Refund policy
Refund & Return Policy
At Hyalore, we want you to be satisfied with your purchase. This policy explains our return, refund, and guarantee terms. By purchasing from us, you agree to the terms below.
90-Day Consistency Guarantee
Skin responds on its own timeline, so our guarantee is built around consistent use. To qualify, you must purchase and use 3 bottles of HV1 + Peptides continuously over a period of at least 90 days. If you have not seen results by the end of that period, contact us at support@hyalore.com with your order number(s) within 30 days of the end of the 90-day period and we will refund the purchase price of those 3 bottles in full. Orders of fewer than 3 bottles do not meet the 90-day consistent-use requirement and are not eligible for a refund under this guarantee. The guarantee may be used once per customer.
How eligibility is verified
Orders are tracked through your Hyalore customer account. When you request a refund under the guarantee, we confirm that your account shows at least 3 bottles ordered across a window of 90 days or more. This check exists so we can honor the guarantee fully for customers who have given the product a fair, consistent trial while preventing misuse. Ordering under the same account and email address each time keeps your record complete. Bottles purchased under different accounts or from unauthorized third-party resellers cannot be counted.
Subscribe & Save orders
Subscription shipments count toward the 3-bottle requirement in the same way as one-time purchases. Cancelling a subscription stops future charges but does not by itself trigger a refund of shipments already delivered; refunds remain subject to this guarantee.
How to Start a Return or Refund
To begin, email support@hyalore.com with your order number(s) and the reason for your request. Do not ship any product back to us until you have received return instructions. Returns sent without prior authorization may not be processed.
Condition of Returned Items
Because our products are personal-care and cosmetic items, we handle returns on a case-by-case basis for hygiene and safety reasons. We may request a photo of the product or packaging. We reserve the right to limit, decline, or adjust refunds for requests that fall outside this policy, including suspected abuse of our guarantee.
Refund Processing
Approved refunds are issued to the original payment method. Please allow 5–10 business days after approval for the refund to appear, depending on your bank or card issuer. Original shipping charges, if any, are non-refundable unless the return is due to our error.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us within 15 days of delivery at support@hyalore.com. We will arrange a replacement or refund at no additional cost once verified. This is separate from, and not subject to, the 3-bottle guarantee requirement.
Non-Returnable Situations
We may decline refunds where: the guarantee requirements above are not met; the request is made outside the stated windows; the product was purchased from an unauthorized third-party reseller; or there is evidence of guarantee abuse, including repeated refund requests across multiple orders or accounts.
Subscriptions
If you are enrolled in a subscription, cancellations are governed by the terms presented at the time of enrollment and in our Terms of Service. You may cancel future subscription charges at any time by following the cancellation instructions in your account or order emails, or by contacting support@hyalore.com. Cancellation stops future charges but does not automatically refund charges already processed.
Changes to This Policy
We reserve the right to update this policy at any time. The version in effect at the time of your purchase applies to that order.
Contact
Questions about returns or refunds: support@hyalore.com
Last updated: September 15, 2026