Returns and refunds

RETURN, REFUND, AND CANCELLATION POLICY

LKS LLC (d/b/a Chinology) — us-chinology.com

Last Updated: April 13, 2026

IMPORTANT NOTICE

THIS POLICY FORMS AN INTEGRAL PART OF OUR TERMS AND CONDITIONS OF SALE AND USE. BY COMPLETING A PURCHASE ON US-CHINOLOGY.COM, YOU ACKNOWLEDGE AND AGREE TO THIS POLICY IN FULL, INCLUDING ALL ELIGIBILITY REQUIREMENTS, LIMITATIONS, AND EXCLUSIONS SET FORTH BELOW.

PLEASE READ CAREFULLY BEFORE PURCHASING.

1. ORDER CANCELLATION

1.1 One-Time Orders

Once an order is placed, it cannot be canceled or modified. Our fulfillment process begins immediately after checkout to ensure fast shipping and dispatch.

Please review all order details carefully before completing your purchase, including:

  • Shipping address;
  • Selected products and quantities;
  • Subscription enrollment (if applicable);
  • Payment method.

1.2 Subscription and Recurring Orders

Subscription cancellations must be completed at least twenty-four (24) hours before the next scheduled billing date.

You may manage, pause, skip, or cancel your subscription at any time prior to the next billing date via the secure customer portal:

https://www.us-chinology.com/a/loop_subscriptions/customer

Or by emailing info@us-chinology.com with the subject line "Cancel Subscription" and including the email address associated with your account.

Once a subscription payment has been processed, the corresponding order is automatically prepared for shipment and cannot be canceled, refunded, or rerouted. Any cancellation request submitted after billing will apply only to future subscription cycles and will not affect the order already processed.

Subscription renewals that occur after the 30-day money-back guarantee window (defined in Section 2) are not eligible for any refund, regardless of whether the customer used the product, opened the packaging, or forgot to cancel prior to renewal.

It is the customer's sole responsibility to manage, modify, or cancel their subscription prior to each renewal. Failure to do so does not constitute grounds for a refund.

2. 30-DAY MONEY-BACK GUARANTEE (UNOPENED PRODUCT ONLY)

2.1 Eligibility

We offer a 30-day money-back guarantee on Chinology collagen masks, subject to ALL of the following conditions being met:

  • First-time purchases only. The guarantee applies only to your first order of a given Chinology product type. Repeat orders, re-subscribed orders, or subsequent purchases of the same product are not eligible.
  • One refund per customer. Each customer (aggregated across any email address, shipping address, billing address, phone number, and payment method associated with the customer) is entitled to a maximum of one (1) refund under this guarantee per product type, lifetime.
  • Unopened original packaging. The product must be returned in its original outer packaging, with all inner blister seals, tamper-evident seals, and protective films intact. Any product with a broken seal, opened blister, removed protective film, or any sign of opening or tampering is ineligible.
  • Unused condition. The masks must not have been applied to the skin, even partially or once.
  • Return request within 30 days. The request must be submitted via email to info@us-chinology.com within thirty (30) days of the confirmed delivery date shown on carrier tracking.
  • Proof of purchase. The original order number, order confirmation email, or payment receipt must be provided.
  • Photographic proof of unopened condition. Clear photographs of the unopened product (outer box, blister seals, tamper-evident seals visible) must be provided upon request before return authorization is granted.
  • One claim per order. Only one return, refund, replacement, or compensation claim is allowed per order.

2.2 Not Eligible for the 30-Day Money-Back Guarantee

The following are excluded from the 30-day money-back guarantee under any circumstances:

  • Any product that has been opened, unsealed, or used, even partially;
  • Any product missing original outer or inner packaging, blister seals, or tamper-evident seals;
  • Subscription renewal orders (second and subsequent shipments under a subscription);
  • Orders purchased with promotional codes offering 80% off or greater, unless otherwise stated in writing;
  • Free gifts, promotional items, and bundled bonus products;
  • Shipping, handling, expedited shipping, and shipping protection fees;
  • Orders returned without prior authorization;
  • Refund requests submitted after the 30-day window;
  • Orders from customers who have previously received a refund under this guarantee for the same product type;
  • Orders where the customer has initiated a chargeback prior to contacting support (see Section 12);
  • Products purchased through unauthorized resellers or third-party marketplaces (see Section 17).

