; a description of the product; the itemized price and the total price including all taxes, shipping and other charges; the currency (Canadian dollars); the expected delivery timing; and the payment terms.

BC law does not give a general right to cancel an online order simply because you changed your mind — our 30-day unopened return and our satisfaction guarantee are benefits we add on top of the law. The BPCPA does let you cancel your order and receive a full refund if:

  • we did not properly make the contract available to you, or your copy is missing required information or is inconsistent with what we disclosed to you before you bought; or
  • we do not deliver your order within 30 days of the delivery date we disclosed (or, if no delivery date was disclosed, within 30 days of your order date).

Where one of these statutory cancellation rights applies, we refund everything you paid, with no deduction, within 15 days of receiving your cancellation notice, and we pay the cost of returning the product. To cancel, email hello@nucleoraskin.com with your order number.

We will update this section to reflect amendments to the BPCPA that take effect on August 1, 2026.

Quebec

If you are a Quebec consumer, the Consumer Protection Act (Quebec) gives you additional rights for online ("distance") contracts. You may cancel and receive a full refund if: we did not give you the required information before you bought; we did not send you a copy of the contract in a form you can easily keep and print; or we do not deliver within 30 days of the agreed date. On a valid cancellation we refund everything you paid within 15 days and we pay the reasonable cost of returning the product.

You also have a credit-card chargeback right: if we are required to refund you and do not do so within 15 days, you may ask your credit-card issuer directly for a chargeback within 60 days of our failure to refund — you do not need our permission to do this. To exercise any of these rights, email hello@nucleoraskin.com.

A French version of this policy will be available before our first sale to a Quebec consumer.

Contact

General and returns: hello@nucleoraskin.com
Safety and adverse events: safety@nucleoraskin.com
NUCLEORA SKINCARE INC., 2155 Emerson St, Abbotsford, BC V2T 3H8, Canada