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Refunds, Returns and Exchanges
Guarantees: Individual results may vary. We cannot give promises, time limits or guarantees of any kind. Corrective skin care incorporates product usage compliance, consistent sun protection, follow-up evaluations, professional treatments performed regularly, the role of genetics (family history), and a variety of lifestyle changes that must be adhered to on a longterm basis. These include stress, sleep, hormones, diet, water intake, medical conditions, medications, shaving/haircut habits, skin tampering, sun exposure, weight issues and more. There is no cure for acne and a variety of other skin conditions, but it can be successfully treated and controlled.
Since we can’t “go home with you” to monitor your lifestyle, health, and product use or misuse, we’re unable to offer a “Money Back Guarantee” on any regimen, product, treatment or series of treatments. No cash refunds. No missing product replacement after 24 hours of pick-up or receipt of shipment. No product returns or exchanges after ten days.
Prepaid appointments: Consultation appointments must be prepaid. For skin care services, we require a $50 non-refundable deposit, subject to our Cancellation Policy if they must be rescheduled. No cash refunds on prepaid appointments. No exceptions.
Returns & exchanges: Cosmetic and active ingredients occasionally cause sensitivity or an allergic reaction, which typically occurs within the first three days. In the event of a true allergy, stop using the problem product and call the office immediately or text us at 510.969.0444 immediately. We’ll call to discuss the problem and schedule an office visit and arrange to swap out the problem product if needed within ten days. Returns will not be accepted if more than 10% of the product has been used. No product returns or exchanges after ten days.
If the original product has a manufacturer defect or is damaged, an item is missing from your order, or you receive the wrong product, contact the office at once. Save all packing materials if a product arrives damaged. Any missing item must be reported with 24 hours of office pick-up or receipt of shipment. No exceptions. With prior written authorization within ten days of purchase only, a problem product can be returned and exchanged.
Returns sent to us without prior written return authorization cannot be accepted. Returned items are subject to inspection by our staff. All parts, pieces, printed materials, inserts, and original product packaging must be returned in original condition. Returned products may not be altered or used and be in the original container, including the box.
We reserve the right to deny returns or exchanges on the same product purchased and returned more than once. Returns that do not meet our Refund, Return & Exchange Policy criteria will not qualify for return/exchange and may be returned at the client’s expense or destroyed upon request. We are not responsible for return packages that may be lost or damaged in transit. It is recommended that you choose a method of shipping with tracking and insurance.
Scheduling: Please make every effort to schedule your appointment for a day and time that will work for you. If you are over 18, you are responsible for booking, securing and keeping your appointment. If you feel there’s a chance you’ll be unable to keep your appointment for any reason, please don’t schedule one until you’re certain about your plans and childcare situation.
WARNING: Due to a life-threatening shellfish allergy, you may not eat, prepare or be around shrimp, prawns, crab, imitation crab, or lobster for 48 hours before your appointment.
Prepaid appointments: Consultation appointments must be prepaid. A deposit is required for all skin care services. Prepaid appointments are non-refundable and subject to our Cancellation Policy if they are missed without notice or canceled late and must be rescheduled. No cash refunds on prepaid appointments. No exceptions.
Confirming your appointment: When we book your appointment, our scheduling software sends an email confirmation and then a text reminder. Once an appointment is booked, unless we hear otherwise in advance, we expect you to be there. We require a working phone number with voicemail in the event we need to reach you for any reason. When possible, we will call to confirm your appointment, but please don’t rely on us to “remind you” about your upcoming appointment. Whether or not we’re able to call to confirm, we expect you to show up or call to cancel with adequate notice.
Cancellation and no-shows: If you’re unable to keep your appointment, we require a full 24-hour notice by phone for weekday appointments and a full 48-hour notice for Saturdays. Our phone lines are answered 24 hours a day and voicemail messages are time-stamped.
