Returns and Refunds

RETURN, REFUND, AND CANCELLATION POLICY

LKS LLC (d/b/a Chinology) — our store

Last Updated: April 13, 2026

IMPORTANT NOTICE

This Policy is an integral component of our Terms and Conditions of Sale and Use. By completing any purchase on our store, you confirm that you accept and agree to this Policy in its entirety, including every eligibility requirement, limitation, and exclusion described below.

Please read this carefully before placing an order.

1. ORDER CANCELLATION

1.1 One-Time Orders

After an order has been submitted, it can no longer be canceled or changed. Processing of your order starts right after checkout so that we can ship and dispatch as quickly as possible.

Kindly verify every detail of your order before finalizing the purchase, including:

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

1.2 Subscription and Recurring Orders

A subscription cancellation has to be finalized no later than twenty-four (24) hours ahead of the next scheduled billing date.

You can manage, pause, skip, or cancel your subscription at any moment before the next billing date through the secure customer portal:

/a/loop_subscriptions/customer

Alternatively, email info@our store using the subject line "Cancel Subscription" and including the email address linked to your account.

Once a subscription payment is captured, the related order is automatically queued for shipment and can no longer be canceled, refunded, or redirected. Any cancellation request sent after billing will apply solely to future subscription cycles and will not affect the order already in process.

Subscription renewals occurring after the 30-day money-back guarantee window (set out in Section 2) are not eligible for any refund, whether or not the customer used the product, opened the packaging, or forgot to cancel before renewal.

It is the customer's sole responsibility to manage, modify, or cancel a subscription ahead of each renewal. A failure to do so is not grounds for a refund.

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

2.1 Eligibility

We provide a 30-day money-back guarantee on Chinology collagen masks, provided that ALL of the conditions below are satisfied:

  • First-time purchases only. The guarantee applies exclusively to your first order of a particular Chinology product type. Repeat orders, re-subscribed orders, or later purchases of the same product do not qualify.
  • One refund per customer. Each customer (aggregated across every email address, shipping address, billing address, phone number, and payment method tied to that customer) may receive a maximum of one (1) refund under this guarantee per product type, for life.
  • Unopened original packaging. The product must come back in its original outer packaging, with all inner blister seals, tamper-evident seals, and protective films intact. Any item with a broken seal, opened blister, removed protective film, or any indication of opening or tampering is ineligible.
  • Unused condition. The masks must never have been applied to the skin, not even partially or a single time.
  • Return request within 30 days. The request must be sent by email to info@our store within thirty (30) days of the confirmed delivery date displayed by carrier tracking.
  • Proof of purchase. The original order number, order confirmation email, or payment receipt has to be supplied.
  • Photographic proof of unopened condition. Clear photos of the unopened product (outer box, blister seals, and tamper-evident seals visible) must be supplied on request before a return is authorized.
  • One claim per order. Only a single return, refund, replacement, or compensation claim is permitted per order.

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

The items below are excluded from the 30-day money-back guarantee under all circumstances:

  • Any product that has been opened, unsealed, or used, even partially;
  • Any product lacking original outer or inner packaging, blister seals, or tamper-evident seals;
  • Subscription renewal orders (the second and any later shipments under a subscription);
  • Orders bought with promotional codes giving 80% off or more, unless stated otherwise 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 sent after the 30-day window has closed;
  • Orders from customers who already received a refund under this guarantee for the same product type;
  • Orders where the customer started a chargeback before reaching out to support (see Section 12);
  • Products bought through unauthorized resellers or third-party marketplaces (see Section 17).

2.3 Exchanges Void the Guarantee

Should you elect to exchange your product for any other product, size, variant, or bundle, the 30-day money-back guarantee ceases to apply to the exchanged item and 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. After it has been used, exercised, or forfeited (including by way of exchange, chargeback, or reshipment), it cannot be reactivated, transferred, or applied to later purchases.

3. HYGIENE AND PRODUCT CONDITION

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

For reasons of hygiene, safety, and regulation:

  • Products that have been opened, unsealed, used, or display any indication of use are not eligible for return or refund under any circumstances, no matter the reason cited by the customer, except as expressly provided in Section 9 (Damaged, Defective, or Incorrect Items) or Section 13 (Medical or Allergy Considerations).
  • Products have to be returned in their original condition and packaging, with every seal intact.
  • We reserve the right to inspect returned products and to decline any return that fails to meet the conditions above.

