At Régénère, every serum is custom-formulated for you — based on your skin profile, questionnaire responses, and personal skincare goals. Because your formula is made uniquely for you, our return and refund policy reflects the personalized nature of our products while keeping your care, safety, and satisfaction at the center of everything we do. 

This policy applies to customers within the United States. 

Order Cancellation Window 

Because your formula begins moving into production shortly after checkout, we offer a 2-hour cancellation window from the time your order is placed. To cancel within this window, please email hello@regenere.com with your order number as soon as possible. 

After this window, your order is considered in production and can no longer be cancelled or modified. 

Personalized & Made-to-Order Products 

Régénère personalized serums are custom-formulated specifically for you after your questionnaire submission. For hygiene, safety, and formulation integrity reasons, these products cannot be restocked, reused, or resold, and are therefore final sale once production has begun. 

A personalized order is considered in production once any of the following has occurred (after the 2-hour cancellation window above): 

By completing your purchase, you acknowledge that personalized serums are made-to-order and final sale once production begins. 

Standard Return Policy (Non-Customized Products) 

For eligible non-customized items (such as accessories, tools, or standard catalog products, where offered), we accept returns within 30 days of delivery, provided that: 

To initiate a return, please contact hello@regenere.com. 

Please note that original shipping charges are non-refundable unless the return is due to our error, and customers are typically responsible for return shipping costs. 

Skin Sensitivity & Adverse Reactions 

Your skin health and safety are our top priority. 

Because every individual's skin is unique, results and ingredient tolerance may vary from person to person. We strongly recommend performing a patch test on a small area (such as the inner forearm or behind the ear) for at least 24 hours before applying any new product to your face, particularly if you have sensitive, reactive, or compromised skin, or known allergies. 

If you experience persistent irritation, redness, rash, swelling, burning, or another unexpected adverse reaction, please discontinue use immediately and contact us within 30 days of delivery at hello@regenere.com. For these purposes, "persistent" means a reaction that does not subside within 48 hours after discontinuing use. 

To help us review your case, we may ask for: 

Every case is reviewed individually and with care by our customer care team. Depending on the circumstances, Régénère may offer, at its sole discretion, one or more of the following: personalized product guidance, a reformulation, a replacement, store credit, a partial or full refund, or another reasonable resolution. 

While we review every case thoughtfully, submission of documentation does not automatically guarantee a refund or other compensation. Resolutions may also be affected if a patch test was not performed prior to full application, or if the product was used in a manner inconsistent with our usage guidance. 

Damaged, Defective, or Incorrect Orders 

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at hello@regenere.com with: 

If approved, we will provide a replacement, store credit, or refund at no additional cost to you.

Non-Returnable Items 

The following items are not eligible for return or refund, except where required by applicable law or in approved adverse reaction cases: 

Refund Processing 

Approved refunds are issued to the original payment method used at checkout. Once your refund is issued by Régénère, please allow approximately 5–10 business days for the funds to appear in your account, depending on your bank or card issuer. 

Shipping fees are non-refundable unless the return is due to an error on our part. 

Disputes & Chargebacks 

If you have any concern about your order, we kindly ask that you contact our customer care team at hello@regenere.com before initiating a chargeback or payment dispute with your bank or card issuer. In nearly every case, we are able to find a resolution directly and far more quickly than the dispute process allows. 

Your State Law Rights 

Nothing in this policy limits any rights you may have under applicable U.S. federal or state consumer protection laws. Residents of certain states (including California and New York, among others) may have additional rights under local law, which this policy does not waive or restrict. 

Additional Product Information 

Régénère products are cosmetic products intended for topical skincare use only. They are not intended to diagnose, treat, cure, or prevent any disease or medical condition, and individual results may vary. 

You are responsible for reviewing ingredient information before purchase and for notifying us of any known allergies, sensitivities, current medications (such as topical retinoids or prescription skincare), pregnancy, or skin conditions that may affect product suitability. 

Contact Us 

For any questions about your order or this Return & Refund Policy, please reach out — we're always happy to help. 

Régénère Customer Care hello@regenere.com 

Last updated: 05/12/2026