Refund policy

Returns

Please contact Customer Service, support@larosanna.com, for an RMA (Return Merchandise Authorization). Orders returned to us with no RMA will not be processed.

Unopened Items: All returns initiated before 15 days from your delivery date will be refunded via your payment method after the return has been received. All returns after 15 days will be store credit and issued after the return has been received.

 

Opened/Used Items: For opened items, the return must be initiated and received by our offices within 30 days of the order purchase date. A restocking fee of 20% will apply and will be subject to approval.

 

For all items, if 30 days have passed since your purchase, we unfortunately can’t offer you a refund or exchange.

 

Note: To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging. Your order will not be eligible for return if you’ve used over 50% of the product or your order is beyond the allotted time of 30 days for return. Defective package may be an exception. Please note that items purchased as part of a kit or set must be returned in full in order to be eligible for a refund. Partial refunds will not be offered.

 

To complete your return, we require a receipt or proof of purchase.

 

Products Purchased Through Skin Consultations

We guarantee our products offered through our catalog, website, and staff; if an item you’ve purchased based on this advice turns out to be unsuitable, please let us know. Simply return the item for refund or store credit.

Shipping Protection (if applicable)

In an effort to provide more safety and peace of mind for our customers, we offer shipping protection on packages for an additional charge. Simply add the shipping protection to your cart at checkout to safeguard against any unforeseen hiccups that may arise. The protection will cover any lost, stolen, and damaged items in your shipment. You can file a claim by contacting our customer support team via email: support@larosanna.com

We always try our best to resolve issues for our customers as quickly as possible. By purchasing shipping insurance, completing a claim is easier, faster, and helps get any shipping issues resolved as quickly as possible.

 

Please note: The shipping protection fee is non-refundable in the event of a return or refund of the order.

Damage to items (if applicable)

If you haven’t received your order in full or any items in your order are damaged upon arrival, please reach out to Customer Service. Proof of receipt and pictures of the shipping box and contents must be photographed and sent to Customer Service. A shipping claim with documented proof must be filed before any credit or refund is issued for the order.

What should I do if my order shows delivered but I haven't received it?

If you're experiencing issues with locating your package despite the tracking status showing it as delivered, please follow these steps to assist in locating your item:

 

1. Confirm that the address provided for your order is accurate and complete.
2. Sometimes, packages are left in unexpected places for safety or convenience. Please check with household members, neighbors, or building management (as applicable) to see if the package was placed in a different location or received on your behalf.
3. The Courier delivery service may have more information on the package's delivery status or location. Contacting them directly or checking the tracking# online can often provide immediate insights.

 

Should you complete these steps and still cannot locate your package, please reach out to our customer service team via email: support@larosanna.com

Sale items (if applicable)

Only regular-priced items may be refunded, unfortunately, sale and promotional items cannot be refunded.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, please check your bank account line item details for any charges/refunds from Dermaesthetics. Then contact your credit card company, it may take 5-7 business days before your refund is officially posted. Alternatively, please contact your bank. There is often a processing time before a refund is posted.

 

If you’ve done all of this and you still have not received your refund, please contact us at support@larosanna.com

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@larosanna.com . If you are requesting an exchange, please remember to include sufficient payment for the return postage. Where applicable, please contact your local customs office for information about any taxes or duties that may be assessed on a return shipment.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

Fair Use

We maintain the right to determine, in its sole and absolute discretion, whether you are entitled to a refund and, if so, the amount of the refund you are eligible to receive. We reserve the right, in its sole and absolute discretion, to refuse to provide a refund or accept your order for any reason – including, but not limited to, if we deem your order to be suspicious or fraudulent in any way, any item not in its original condition, is damaged, or missing parts for reasons not due to our error, or any item that is returned more than 30 days after delivery.