Refund policy

Cancellation Policy 

As we aim to process orders as fast as possible we advise you to get in contact with us at info@renoalabs.com as soon as possible after ordering if you wish to cancel.

Most cancellations can be done within 1-2 hours of ordering (although please note even within this time frame it may not always be possible). If this time frame has passed and your order has been processed, once you receive it you can return it to us for a refund.

 

Subscriptions 


If you select a subscription option at checkout, your order will renew automatically at the frequency you chose, and your payment method will be charged at each renewal until you cancel. By placing a subscription order, you agree to this recurring billing arrangement and acknowledge that it's your responsibility to cancel or make changes ahead of your next billing date.

You can cancel, pause, or skip your subscription at any time by clicking on the Subscription Portal on our website. Alternatively you can do it by emailing us at info@renoalabs.com. Cancellation requests must be received before your next scheduled billing date to avoid being charged for that cycle — once a renewal charge has been processed, it's considered a completed order and is not eligible for a refund. As with all orders, please contact us directly with any concerns before opening a payment dispute so we can help resolve it.

Our 60-day guarantee applies to subscription orders the same way it applies to one-time purchases, your order needs to be used consistently for the full 60 days before a refund can be requested on it. This guarantee only applies to the first subscription order of the Rescue & Reset Serum™. Cancelling your subscription stops all future charges, though it doesn't affect an order that's already been processed or shipped — that order will still be fulfilled as normal.

It's the customer's responsibility to cancel or make changes before their next billing date. We send reminder emails ahead of each upcoming charge, giving advance notice of the renewal and time to make any changes if needed.


Return & Refund Policy

We want you to love your scalp and feel confident using the Rescue & Reset Serum™. That’s why we offer a risk-free 60-day money-back guarantee.


60-Day Commitment Guarantee

We’re confident the Rescue & Reset Serum™ can help you achieve scalp relief — but we understand that everyone’s skin is different.

If you’ve used the Rescue & Reset Serum™ consistently for 60 days and haven’t seen the results you were hoping for, we’ve got you covered. You’ll have 30 days after your 60 day trial period to request a full refund — no return necessary.

To qualify:

  • Use the Rescue & Reset Serum™ as directed for a full 60 days

  • Take clear before and after photos to show your progress

  • Email us at info@renoalabs.com with your order number, photos, and a brief explanation of your experience

We use your feedback to improve and ensure our products truly work for everyone.

Note: This guarantee only applies to first-time purchases of the Rescue & Reset Serum™.

To start a return, you can contact us at info@renoalabs.com

Returns for Unused Items
If you purchased the product but haven’t opened or used it, you may return it within 60 days of receiving it. To be eligible, the item must be unused, unopened, in its original packaging, and in the same condition you received it.

To start a return, contact us at info@renoalabs.com. Our support team will respond within 48 hours. Please include your order number and reason for return.

If your return is accepted, we’ll send you instructions on how and where to send your package. Customers are responsible for return shipping costs.

*We reserve the right to refuse a refund if the above conditions are not met*


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Not withstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@renoalabs.com