2.3 Exchanges Void the Guarantee

If you choose to exchange your product for any other product, size, variant, or bundle, the 30-day money-back guarantee no longer applies to the exchanged item or to any future order of the same product type.

2.4 Unique-Use Nature of the Guarantee

The 30-day money-back guarantee is a one-time satisfaction offer. Once exercised, utilized, or forfeited (including through exchange, chargeback, or reshipment), it cannot be reactivated, transferred, or applied to future purchases.

3. HYGIENE AND PRODUCT CONDITION

Chinology products are cosmetic topical products intended for direct application to the skin.

For hygiene, safety, and regulatory reasons:

  • Products that have been opened, unsealed, used, or show any sign of use are not eligible for return or refund under any circumstances, regardless of the reason invoked by the customer, except as expressly set forth in Section 9 (Damaged, Defective, or Incorrect Items) or Section 13 (Medical or Allergy Considerations).
  • Products must be returned in their original condition and packaging, with all seals intact.
  • We reserve the right to inspect returned products and reject any return that does not meet the conditions set forth above.

4. RETURN PROCEDURE

4.1 Initiating a Return

To initiate a return under the 30-day money-back guarantee, you must email info@us-chinology.com with the following information:

  • Order number;
  • Item(s) you wish to return;
  • Reason for return;
  • Full contact information (name, email, phone number, shipping address);
  • Clear photographs of the unopened product showing outer packaging, inner blister seals, and tamper-evident seals intact.

4.2 Return Authorization

Return requests are reviewed within five (5) business days of receipt. If approved, we will provide you with:

  • A Return Merchandise Authorization (RMA) number;
  • The warehouse shipping address;
  • Instructions for proper packaging and shipment.

Returns shipped without a valid RMA number will not be accepted, processed, or refunded, and the product will be discarded at the customer's expense.

4.3 Destruction in Lieu of Return (At Our Discretion)

For low-value orders, international orders, or at our sole discretion, we may authorize destruction of the product in lieu of physical return. In such cases, you will be required to:

  • Record a short video showing the unopened product being destroyed (cut, discarded in a trash bin, or otherwise rendered unusable);
  • Send the video by email to info@us-chinology.com along with the RMA number.

Upon verified destruction, the refund will be processed pursuant to Section 7. This option is offered at our sole discretion and does not constitute a customer right.

5. RETURN SHIPPING AND RESPONSIBILITY

5.1 Customer Responsibility

The customer is responsible for all return shipping costs and for ensuring safe transit of the returned product back to our warehouse.

We strongly recommend using a tracked and insured shipping service. Chinology is not responsible for returned packages that are lost, delayed, or damaged in transit.

5.2 Original Shipping Fees Non-Refundable

Original shipping fees, expedited shipping fees, and shipping protection fees paid at checkout are non-refundable under any circumstances.

5.3 Receipt at Warehouse

Refund processing does not begin until the returned product has been received, inspected, and verified as compliant with the eligibility conditions of Section 2.

6. RESTOCKING FEE

All approved returns are subject to a restocking fee of fifteen percent (15%) of the product subtotal.

Approved refunds will be issued for eighty-five percent (85%) of the product subtotal paid by the customer, excluding:

  • Original shipping fees;
  • Expedited shipping fees;
  • Shipping protection fees;
  • Taxes and duties (where retained by authorities);
  • Return shipping costs paid by the customer.

7. REFUND PROCESSING

Once the returned item is received and inspected (or destruction video verified), we will notify you by email of approval or rejection.

