Refund & Returns Policy
Last updated: 1/12/2026
At Cottonball, we understand that prescription skincare takes time and consistency. Every Cottonball formula is custom-compounded for each patient based on a licensed Provider’s clinical judgment. Our refund policy is designed to reflect how prescription skincare works in practice—balancing fairness, transparency, and clinical realities.
This policy explains our 60-Day Satisfaction Guarantee, subscription terms, and how refunds, replacements, and shipping issues are handled.
1. Our 60-Day Satisfaction Guarantee
We offer a 60-Day Satisfaction Guarantee on select prescription skincare products listed below.
If you have used an eligible product as directed and are not satisfied with your results, you may request a refund of the product cost within 60 days of delivery.
The 60-day period begins on the date your shipment is marked “Delivered” by the carrier.
Refunds apply to the product price only. Shipping fees, taxes, and add-on fees are non-refundable.
Refunds are issued to the original payment method whenever possible.
After 60 days, all sales are final. No refunds or credits are issued after the guarantee period ends.
2. Products Covered by Our 60-Day Satisfaction Guarantee
The 60-Day Satisfaction Guarantee applies only to the following Cottonball products:
VX.1 – Advanced Anti-Aging & Repair Complex
VX.2 – Wrinkle-Smoothing & Prevention Complex
VX.3 – Hormone Renewal Complex
VX.4 – Daily Skin-Brightening Formula
VX.5 – Undereye Smoothing & Brightening Balm
VX.6 – Precision Neck-Sculpting Complex
CX.1 – Advanced Dark Spot Treatment
Other products, if any, are not eligible unless expressly stated at the time of purchase.
3. About Results and Time to Improvement
Prescription skincare does not produce overnight results. Many active ingredients used in the products covered by the 60-Day Satisfaction Guarantee require several weeks of consistent use before visible improvement may occur.
The 60-day period is intended to provide a reasonable opportunity to evaluate whether a prescribed formula is right for you when used as directed. Individual results may vary, and specific outcomes cannot be guaranteed.
4. Subscription Orders
All Cottonball orders are subscription-based unless otherwise stated.
Canceling a subscription stops future shipments, but does not cancel or refund any shipment that has already been processed or delivered.
Each recurring shipment has its own independent 60-day money-back window.
5. Limits on Repeat Refunds
To maintain a fair and sustainable guarantee, we limit satisfaction-based refunds to one (1) per customer per 12-month period, regardless of how many products or formulas you have tried within that period.
Within the 60-day window, you may choose either:
A refund, or
A switch to a different Cottonball product and/or formula (with a credit/debit applied accordingly).
6. Custom Compounded Products
All Cottonball products are custom-compounded prescription skincare, prepared specifically for each patient. Because of this:
Products cannot be restocked, reused, or resold.
Returned or unused products are safely destroyed.
7. Discontinuation and Proper Disposal
If you cancel your subscription or discontinue treatment, you should properly dispose of any remaining prescription product. Prescription skincare should not be used without ongoing Provider supervision and should never be shared with others.
If you have questions about disposal, please contact our support team at support@cottonball.com
8. Stolen Packages (Delivered but Not Received)
If the carrier marks a package as “Delivered” but you believe it was stolen:
The issue must be reported to us within 30 days of the delivery scan.
We will, at our discretion, issue a replacement shipment..
Requests submitted after 30 days are not eligible for a replacement shipment or refund.
9. Lost Packages (No Delivery Scan)
If a package never shows a “Delivered” scan and appears lost in transit:
You must report the issue within 30 days of the ship date.
We will, at our discretion, reship the order.
Requests submitted after 30 days are not eligible for a reship or refund.
Tip: If tracking has not updated in 10 days, please reach out so we can help!
10. Incorrect or Damaged Orders
If you receive the wrong product or the order arrives damaged:
We will reship the correct item at no cost, and
The 60-day refund window resets beginning on the date the corrected shipment is delivered.
7. Fraud, Abuse, and Policy Misuse
We may refuse or limit refunds, reshipments, or guarantee rights if we reasonably believe:
The policy is being abused,
Refunds are being requested in bad faith, or
There is fraud, chargeback abuse, or repeated refund behavior inconsistent with normal use.