The return and refund policy is strictly limited to beauty products. Personalized services and clinic orders, including both partial and full payments, are not eligible for returns or refunds as it is a service. Please ensure that you understand this policy before completing your purchase, as all sales for services and clinic-related orders are considered final.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at customerservice@nescens.com. Returns must be sent to the following address:

Laboratoires Genolier SA, Route du Muid 5, 1272 Genolier, Switzerland.
Phone: +41 22 737 08 90 E-Mail-Adresse: customerservice@nescens.com

If your return is accepted, we’ll send you a return shipping label to add in your package (you will have to pay for the return shipping cost), along with instructions on how to send your package. Items returned without first requesting a return will not be accepted.

You can always contact us for any return questions at customerservice@nescens.com.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

Certain types of items cannot be returned, such as perishable goods, custom products (such as special orders or personalized items), and personal care goods (such as beauty and skincare products). Please get in touch if you have questions or concerns about a specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As stated above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

In Switzerland, you also have the right to cancel or return your purchase within 14 days of receiving your order. The item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return shipping costs are the responsibility of the customer.

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund as well.

If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@nescens.com.