Call the office at 510-370.3333 if you must cancel, reschedule, or running late for your appointment. We can’t schedule, reschedule, confirm, change, or cancel appointments via our text-only number. If you are a no-show or fail to cancel BY PHONE with the required notice, you’ll be assessed a $50 service charge, unless your appointment was prepaid.
Prepaid appointments are non-refundable and will become void if (a) you cancel at the last minute (less than 24 hours for weekdays or 48 hours for Saturday), (b) you arrive too late to be “worked in” to the schedule (even if you do wait), (c) you choose not to wait to be seen when you arrive late, (d) you arrive having handled or eaten shellfish, (e) you arrive with infants or children under 12, or (f) you fail to show up at all.
In the event of a true emergency, please call the office or text us immediately. Lack of childcare or eating shellfish are NOT emergencies and not valid reasons to cancel your appointment at the last minute.
Our Cancellation Policy allows us to keep our prices reasonable and gives us sufficient time to contact another client who may be waiting for a time slot. Without adequate notice, we’re unable to contact the clients on our waiting list who really need an appointment. If your treatment or consultation was prepaid or part of a package, prepaid treatment series, gift certificate or rewards voucher, failure to cancel with adequate notice will void that appointment. No cash refunds.
If you arrive late, you may have to wait to be “worked in” (if possible) because on-time clients have to be taken first. Late arrivals who choose not to wait, will be assessed a service charge, or have their prepaid treatment or consultation voided.
We welcome walk-ins and last-minute appointments if our schedule permits. On Saturdays, walk-ins may come in between 2:30 and 2:45 pm only and you may be required to wait. Saturday walk-ins not guaranteed.
Children & Guests
To maintain a peaceful environment and be fair to everyone, please do not bring infants and children under 12 to your appointments. Please make childcare and back-up childcare arrangements in advance. Keep in mind, lack of childcare is not a valid reason for a last-minute cancellation.
Unattended children under 12 may not wait in the reception area, parking lot or building lobby. Due to insurance guidelines, guests may not accompany clients into the treatment rooms. This includes infants, children, parents, relatives, friends, and others.
Gift Certificates, Vouchers & Expiration Dates
Gift certificates for goods and/or services can be purchased in any amount and given or sent to anyone of your choice. Gift certificates are valid until redeemed or replaced. They have no cash value and are not redeemable for cash by any party unless remaining value after use is less than $10.
Use of a gift certificate is subject to company policies, consistent sunscreen use, and any additional restrictions listed on the certificate. For safety reasons, the intake process, including consultation and completed paperwork, may be required for new clients who want to use a gift certificate for potent or active products and certain chemical peels.
We are not responsible for replacing lost or stolen gift certificates. Duplicate codes or photocopies will not be honored. Void where prohibited by law.
Reward vouchers are distributed to our current clients for loyalty, product refill purchase, client referrals, or as part of a promotional program. Vouchers are not Gift Certificates, are not purchased for cash or items of value, and are valid for 90 days from the date of issue. A voucher may be used to offset the cost of basic light peel services only, may not be used with any other service, discount, deal or promotion, may not be used toward a product purchase or facial, and are not transferable to others. They are subject to our Cancellation Policy, consistent sunscreen use, and all other company policies.
Services included in treatment packages, prepaid consultations, and rewards vouchers are subject to specific expiration terms, are non-transferable to others, and subject to company policies and consistent sunscreen use. No exceptions.
Privacy and Security
Our clients are at the heart of everything we do and your privacy is important to us. Part of our commitment to you is to respect and protect the privacy of the personal information you provide to us. We make every effort possible to assure the privacy of any information submitted to us. We have systems in place to protect this website and our office from anyone attempting to obtain personal information. We do not use personal information in any way that would allow it to be obtained by others. For this reason, we do not store credit card information on file for future purchases.
We will never provide your personal information to any company or individual not directly involved in your transactions with us unless you specifically request us to do so in writing. Parents and others may not ask our team to discuss treatment plans, share information, or book appointments for adult clients over 18. All clients over 18 must schedule, pay for, and confirm their own appointments.
