Cancellation policy
Subscription Policy
Plain-Language Summary
- Cancel anytime — no fees, no lock-in, no minimum orders.
- We remind you at least 3 days before every renewal charge.
- Refund before dispatch — if your order hasn't shipped yet, we'll cancel it and refund you within 5–10 business days.
- No refund after dispatch — once the order has entered fulfilment, it cannot be recalled or refunded.
- Faulty or wrong item — always covered, regardless of subscription status.
- This summary does not replace the full policy below. In any conflict, the full policy governs.
Contents
- How Our Subscription Works
- Subscription Tiers and Pricing
- What Is Disclosed at Checkout
- How Billing Works
- Pre-Renewal Notifications
- Cancellation Rights
- When Cancellation Takes Effect
- Cancellation After a Charge — Before Dispatch
- Refund Policy for Subscription Orders
- Skip and Pause Options
- Failed and Declined Payments
- Re-subscribing After Cancellation
- Updating Your Account Information
- Disputes and Billing Concerns
- Changes to This Policy
- Applicable Law and Compliance
- Contact
1. How Our Subscription Works
Derma Renewal Lab offers an optional recurring subscription programme for its PDRN Micro-Infusion System. Subscription is entirely voluntary — a one-time purchase option is also available at checkout. No customer is enrolled in a subscription without taking deliberate, affirmative action at the point of purchase.
When you subscribe, you authorise Derma Renewal Lab to charge your saved payment method on a recurring monthly basis, at the cadence and price corresponding to your selected tier, until you cancel. Your subscription continues for an open-ended term with no minimum order commitment and no cancellation fee.
This Policy forms part of our Terms of Service and should be read alongside our Refund Policy, Shipping Policy, and Privacy Policy. In the event of any conflict between this Policy and another document, this Policy governs for all subscription-specific matters.
2. Subscription Tiers and Pricing
The following subscription tiers are available at the time of publication. Prices shown are in USD and exclude applicable taxes and shipping unless otherwise stated.
| Tier | Units per Shipment | Treatments Included | Subscription Price | Billing Cadence |
|---|---|---|---|---|
| 1-Month Supply | 1 bottle, 2 heads, 2 serums | 2 treatments | $117.00 | Monthly |
| 2-Month Supply | 2 bottles, 4 heads, 4 serums | 4 treatments | $140.40 | Monthly |
| 3-Month Supply | 3 bottles, 6 heads, 6 serums | 6 treatments | $175.50 | Monthly |
All tiers are billed monthly. You are not billed once per shipment interval — you are billed every calendar month regardless of the supply size you selected. Selecting a 2-month supply means you receive a larger shipment each month, not that you are billed every two months.
You may change your tier at any time through your customer account. A tier change takes effect at the next billing cycle. No partial refund or charge adjustment is issued for a tier change mid-cycle.
3. What Is Disclosed at Checkout
In compliance with the FTC Negative Option Rule (16 C.F.R. Part 425, as amended 2024) and the California Automatic Renewal Law (Cal. Bus. & Prof. Code §§ 17600–17606), the following information is displayed clearly and conspicuously on the product page, at checkout, and on your order confirmation before any subscription charge is processed:
- The subscription price for your selected tier
- The recurring billing cadence (monthly)
- The fact that your payment method will be charged automatically until you cancel
- The date on which the first charge will process
- A description of how to cancel, including a direct link to your account's subscription management page
- A link to this Policy in full
A mandatory, unchecked checkbox labelled with subscription consent language is presented at checkout. No subscription order can be placed without affirmative interaction with this checkbox. Pre-selected or pre-checked consent is not used.
Your order confirmation email repeats all of the above information and is sent to the email address provided at checkout within minutes of a successful charge.
4. How Billing Works
4.1 First Charge
Your first subscription charge is processed immediately at the point of purchase, at the price displayed at checkout inclusive of any applicable taxes and shipping. Your subscription renewal date is set to the same calendar date as this first charge.
4.2 Renewal Charges
Subsequent charges are processed on or around the same calendar date each month. If your renewal date falls on a date that does not exist in a given month (for example, the 31st in April, June, September, or November), the charge will process on the last calendar day of that month.