Approved refunds are processed to the original payment method within ten (10) business days of approval. Processing times may vary depending on your bank, card issuer, or payment provider. Chinology is not responsible for delays attributable to financial institutions.

Refunds will not be issued to a payment method different from the original, except in exceptional circumstances (e.g., expired card), at our sole discretion.

8. GOODWILL ACCOMMODATIONS (DISCRETIONARY, NOT A RIGHT)

In circumstances where a customer does not qualify for a refund under Section 2 but contacts our customer service team, we may, at our sole and absolute discretion, offer goodwill accommodations, which may include:

  • A discount on the next shipment;
  • A temporary subscription pause;
  • Free shipping on a future order;
  • A complimentary additional shipment;
  • A swap to a different Chinology product of equal or lesser value;
  • Store credit.

These accommodations are offered as goodwill gestures and do not constitute contractual rights, entitlements, or warranties. They may be refused, limited, modified, or withdrawn at our sole discretion at any time. No customer service representative, chatbot, AI agent, or automated system has authority to bind the Company beyond the terms of this Policy. Any offer of accommodation made outside this Policy is made ex gratia and does not modify the Company's legal obligations.

The acceptance of any goodwill accommodation by the customer constitutes a full and final resolution of the underlying matter, and the customer waives any further claim for refund, replacement, or compensation related to the order concerned.

9. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

9.1 Reporting

Claims for damaged, defective, or incorrect items must be reported to info@us-chinology.com within ten (10) days of the confirmed delivery date.

Claims submitted after this period will not be eligible for replacement or refund, except where required by applicable law.

9.2 Required Evidence

You must provide:

  • Order number;
  • Clear photographs showing the damage, defect, or incorrect item;
  • Photographs of the shipping box and packaging, including any visible damage to the outer packaging;
  • Description of the issue.

Without sufficient proof, claims are reviewed at our sole discretion and may be refused.

9.3 Resolution

If a damaged, defective, or incorrect item claim is approved, we will, at our option, issue:

  • A replacement product (shipped at our cost);
  • A refund to the original payment method.

Return of the damaged or defective item is not required unless specifically requested.

10. LOST OR UNDELIVERED PACKAGES

10.1 Carrier Confirmation as Conclusive Proof of Delivery

Packages for which the carrier has confirmed delivery (tracking status "Delivered," including without signature confirmation) are considered successfully delivered. Title and risk of loss transferred to you upon delivery of the product to the carrier, pursuant to our Terms and Conditions.

Responsibility transfers fully to the customer upon carrier delivery confirmation. Subsequent loss, theft, or misplacement of a delivered package is not eligible for refund, replacement, or credit, except where covered by optional shipping protection purchased at checkout.

10.2 Lost Packages (Carrier-Confirmed)

If the carrier confirms that a package is lost and the loss is not attributable to customer error (e.g., incorrect address), we will issue a free replacement upon:

  • Written confirmation from the carrier of the loss;
  • Customer affidavit of non-receipt;
  • Completion of any investigation period required by the carrier (typically 7 to 14 days).

10.3 Packages Not Scanned as Delivered

For packages that have not been scanned as "Delivered" by the carrier within thirty (30) days of shipment, we will investigate with the carrier and, upon confirmation of loss, issue a replacement or refund at our option.

11. INCORRECT ADDRESS AND RETURNED-TO-SENDER PACKAGES

Customers are solely responsible for providing complete and accurate shipping information at checkout.

Orders lost, delayed, refused, or returned to our warehouse due to incorrect, incomplete, or invalid shipping information provided by the customer are not eligible for full refund.

If a package is returned to our warehouse due to address issues, customer refusal, or uncollected at pickup points:

  • A 15% restocking fee will apply;
  • Original shipping fees will not be refunded;
  • Re-shipment (if requested) will be at the customer's cost.

12. CHARGEBACKS AND PAYMENT DISPUTES

12.1 Mandatory Pre-Dispute Contact

You must contact our customer service team at info@us-chinology.com before initiating any chargeback or payment dispute with your bank, card issuer, or payment processor.

