Refund policy

Eligibility for Return 

We have a 5-day return policy for eligible items, which means you have 5 days after carrier confirms delivery of your item to request a return. We will email you a return label. All return labels must be shipped and scanned in at the carrier before they expire (28 days). After those 28 days returns will not be accepted. LEINE charges a 10% restocking fee off of the product cost for all approved returns. The original shipping cost and return shipping cost will not be refunded. If a return would lower an order total below the free shipping threshold, the shipping cost for that order will be deducted from the total refunded amount.

To be eligible for a return, your item must be in the same condition that you received it - pristine condition, UNOPENED, and in its original packaging any seals are intact. Any opened, damaged, soiled, or ineligible products returned to us will be discarded and cannot be reshipped out or refunded. No exceptions will be made. If you abuse this return policy, we reserve the right to refuse future returns.

Please note that the following brands and items are not eligible for return or refund: NOON Aesthetics, KrX, Corthe, Dermathod, Neogenesis, Thesera and Sale items. We encourage customers to review product details carefully before completing their purchase.

Thank you for your understanding.

To start a return, you can contact us at info@leinemedspa.com. If you request a return, you will be responsible for all shipping costs for the return.

Chargebacks

Customers agree not to use chargebacks as the primary method of dispute resolution as other options are available and our policy is to email us at info@leinemedspa.com. Customers are explicitly not entitled to chargebacks on missing orders marked "Delivered" by carriers if they did not select Signature Confirmation as the shipping method. Filing a chargeback will result in the immediate and permanent suspension of the user's account.

"Pre-Shipment, Awaiting Item"

LEINE packs and ships all orders the same or next day, Monday - Saturday. However, some events can prevent "origin scans" from the carriers registering acceptance of the package. These include but are not limited to: carriers not making their scheduled pickups, carriers not turning their pickups into the processing centers, processing center staff not scanning packages in a timely manner, processing center staff missing origin scans completely.

If you have received a confirmation email with a tracking number, your order has been packed and will be turned over to the shipping service on that or the next day. If a package is "stuck" on this status, that means the shipping carrier has missed an origin scan for one of the reasons mentioned above. The status will be updated by the carrier at the next stop in transit.

Shipping Times

LEINE makes a best effort to ship orders within 48 hours, Tuesday - Saturday. We ship orders via USPS, UPS, and FedEx and cannot guarantee a delivery date or speed of delivery. Delays from shipping carriers (due to holidays, weather, staffing, technology issues, etc.) are outside of our control and are not grounds for refunds or replacements.

Damaged/Incorrect Items

If you receive a damaged, faulty or incorrect item, please contact our customer service team info@leinemedspa.com. We will resolve this for you on a case-by-case basis. Please make sure you have photographic or video evidence to help us process your claim as quickly as possible.

Please note: Packaging may change from time to time. These updates do not affect the product formula. Packaging variations are not considered incorrect items. Products that have had a recent packaging change by the manufacturer cannot be returned or exchanged for alternative packaging.

Missing Packages Marked "Delivered"

Sometimes packages are incorrectly marked delivered. Carriers can pre-mark at the beginning of shifts, or when running behind in order to meet target metrics. Most packages marked delivered are received within the following 2 days. LEINE has no ability to address this issue.

If an order is marked "Delivered" by the carrier but you cannot find it, ask neighbors if they received it by mistake.  If your package has not arrived within 3 business days of being marked "Delivered," file a missing mail inquiry with the USPS here: https://missingmail.usps.com/.

LEINE cannot refund or replace a missing order marked "Delivered".

Incorrect Addresses

If a customer provides an incorrect address for shipping an order and that order is returned to LEINE, we can re-ship it to a corrected address as notified by the customer. Free shipping does not apply to this second round of shipping, the customer is responsible for the shipping cost. If a package is accepted and not returned from an incorrect customer-provided address, LEINE cannot refund or replace the order. If a package is marked "Return to Sender" or "Unclaimed" by the postal service and returned to LEINE, it is the customer's responsibility to notify us of the corrected shipping address. 

Adverse Reactions

We cannot refund or accept returns of opened or used products, even in the case of adverse reactions. If you have reactive or sensitive skin, it is highly recommended to book a consultation prior to purchase. If you have an adverse reaction to a product, we recommend you stop using it immediately and schedule a consultation to review your skin and adjust your skincare regimen.

Refund Process, Method, and Timeframe

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@leinemedspa.com. 

Exchange Policy

LEINE does not offer direct exchanges. If you need a different item, you must place a new order and return the original for a refund. Please see return policy. 

Subscription Policy

By enrolling in a subscription with us, you agree to a minimum commitment of three (3) subscription orders before cancellation is permitted. This policy allows us to provide exclusive subscriber benefits, including discounted pricing and priority stock availability.

After the third successful order, you may modify or cancel your subscription at any time through your account or by contacting our customer service team. If cancellation is requested before the minimum commitment is fulfilled, an early cancellation fee will apply. This fee is calculated based on the subscription savings received, with a minimum fee of $10.

Contact Information

info@leinemedspa.com

206-898-2263

Return Address

LEINE - The Seattle Acne Clinic & Wellness Spa

2366 Eastlake Ave E Suite 439 Seattle, WA 98102