Isomers Skincare Laboratories' Return Policy

At Isomers Skincare Laboratories, your satisfaction is our top priority. If you are not completely satisfied with your purchase, you may return eligible items within 14 days of the order date or within 14 days of receiving your order in cases of delayed delivery. 

 

  1. Return Requirements

  • Return Authorization Number (RAN): 

  • Obtain a RAN: Contact us via our Contact Us page or call us at our Toll Free number 1-855-940-2465 (Canada and US excluding Hawaii, Alaska, US Premium Routes, and 867 Area Code) or our local number (+1) 416-787-2465, press “1” (international charges may apply). 

  • Validity: RANs are valid for 7 business days from the issue date. 

  • Usage: Clearly write the RAN on the outside of your return package and include it in the inside documentation. 

 

  • Product Condition: 

  • Original Condition: Items must be in their original packaging and include all original components. 

  • Overused Products: Returns are not accepted for products that have been overused. 

 

  • Non-Refundable Items: 

  • Sale items 

  • Sets 

  • Gift cards 

 

  1. Return Shipping Costs

  • Responsibility: Customers are responsible for all shipping costs associated with returns. 

 

  1. Return Evaluation Process

  • All returns are subject to evaluation by our Quality Control team. 

  • Approval: Refunds are issued upon approval of the return and if the reason for the return is deemed valid. 

 

  1. How to Return an Item

Step 1: Initiate Your Return 

  1. Obtain a RAN: Contact us online or by phone to receive your Return Authorization Number. 

  1. Prepare Your Package: Ensure the item is in original condition and packaging. Include a copy of your receipt or a note with your order number, name, email, and phone number, along with the reason for return. 

 

Step 2: Address Your Return Package 

Use the following address for all returns: 

ISOMERS SKINCARE LABORATORIES 

105 Tycos Drive 

Toronto, Ontario M6B1W3 

Canada 

Attn: Returns Department 

 

Step 3: Choose the Appropriate Shipping Method 

  • United States Customers: 

  • Use: US Postal Service (USPS) with tracking. 

  • Customs Declaration: Declare value as $10 and description as "Goods being returned to manufacturer." 

  • Avoid: Courier services (e.g., FedEx) to prevent a minimum customs fee of $45. '

 

  • Canadian Customers: 

  • Use: Canada Post (any service level). 

  • Avoid: Courier services like FedEx; parcels sent via courier will be refused

 

  • International Customers: 

  • Use: Your local Postal Service (any service level). 

  • Customs Declaration: Declare value as $5 and description as "Goods being returned to manufacturer." 

  • Recommendation: Do not purchase insurance to avoid customs fees. 

 

Step 4: Ship Your Return 

  1. Label Your Package: Clearly write the RAN on both the outside and inside of the package. 

  1. Ship Within Time Frame: Ensure your return is shipped within 14 days of the order date or receipt of the order. 

  1. Retain Receipts: Keep copies of your purchase and shipping receipts for your records. 

 

  1. Refund Process

  • After receiving your return, our Quality Control team will evaluate the condition of the item. 

  • Approved Returns: Refunds will be processed to your original payment method. 

  • Processing Time: Please allow a few business days for the refund to appear in your account after approval. 

 

  1. Contact Us

If you have any questions or need assistance with your return, please contact our Customer Service: 

  • Phone:  

  • Toll Free 1-855-940-2465 (Canada and US excluding Hawaii, Alaska, US Premium Routes, and 867 Area Code)  

  • Local number (+1) 416-787-2465, press “1” (international charges may apply) 

  • Email: isomerscsr@isomers.ca 

 

Thank you for choosing Isomers Skincare Laboratories! We’re committed to ensuring your satisfaction and are here to help you every step of the way.