This allows us to investigate the matter and attempt to resolve it amicably.

12.2 Chargebacks as Breach of Terms

Initiating a chargeback without prior contact with our customer service team, or in contradiction with the terms of this Policy, constitutes a material breach of our Terms and Conditions.

In such cases, we reserve the right to:

  • Contest the chargeback with full documentation, including order records, carrier tracking, delivery confirmation, electronic consent records, clickwrap acceptance, email correspondence, and this Policy;
  • Cancel any active subscriptions on the account;
  • Blacklist the customer across all associated email addresses, shipping addresses, phone numbers, and payment methods;
  • Refuse future orders from the customer;
  • Pursue recovery of any refunded, reimbursed, or reversed amounts plus chargeback fees and reasonable costs of collection.

12.3 Fraudulent Chargebacks

Chargebacks filed in bad faith, including chargebacks alleging non-receipt for orders confirmed as delivered by the carrier, chargebacks alleging unauthorized charges on subscription renewals to which the customer previously consented, or chargebacks filed after a refund has already been issued or offered, may be reported to appropriate fraud prevention networks, databases, and authorities.

13. MEDICAL OR ALLERGY CONSIDERATIONS

If you are unable to use the product due to a documented medical condition, allergic reaction, or skin sensitivity arising despite compliance with the patch test instructions set forth in our Terms and Conditions, you may be eligible for a refund under the following conditions:

  • Contact info@us-chinology.com within ten (10) days of onset of the reaction or diagnosis;
  • Provide supporting medical documentation (doctor's note, dermatologist report, photographs of the reaction, or similar verifiable evidence);
  • Submit the claim with order details.

Each case is reviewed individually. Minor irritation without supporting documentation may qualify for a partial refund or goodwill accommodation at our sole discretion.

This Section does not apply where the customer failed to perform the patch test required by our Terms and Conditions, used the product contrary to instructions, or used the product despite known contraindications.

14. PRODUCT USE, INSTRUCTIONS, AND RESULTS DISCLAIMER

14.1 Compliance With Instructions

Products must be used strictly in accordance with the instructions provided on the packaging, in the product insert, and on the Website. This includes, without limitation:

  • Use frequency (once daily for ten (10) minutes);
  • Maximum reusability (each mask is reusable up to five (5) times);
  • Proper cleaning and storage between uses;
  • Avoidance of broken, irritated, or sensitive skin;
  • Compliance with the patch test requirement.

14.2 Misuse Voids Eligibility

Improper use, misuse, use contrary to instructions, use exceeding recommended frequency or duration, sharing of product with third parties, or use by individuals for whom the product is contraindicated voids eligibility for any refund, replacement, guarantee, or goodwill accommodation.

14.3 Results Disclaimer

Individual results vary. Chinology does not guarantee specific cosmetic or aesthetic results, outcomes, benefits, or timelines. Testimonials and before-and-after imagery reflect individual experiences and are not guarantees of results. Absence of personal satisfaction with results is not, by itself, grounds for refund outside the 30-day money-back guarantee set forth in Section 2.

15. FREE GIFTS, PROMOTIONS, AND BUNDLES

15.1 Free Gifts

Promotional offers and free gifts are limited to one free item per order. If multiple free items are added due to a system or display error, only one will be honored.

Free gifts and promotional items have no cash value and are not refundable, returnable, or exchangeable.

If you return a paid product that qualified for a free gift, the free gift must either be returned in unopened condition along with the paid product, or its retail value will be deducted from the refund amount.

15.2 Bundles and Multi-Unit Orders

For orders containing bundled products or multi-unit packs:

  • Only unused, unopened, and eligible items may be returned;
  • Refunds will be prorated based on the value of the returned items, calculated at the non-promotional (regular) retail price, not at the bundled or discounted price;
  • Bundle pricing is contingent on retention of all bundled items. Partial returns void the bundle pricing for the remaining items.

