Return & Refunds
Last Updated: August 4, 2026
At SHEPHERD, we take great care in preparing each order. This Return & Refund Policy is disclosed prior to purchase to ensure transparency and fair dealing. No deceptive practices are used. Please review the following policy carefully before completing your purchase.
Returns, Refunds & Exchanges
Due to the personal, consumable, and hygienic nature of skincare products, all sales are final, and we do not accept returns or exchanges except where required by applicable law.
Limited Exceptions
Refunds or replacements may be considered solely at SHEPHERD's discretion, as determined by SHEPHERD in good faith, and only in the following circumstances:
- Products that arrive damaged during shipment
- Products that are defective due to a verified manufacturing error
- Documented severe allergic reactions, meaning an adverse reaction requiring medical evaluation or treatment and supported by reasonable documentation (e.g., a photograph of the reaction, a note from a healthcare provider, or a description of symptoms and timeline)
- Products that are materially incorrect due to a fulfillment error by SHEPHERD
Approval is not guaranteed.
Where approved, SHEPHERD reserves the right to issue a replacement or refund at its sole discretion. Where feasible, replacements may be issued prior to refunds.
Refund Method & Processing Time
Approved refunds will be issued to the original payment method used at checkout. Refunds will be processed within seven (7) to ten (10) business days following approval. Depending on your financial institution, it may take additional time for the refund to appear on your statement.
Non-Refundable Circumstances
Refunds will not be issued for:
- Dissatisfaction with results or expectations
- Normal skin adjustment, purging, irritation, or sensitivity
- Individual ingredient intolerance disclosed in the ingredient list
- Failure to perform a patch test
- Misuse, overuse, or use contrary to directions
How to Request Review
To request consideration, please contact support@shepherdskin.com within 10 days of delivery and include:
- Order number
- Clear photographs (if applicable)
- A description of the issue
- Any supporting documentation reasonably requested
For products damaged during shipment, we encourage notification within 48 hours of delivery to facilitate carrier insurance claims. Delayed notification may limit SHEPHERD's ability to recover from the shipping carrier on your behalf, though all requests submitted within the 10-day window will still be reviewed.
SHEPHERD reserves the right to request additional information to evaluate any request.
Shipping Delays & Lost Packages
SHEPHERD is not responsible for delays, damage, or losses caused by the shipping carrier after the package has been tendered for delivery. Claims for lost or undelivered packages must be submitted within thirty (30) days following the estimated delivery date and will be evaluated on a case-by-case basis. Where applicable, SHEPHERD will assist in filing claims with the shipping carrier. If a package is confirmed lost by the carrier, SHEPHERD may, at its sole discretion, issue a replacement or refund.
Chargebacks
Initiating a chargeback without first contacting SHEPHERD to seek resolution may, where permitted by law, result in limitations on future orders. We are always happy to work with our customers directly to address legitimate concerns.
Allergies & Sensitivities
Ingredient information is provided for transparency. Customers are responsible for reviewing ingredients prior to use and performing a patch test.
If irritation occurs, discontinue use immediately. SHEPHERD is not responsible for adverse reactions resulting from individual sensitivities, allergies, misuse, or failure to patch test.
If you are pregnant, nursing, or under the care of a healthcare provider, consult a qualified professional prior to use. SHEPHERD makes no representations regarding suitability for use during pregnancy or nursing.
Changes to This Policy
SHEPHERD reserves the right to update or modify this Return & Refund Policy at any time. The current version will be posted on the Site with an updated effective date. Changes will not apply retroactively to orders placed before the effective date of the revised policy.
Contact Us
If you have questions regarding returns or refunds, please contact:
Email: support@shepherdskin.com
Business: SHEPHERD
Legal Entity: SHEPHERD 33 LLC
Mailing Address: 3941 Park Drive, PMB 251, El Dorado Hills, CA 95762 United States
This Return & Refund Policy is incorporated into and governed by SHEPHERD's Terms of Service.