4. RETURN PROCEDURE

4.1 Initiating a Return

To start a return under the 30-day money-back guarantee, you must email info@our store with the details below:

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

4.2 Return Authorization

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

  • A Return Merchandise Authorization (RMA) number;
  • The warehouse shipping address;
  • Instructions for correct 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 permit destruction of the product instead of a physical return. In those cases, you will be asked to:

  • Record a brief video showing the unopened product being destroyed (cut, thrown into a trash bin, or otherwise made unusable);
  • Email the video to info@our store together with the RMA number.

Once destruction is verified, the refund is processed in accordance with Section 7. This option is granted at our sole discretion and is not a customer right.

5. RETURN SHIPPING AND RESPONSIBILITY

5.1 Customer Responsibility

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

We strongly advise using a tracked and insured shipping service. Chinology accepts no responsibility 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 only starts after the returned product has been received, inspected, and verified as meeting the eligibility conditions in Section 2.

6. RESTOCKING FEE

Every approved return is 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 the customer paid, 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

After the returned item is received and inspected (or the destruction video is verified), we will email you to confirm approval or rejection.

Approved refunds are returned to the original payment method within ten (10) business days of approval. Processing times may differ based on your bank, card issuer, or payment provider. Chinology is not accountable for delays caused by financial institutions.

Refunds will not be sent to a payment method other than the original one, except in exceptional cases (e.g., an expired card), at our sole discretion.

8. GOODWILL ACCOMMODATIONS (DISCRETIONARY, NOT A RIGHT)

Where a customer does not qualify for a refund under Section 2 yet reaches out to our customer service team, we may, at our sole and absolute discretion, extend goodwill accommodations, which can include:

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

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

A customer's acceptance of any goodwill accommodation constitutes a full and final resolution of the underlying matter, and the customer waives any further claim for refund, replacement, or compensation connected to the order in question.

9. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

9.1 Reporting

Claims regarding damaged, defective, or incorrect items must be reported to info@our store within ten (10) days of the confirmed delivery date.

Claims sent after this window will not qualify for replacement or refund, except where required by applicable law.

9.2 Required Evidence

You must provide:

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

Without adequate proof, claims are assessed at our sole discretion and may be declined.

9.3 Resolution

If a claim for a damaged, defective, or incorrect item is approved, we will, at our choice, provide:

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

Returning the damaged or defective item is not required unless we specifically ask for it.

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 deemed successfully delivered. Title and risk of loss passed to you when the product was delivered to the carrier, in accordance with our Terms and Conditions.

Responsibility transfers entirely to the customer once the carrier confirms delivery. Later loss, theft, or misplacement of a delivered package is not eligible for refund, replacement, or credit, except where covered by optional shipping protection bought at checkout.

10.2 Lost Packages (Carrier-Confirmed)

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

  • Written confirmation of the loss from the carrier;
  • A customer affidavit of non-receipt;
  • Completion of any investigation period the carrier requires (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, once loss is confirmed, issue a replacement or refund at our choice.

11. INCORRECT ADDRESS AND RETURNED-TO-SENDER PACKAGES

Customers are entirely responsible for supplying complete and accurate shipping information at checkout.

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

If a package comes back to our warehouse due to address problems, customer refusal, or being 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 reach out to our customer service team at info@our store before starting any chargeback or payment dispute with your bank, card issuer, or payment processor.

This gives us the chance to look into the matter and try to settle it amicably.

12.2 Chargebacks as Breach of Terms

Starting a chargeback without first contacting our customer service team, or in conflict with the terms of this Policy, is a material breach of our Terms and Conditions.

In such situations, 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 every associated email address, shipping address, phone number, and payment method;
  • Refuse future orders from the customer;
  • Pursue recovery of any refunded, reimbursed, or reversed amounts plus chargeback fees and reasonable collection costs.