15.3 Deep Discount Promotions

Products purchased at a discount of eighty percent (80%) or greater off the regular retail price (including our Anniversary Sale, Black Friday promotions, and similar deep discount events) are final sale and are not eligible for the 30-day money-back guarantee, unless expressly stated otherwise in the specific promotion terms.

16. SHIPPING PROTECTION

Optional shipping protection fees added at checkout are non-refundable once the order has been processed for shipment.

Shipping protection applies only to packages that are confirmed by the carrier as lost in transit or damaged during transit. Once a package is marked "Delivered" by the carrier, shipping protection no longer applies and Chinology is not liable for subsequent loss, theft, or damage.

17. UNAUTHORIZED SELLERS AND RESALE

Chinology products are intended for personal use only and are not authorized for resale.

Products purchased through unauthorized sellers, third-party marketplaces (including but not limited to Amazon, eBay, Walmart, TikTok Shop, Facebook Marketplace, and international grey-market importers), or any channel other than us-chinology.com and its authorized direct-to-consumer subdomains are not eligible for any refund, replacement, guarantee, or customer service support.

Authenticity and freshness cannot be verified for products purchased outside our authorized channels.

18. GIFT ORDERS

Orders purchased as gifts for a third-party recipient are subject to the following rules:

  • Only the original purchaser (the person who placed and paid for the order) is entitled to request a refund under the 30-day money-back guarantee. The gift recipient has no independent right to request a refund, credit, or replacement.
  • Refunds approved on gift orders will be issued exclusively to the original purchaser's original payment method. We will not issue refunds to gift recipients by any means (cash, store credit, alternative payment method, or otherwise).
  • The first-time purchase eligibility under Section 2.1 is assessed at the level of the original purchaser, not the gift recipient. If the purchaser has previously received a refund under this guarantee, the gift order is ineligible.
  • Gift recipients who have received a product as a gift and wish to initiate a claim for damage, defect, or incorrect shipment (Section 9) must do so through the original purchaser.

19. PAYMENT METHOD AND INSTALLMENT PLANS (BUY-NOW-PAY-LATER)

If your order was paid via a Buy-Now-Pay-Later, installment, or deferred payment service (including but not limited to Shop Pay Installments, Klarna, Afterpay, Affirm, PayPal Pay Later, or any successor service), refunds are subject to the following:

  • Refunds will be processed back to the installment provider pursuant to their refund processing terms, not directly to the customer;
  • Any installments already paid will be refunded; future scheduled installments will be cancelled;
  • The timing and method of refund to the customer are governed by the installment provider's own terms and are outside Chinology's control;
  • Interest, financing fees, late fees, or other charges assessed by the installment provider are not refundable by Chinology.

20. ANTI-ABUSE OF THIS POLICY

This Policy is subject to the Anti-Abuse provisions set forth in Section 9.6 of our Terms and Conditions, which are incorporated herein by reference.

Without limitation, we reserve the right to refuse any refund, replacement, credit, or accommodation to any customer who has exhibited a pattern of repetitive refunds, including:

  • Requesting more than two (2) refunds within any rolling twelve (12) month period, aggregated across any account, email, address, phone number, or payment method associated with the customer;
  • Initiating chargebacks on orders for which a refund has already been issued or offered;
  • Repeatedly claiming non-delivery for orders with confirmed carrier delivery;
  • Attempting to exploit promotional offers through multiple accounts, addresses, or payment methods;
  • Submitting false, manipulated, or misleading photographic or documentary evidence in support of a refund request.

Customers identified as exhibiting these patterns may have their accounts blacklisted, active subscriptions cancelled without refund, and future orders refused.

20.1 No Transfer or Assignment of Refund Rights

Any right to a refund, replacement, credit, or accommodation under this Policy is personal to the original purchaser and may not be sold, assigned, transferred, pledged, or otherwise conveyed to any third party, including but not limited to refund recovery services, chargeback consultants, consumer arbitration "mills," claim aggregators, or any other third party acting on the customer's behalf for commercial gain.

