Refund policy

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Cutiva Labs Return & Refund Policy

Last Updated: January 7, 2026

At Cutiva Labs, we believe in the power of professional-grade technology paired with scientific skincare. We want you to experience the full benefits of our High Frequency Wand, which is why we offer a 30-Day Money-Back Guarantee.

This policy specifically covers our High Frequency Wand bundles. Please read the requirements below regarding which items must be returned and the condition they must be in to qualify for a refund.

1. The 30-Day Money-Back Guarantee

We offer a 30-day trial period starting from the date your order is delivered.

2. How to Start Your Return

You must contact us before shipping any items back. To begin the process, email support@cutivalabs.com within 30 days of delivery with the following:

  • Your Order Number

  • A brief description of your experience/reason for return (e.g., didn't see results, skin sensitivity to the serum)

Important: Returns sent without prior email approval and a provided Return Authorization will not be processed.

3. Product Condition Requirements

To ensure a fair and sustainable policy, we have specific requirements for the return of hardware:

  • Original Packaging: The wand must be returned in its original box to ensure the glass components are protected during transit.

  • Multi-Unit Orders: If you purchased multiple wands (e.g., a "Gift Set" or "2-Pack"):

    • All additional units must be returned in their original, factory-sealed shrink wrap to be eligible for a full refund.

     

4. Return Shipping

Customers are responsible for all return shipping costs.

  • Safe Packing: Since the wand includes fragile glass electrodes, please ensure the original box is packed inside a rigid shipping carton with adequate padding (bubble wrap or paper).

  • Tracking: We strongly recommend using a tracked shipping service. Cutiva is not responsible for returns lost or broken during transit due to poor packaging.

5. Refund Processing & Fees

Once your device is received and inspected by our warehouse team, your refund will be processed within 5–10 business days to your original payment method.

Please Note:

  • Original shipping fees are non-refundable.

  • A Standard Shipping & Restocking Deduction applies to all refunds to cover initial logistics and device inspection. Approximate deductions (in USD):

    • US: ~$5 | UK: ~$4 | AUS: ~$5 | CA: ~$6 | EU: ~$5

  • Additional deductions may apply for payment processing fees or missing components (e.g., missing glass attachments).

Damaged or Defective Devices

If your product arrives with broken, please contact us within 48 hours of delivery.

  1. Email support@cutivalabs.com.

  2. Include clear photos of the damage and the shipping packaging.

  3. We will provide a prepaid label for the return of the defective unit and ship a replacement immediately at no cost to you.

Note: Cutiva reserves the right to deny any refund request that appears fraudulent, such as returning a product that has been physically tampered with or intentionally damaged.