The information provided on this website is intended for educational purposes only and not to be used in the place of medical advice, diagnosis or treatment.
We accept Visa, MasterCard, Discover, American Express, PayPal, debit cards and cash. We do not accept personal checks, third party checks, business checks, FSA cards, Medi-Cal or health insurance.
Please keep your belongings with you at all times. Remove earrings, rings, other jewelry, eyewear, hats, and accessories before your treatment and place them in your handbag, backpack, briefcase or pocket. We cannot be responsible for lost or stolen items.
We reserve the right to modify, discontinue or change pricing at any time, so confirm prices and other details when you book your appointment. We reserve the right to refuse to do business with anyone.
Payment is due at time of purchase and/or service unless prepaid. We currently accept debit cards, Visa, MasterCard, American Express, Discover, PayPal (firstname.lastname@example.org) and cash. Sorry, but we do not accept checks, third-party checks or money orders, travelers’ checks, FSA cards or health insurance.
If a product has a manufacturer defect or is damaged, an item is missing from your order or you receive the wrong product, contact the office at once. With prior written authorization within ten days of purchase only, a defective, damaged or incorrect product can be returned and exchanged. Please see our Refunds, Returns & Exchange Policy for details.
Gratuities are appreciated for our professional skincare services. The recommended range is 15% to 20% of the total price of the service provided, but the tip amount is left up to your discretion.
Missing products: A missing item must be reported with 24 hours of purchase or receipt by UPS.
Product use: Use home care products exactly as directed. To avoid dryness and irritation, do not apply too generously or too often. The only exception is sunscreen. Apply and reapply a generous amount of sunscreen as directed, even on overcast days. Contact us immediately if you have any problems, questions or concerns. Successful acne treatments deped on consistent use of corrective homecare to soften existing acne and reduce new breakouts.
Sunscreen: When requesting product refills and upgrades, a quick follow-up evaluation may be required. Consistent sunscreen use is mandatory and necessary to obtain the desired and expected results. You may be asked to provide visual proof that you have approved sunscreen and are purchasing it on a regular basis. Visual proof means a photo or screenshot of the sunscreen packaging showing active and inactive ingredients, product expiration date, and the receipt showing the date and item description. You will be required to purchase an approved sunscreen on a regular basis when purchasing our ‘active’ skin care products and getting professional treatments, especially peels.
We ship via United Parcel Service to credit card billing addresses only. For out-of-town sales, we accept debit cards, Visa, MasterCard, American Express, Discover, and PayPal (email@example.com). An adult over 18 must be available to receive and sign for packages.
We ship USPS to Hawaii, Alaska, and US military addresses only. We do not ship to P.O. boxes in the US.
Shipping/handling and applicable sales tax (California residents) is additional. Rush service and express shipping are available upon request on Tuesday, Wednesday, and Thursday (if time permits and we have the manpower) and will be subject to increased shipping and handling fees. Not available on Friday, Saturday, Sunday or Monday.
Minimum for US orders is $50, excluding sales tax (California residents), shipping and handling. If an order totals less than $50, an additional $5 handling fee will be added. Shipping and handling are additional and based on weight, final destination, shipping method, shipping speed, and distance.
We make every attempt to ship orders within two to three business days, but this cannot be guaranteed, especially if we’re short-handed or busy.
Orders received after 2 pm California time will not be shipped the same day. Orders received after 12 noon on Friday will be shipped the following Tuesday or Wednesday. We do not ship on Friday afternoon after 2 pm, Saturday, Sunday or Monday.
Because of complicated paperwork, international customs delays, and high import duty, we no longer ship internationally. We are able to ship to international brokerages located in the US.
To order our products, you must use an appropriate approved zinc oxide-based sunscreen on a daily basis, exactly as directed. In most cases, you will be required to purchase an approved sunscreen on a regular basis when you order other ‘active’ products.
We reserve the right to refuse to do business with anyone for any reason.