Any such attempted transfer is void and confers no rights on the transferee. We reserve the right to refuse any refund request submitted by or on behalf of a third party purporting to act for the customer for commercial consideration.

20.2 No Waiver

The Company's occasional grant of a refund, replacement, credit, or accommodation outside the strict terms of this Policy shall not:

  • Constitute a waiver of any of the Company's rights under this Policy;
  • Create an implied modification of this Policy or any prior course of dealing;
  • Establish a precedent or contractual obligation binding the Company in any future transaction;
  • Create any right for the customer or any third party to receive similar accommodations in the future.

Each accommodation is extended ex gratia, as a discretionary goodwill gesture, and on a case-by-case basis. The Company retains its full right to enforce the strict terms of this Policy with respect to all other transactions, including future transactions with the same customer.

20.3 Separate From Product Defect Warranty

The 30-day money-back guarantee set forth in Section 2 is a discretionary satisfaction guarantee and is separate and independent from any rights the customer may have under applicable product defect warranties, consumer protection statutes, or the provisions of Section 9 (Damaged, Defective, or Incorrect Items). Exercise, forfeiture, or denial of the satisfaction guarantee does not affect any rights the customer may have with respect to genuinely damaged, defective, or incorrect products.

21. FORCE MAJEURE

Chinology shall not be held liable for delays or failures in processing returns, refunds, or replacements caused by events beyond our reasonable control, including carrier disruptions, customs delays, natural disasters, labor disputes, supply chain issues, payment processor outages, pandemic, governmental actions, or internet infrastructure failures.

22. POLICY ACCEPTANCE AND LANGUAGE

22.1 Electronic Acceptance

By completing checkout on us-chinology.com, you affirmatively acknowledge that you have read, understood, and agreed to this Return, Refund, and Cancellation Policy in full, including all eligibility requirements, limitations, and exclusions.

Your electronic acceptance constitutes legally binding consent pursuant to the Electronic Signatures in Global and National Commerce Act (E-SIGN Act) and applicable state law.

22.2 Language

This Policy is drafted and controlling in the English language. In the event of any inconsistency, translation ambiguity, or interpretation issue with any translated version, the English version of this Policy shall prevail.

23. POLICY UPDATES

Chinology reserves the right to update, amend, or replace this Policy at any time, in our sole discretion. Changes take effect immediately upon publication on us-chinology.com.

The policy applicable to your order is the version in effect at the time of the order. We will retain archived versions of the Policy for reference in connection with prior orders.

It is your responsibility to review this Policy periodically for changes.

24. GOVERNING LAW AND DISPUTE RESOLUTION

This Policy is governed by the laws of the State of Wyoming, without regard to its conflict-of-laws principles, and is subject to the binding arbitration agreement, class action waiver, mass action waiver, and jury trial waiver set forth in Sections 21 through 24 of our Terms and Conditions, which are incorporated herein by reference.

25. RELATIONSHIP TO OTHER POLICIES

This Policy forms an integral part of our Terms and Conditions of Sale and Use. In the event of conflict between this Policy and the Terms and Conditions, the Terms and Conditions shall prevail, except with respect to matters expressly governed by this Policy (eligibility for refunds, returns procedures, and related operational rules), in which case this Policy shall prevail.

This Policy should be read together with:

  • Our Terms and Conditions of Sale and Use;
  • Our Privacy Policy;
  • Our Subscription Policy;
  • Our Shipping Policy.

26. CONTACT INFORMATION

For all questions regarding returns, refunds, cancellations, subscriptions, or this Policy, please contact:

LKS LLC d/b/a Chinology 33 North Gould Street Sheridan, WY 82801 United States

Email: info@us-chinology.com

By completing a purchase on us-chinology.com, you acknowledge that you have read, understood, and agreed to this Return, Refund, and Cancellation Policy in full.