Refund policy
Last updated: September 8, 2026
Returns
Unopened boxes
Changed your mind? Email hello@drcellx.com within 30 days of delivery and
we'll send a return label. Once it arrives back in resalable condition we
refund the product price. Original shipping isn't refunded, and there's no
restocking fee.
Opened boxes
For hygiene reasons we can't accept returns on opened sheet masks. If
something is wrong with the product itself, see below — that's on us.
Damaged, wrong, or missing items
Our mistake, our cost. Email hello@drcellx.com within 14 days of delivery
with your order number and a photo. We'll replace it or refund it — your
choice — and you keep the original.
Cancelling an order
We ship within one business day, so the window is short. Email
hello@drcellx.com as soon as possible. If it hasn't shipped we'll cancel and
refund in full. If it has, treat it as a return.
How to request a refund
1. Email hello@drcellx.com from the address you ordered with.
2. Include your order number (it's in your confirmation email, format #1001).
3. Tell us briefly what happened, and attach a photo if the item arrived
damaged or incorrect.
We reply within one business day and process approved refunds within 5
business days. The money goes back to the original payment method; your bank
may take another 3–10 days to show it.
Things we can't refund
* Opened boxes, unless the product arrived damaged, incorrect, or defective.
* Return requests made more than 30 days after delivery.
* Products bought somewhere other than drcellx.com — please go back to that
retailer.
* Orders where tracking shows delivery and the parcel was later taken from an
unattended location. We'll still help you open a carrier claim.
Your legal rights
Nothing here limits any right you have under U.S. consumer law that can't be
limited by contract.
Questions
hello@drcellx.com — real people, Seoul and U.S. hours. We reply within one
business day.