Returns
Our Return Policy
We’re sorry to hear that our products did not meet your standard. If you are not satisfied with your purchase, you can return any unwanted products that are at least 25% full within 30 days from the date of delivery.
The following products are non-refundable and cannot be returned: sale items, sets, recurring subscription orders, and special web offers (buy one get one, bonus sizes, gifts with purchases, etc.)
Gift cards cannot be refunded or redeemed for cash except where required by applicable law.
Please note: You are responsible for shipping costs and the return of merchandise.
Additionally, all returns are subject to a 10% restocking fee which will be deducted from the total amount refunded.
All returns will be credited to the original method of payment. The refund will be issued upon processing of the returned product(s). An email confirmation will be sent when your return has been processed.
Exchanges
We unfortunately do not offer exchanges at this time.
Retail Partners
We do not provide refunds or exchanges for products purchased outside of Isomers.ca. Please contact the authorized retailer directly for inquiries regarding returns and exchanges.
How to Start Your Return Request Online
1. Please login to your account by clicking the ‘My Account Button’.
2. Click the ‘Orders’ tab, and choose the order you would like to make a return for.
3. Follow the provided instructions on the page.
All return requests will be processed within 3-5 business days.
If your return is rejected for any reason, an explanation will be provided.
Approved returns will be provided the return instructions and a RAN (Return Authorized Number).
- The RAN MUST be noted on the outside of the box and/or on your return document(s) inside the box.
- A RAN is valid for 7 business days after the issue date. Please ensure the returned goods are post marked within the 7 business day period.
We will not accept any unauthorized returns.
How to Start Your Return Request via Email
Please use the contact us form via our Contact Us page and/or email isomerscsr@isomers.ca your order number, reason for return, and what product(s) you would like to return.
Upon approval, you will be provided a RAN (return authorized number) and the relevant return instructions
If a return cannot unfortunately be accepted, we will provide an explanation and an alternative remedy if applicable.
Authorized Return Shipping Address
Please ship your authorized return to:
ISOMERS SKINCARE LABORATORIES
105 Tycos Drive
Toronto, Ontario M6B1W3 Canada
Attn: Returns Department
International Orders (Outside of Canada)
All international orders are required to be returned via your local Postal Service, unless otherwise directed.
For your protection, and to avoid inconveniences to your return we suggest:
- A total value of $5 declaration on customs forms
- Purchasing tracking services
- Saving a copy of your original purchase receipt and the shipping receipt for your records. Only merchandise received by our warehouse can be refunded.
Canadian Orders
Canadian customers are required to return any merchandise to Isomers via Canada Post.
DO NOT send via courier such as FedEx, UPS, DHL, etc as our warehouse will not accept these packages.
We suggest adding tracking services for your protection. Only merchandise received by our warehouse can be refunded.
Refunds Due to Missing/Stolen Orders
We are sorry to hear you did not receive your package. Typically, safe delivery is under the responsibility of the shipping courier themselves. However, please contact us via the form on our Contact Us page or by emailing isomerscsr@isomers.ca and we will do our best to resolve the matter.
Import Fees & Duties/Tariffs
We unfortunately cannot refund any duties and taxes as these are collected by the governing country.
Abnormal Return Activity
An abuse of our return policy i.e excessive returns will result in the suspension of the account and any associated accounts. If you believe a mistake was made, please contact us at isomerscsr@isomers.ca