Refund policy

We want you to be happy with what you bought. If you are not, here is exactly how a return works.

The short version

Unopened items can be returned within 30 days of delivery for a refund to your original payment method. Opened items cannot be returned, because these are cosmetics. If something arrives damaged, broken or wrong, we replace it or refund it and you do not pay to send it back.

What can be returned

Any item that is unopened, unused and in its original sealed packaging, within 30 days of the day it was delivered to you.

What cannot be returned

Items that have been opened or used. These are skincare products applied directly to the skin, and once a seal is broken we cannot resell or restock them. This is a hygiene rule, not a preference.
Items returned more than 30 days after delivery.
Items without their original packaging.
Gift cards.

This does not apply to a damaged, defective or incorrect item. See below.

If something arrives damaged, defective or wrong

Email doctormauer@me.com within 30 days of delivery with your order number and a photograph of the problem. We will replace it or refund it, whichever you prefer. You will not be asked to return a damaged item at your own cost, and in most cases we will not ask you to send it back at all.

How to start a return

Email doctormauer@me.com with your order number and what you would like to return. Please do this before sending anything back — a parcel that arrives unannounced can take considerably longer to match to an order.
We will confirm the return and send you the address.
Pack the item in its original packaging, inside an outer box or mailer, and send it to us.

Return shipping

You pay return shipping on a change-of-mind return. We pay it when the item was damaged, defective or not what you ordered.

We recommend a tracked service. Until a return reaches us it is your parcel, and we cannot refund something we have not received.

Returns address

Human Medical, 629 Park Avenue, New York, NY 10065

Please email us before sending a return so we can expect it.

Refunds

Once the return arrives we will inspect it and email you either way. If it is approved, the refund goes back to your original payment method within five business days of that email.

How long it then takes to appear on your statement is your bank's timing, not ours. Most cards show it within five to ten business days. If more than fifteen business days have passed since we told you the refund was approved and you still cannot see it, contact your bank first, then contact us and we will send you the transaction reference.

Original shipping charges are not refunded on a change-of-mind return. They are refunded in full when the item was damaged, defective or incorrect.

Exchanges

The fastest way to exchange something is to return the unopened item for a refund and place a new order. That way the item you want is not held while a parcel travels back to us.

Cancelling an order

If your order has not shipped yet we can cancel it. Email us as soon as you can. Once it is with the carrier it has to come back as a return.

If you react to a product

Stop using it. Everything in this line is for external use only, and we ask you to patch test before first use. Then contact us — we would rather take it back than have it sit unused in your cupboard, and we will handle it case by case regardless of whether the seal is broken.