12.3 Fraudulent Chargebacks

Chargebacks filed in bad faith — including chargebacks alleging non-receipt for orders the carrier confirmed as delivered, chargebacks alleging unauthorized charges on subscription renewals the customer previously consented to, 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 cannot use the product because of a documented medical condition, allergic reaction, or skin sensitivity that develops despite following the patch-test instructions in our Terms and Conditions, you may qualify for a refund under these conditions:

  • Contact info@our store within ten (10) days of the reaction beginning or being diagnosed;
  • Provide supporting medical documentation (a doctor's note, dermatologist report, photos of the reaction, or similar verifiable evidence);
  • Submit the claim along with your order details.

Every case is reviewed on its own. Minor irritation without supporting documentation may be eligible for a partial refund or goodwill accommodation at our sole discretion.

This Section does not apply where the customer failed to carry out 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 according to the instructions printed 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 can be reused up to five (5) times);
  • Proper cleaning and storage between uses;
  • Avoiding broken, irritated, or sensitive skin;
  • Following the patch-test requirement.

14.2 Misuse Voids Eligibility

Improper use, misuse, use contrary to instructions, use beyond the recommended frequency or duration, sharing the 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 makes no guarantee of specific cosmetic or aesthetic results, outcomes, benefits, or timelines. Testimonials and before-and-after imagery reflect individual experiences and are not guarantees of results. A lack of personal satisfaction with results is not, on its own, grounds for a refund outside the 30-day money-back guarantee set out 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 several free items are added because of a system or display error, only one will be honored.

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

If you return a paid product that earned a free gift, the free gift must either come back in unopened condition together with the paid product, or its retail value will be subtracted from the refund amount.

15.2 Bundles and Multi-Unit Orders

For orders that contain 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 depends on keeping all bundled items. Partial returns void the bundle pricing for the remaining items.

15.3 Deep Discount Promotions

Products bought at a discount of eighty percent (80%) or more 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 the specific promotion terms expressly state otherwise.

16. SHIPPING PROTECTION

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

Shipping protection covers only packages the carrier confirms as lost in transit or damaged during transit. After a package is marked "Delivered" by the carrier, shipping protection no longer applies and Chinology is not liable for any later loss, theft, or damage.

17. UNAUTHORIZED SELLERS AND RESALE

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

Products bought from 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 our store and its authorized direct-to-consumer subdomains are not eligible for any refund, replacement, guarantee, or customer service support.

Authenticity and freshness cannot be confirmed for products bought outside our authorized channels.

18. GIFT ORDERS

Orders bought as gifts for a third-party recipient are governed by the following rules:

  • Only the original purchaser (the person who placed and paid for the order) may 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 solely to the original purchaser's original payment method. We will not issue refunds to gift recipients by any means (cash, store credit, an 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 received a product as a gift and wish to file 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 through 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 in accordance with their refund processing terms, not directly to the customer;
  • Any installments already paid will be refunded; future scheduled installments will be canceled;
  • The timing and method of the 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 imposed 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 out in Section 9.6 of our Terms and Conditions, which are incorporated here by reference.

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

  • Requesting more than two (2) refunds within any rolling twelve (12) month period, aggregated across every account, email, address, phone number, or payment method tied to the customer;
  • Filing chargebacks on orders for which a refund has already been issued or offered;
  • Repeatedly claiming non-delivery for orders with confirmed carrier delivery;
  • Trying 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 found to display these patterns may have their accounts blacklisted, active subscriptions canceled 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 grants no rights to 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 granting 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 keeps 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 in Section 2 is a discretionary satisfaction guarantee and is separate from and independent of any rights the customer may hold 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 concerning 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, pandemics, governmental actions, or internet infrastructure failures.

22. POLICY ACCEPTANCE AND LANGUAGE

22.1 Electronic Acceptance

By completing checkout on our store, 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 under the Electronic Signatures in Global and National Commerce Act (E-SIGN Act) and applicable state law.

22.2 Language

This Policy is written and controlling in the English language. In the event of any inconsistency, translation ambiguity, or interpretation issue with a 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, at our sole discretion. Changes take effect immediately upon publication on our store.

The policy that applies to your order is the version in effect when the order was placed. We will keep 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 out in Sections 21 through 24 of our Terms and Conditions, which are incorporated here 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, return 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 about returns, refunds, cancellations, subscriptions, or this Policy, please get in touch:

LKS LLC d/b/a Chinology United States

Email: info@our store

By completing a purchase on our store, you acknowledge that you have read, understood, and agreed to this Return, Refund, and Cancellation Policy in full.