Refund policy

Returns

Obtaining an RMA

You may contact us either by email at shop@semilacusa.com or through the contact form on our site. Please reference your order number and explain the circumstances for your return. If you have any questions or doubts regarding your order or the return process, please contact us first so we can provide a clarification. A return can only be made after these points have been fully explained. Once our customer service staff has evaluated and approved your return request, we will send you return instructions.

Please note the following: Returns must be requested using the above email address or contact form. We will not authorize a return request via phone. This allows us to document every aspect of the return process to better serve our customers.

  • Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
  • Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error is not eligible for return. Additionally, any item that is returned more than 30 days after delivery is not eligible for return.
  • Claims submitted to management do not cover adverse reactions to the ingredients of the products; such reactions are considered individual matters and depend on genetic and environmental factors.

Defective Merchandise

Defective merchandise MUST be reported to Semilac USA within 72 hours of receiving the order. Upon contacting our customer service department, we will evaluate your claim and, if warranted, issue a Return Merchandise Authorization (RMA) or refer you to the product manufacturer for warranty replacement or repair. Upon receipt of your authorized return, the merchandise will be evaluated by our returns department to determine the best course of action. This may include, but is not limited to: a no-cost repair of the product, replacement of the product with an item of equal or greater value, a full purchase price refund (including shipping), or no credit or action at all, depending on case-by-case circumstances. Return shipping will not be prepaid; you must ship your return at your own expense. Reimbursements for return shipping charges may or may not be issued at our sole discretion.

Warranties

We reserve the right to forward all warranty issues directly to the product manufacturers or to refer customers to the manufacturers for all guarantees, defective merchandise, or warranty issues.

Shipping Errors

In the event you feel you have been shipped an order or received products that were shipped in error, you MUST contact us immediately. Upon our determination that a shipping error has occurred, we will issue an RMA and arrange for a reshipment or cross-shipment of your order.

Delivery Failure

We do not refund shipping costs, including for orders over $100 with free shipping, if the package is not collected, cannot be delivered due to an incorrect address, or for any other reason that prevents successful delivery.

Freight Damage

Freight damage or damage that appears to have happened during transit MUST be reported within 24 hours of delivery. Do not open the package unless instructed to do so by our customer service staff. We will notify the delivery carrier and initiate the return and claim processes and procedures. 

    Refunds

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If your return is approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.

      Late or missing refunds

      If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund, please contact us at shop@semilacusa.com.

        Sale items

        Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded.

          Exchanges

          We only replace items if they are defective or damaged. If you need to exchange an item for the same product, send us an email at shop@semilacusa.com.

            Gifts

            If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.  

            If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

              Shipping

              To return your product, you should mail it to: Warehouse - Office, to the address provided in the RMA.

              You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

              Depending on where you live, the time it may take for your exchanged product to reach you may vary.

              If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.