4.3 Authorisation
By completing your subscription purchase, you authorise Derma Renewal Lab and its payment processor to charge your saved payment method for the recurring amount on each renewal date until you cancel. This authorisation remains in effect until you cancel your subscription or until your subscription is otherwise terminated in accordance with this Policy.
4.4 Charge Amount
Each renewal is charged at the subscription price for your tier, plus any applicable state or local sales tax calculated at the time of the renewal, plus any applicable shipping charges. Tax amounts may vary between billing cycles based on changes in applicable law or your delivery address.
4.5 Price Changes
We will notify you by email at least fourteen (14) calendar days before any change to your subscription price takes effect. This notification will state the new price, the date from which it applies, and instructions for cancelling if you do not wish to continue at the new price. You may cancel before the price change applies with no penalty. Continued subscription activity after a notified price change constitutes acceptance of the new price.
4.6 Payment Methods Accepted
Subscriptions may be funded by any payment method supported by Shopify Payments at the time of sign-up, including major credit and debit cards. Payment methods tied to a subscription cannot be changed mid-cycle through the storefront alone — contact support@dermarenewallab.com to update your payment method if your account dashboard does not support self-service updates.
5. Pre-Renewal Notifications
Before each renewal charge, we will send a reminder email to the address on your account at least three (3) calendar days before your payment method is charged. This notification is required by the California Automatic Renewal Law and is provided as a matter of standard practice to all subscribers regardless of their state of residence.
Each pre-renewal notification will include:
- The exact charge amount (including tax and shipping where applicable)
- The scheduled charge date
- The products included in the upcoming shipment
- A direct link to skip the upcoming order
- A direct link to pause your subscription
- A direct link to cancel your subscription
- Contact information for support
It is your responsibility to ensure that the email address on your account is current, accurate, and accessible. We are not liable for missed notifications sent to an outdated, incorrect, or inaccessible email address.
Pre-renewal notifications are sent in addition to — not in place of — your right to cancel at any time through your account. If you do not receive a pre-renewal notification and wish to query a charge, contact us at support@dermarenewallab.com.
6. Cancellation Rights
You may cancel your subscription at any time, for any reason, at no cost, with no minimum number of orders required, and no cancellation fee. We do not impose any lock-in period. We do not require you to provide a reason for cancellation.
In compliance with the FTC's updated Negative Option Rule, cancellation is available through the same channel used to sign up (online) and through additional channels described below. We do not place cancellation behind retention screens, mandatory surveys, or multi-step flows designed to obstruct the process.
6.1 Online — Customer Account (Primary Method)
- Go to dermarenewallab.com and log in using the email address used at checkout.
- Click your account icon or navigate to "My Account."
- Select "Manage Subscription" from your account dashboard.
- Select the active subscription you wish to cancel.
- Click "Cancel Subscription."
- Confirm your choice when prompted.
- A cancellation confirmation email is sent to your account email address immediately.
This is the fastest and most reliable cancellation method. Cancellation takes effect the moment you confirm. No waiting period applies.
6.2 Email
Send a cancellation request to support@dermarenewallab.com from the email address associated with your subscription account. Your request must include:
- Your full name as it appears on the order
- The email address used at checkout
- Your order number or subscription reference number
- A clear statement that you wish to cancel your subscription
We will verify your identity against your account records and process your cancellation within one (1) business day of receiving a complete request. A written cancellation confirmation will be sent to your account email address. Business days are Monday through Friday, excluding US federal public holidays.
6.3 One-Click Link in Subscription Emails
Every subscription-related email we send — including pre-renewal reminders, order confirmations, and dispatch notifications — contains a direct cancellation link. Clicking this link cancels your subscription immediately and permanently. A confirmation email is sent automatically within minutes. No login, no survey, no further steps are required.
6.4 What We Will Not Do
- We will not require you to call a phone number to cancel.
- We will not make you navigate through multiple retention offers before reaching a cancellation option.
- We will not mark your cancellation request as unread or delay processing as a retention tactic.
- We will not require you to return unused product to cancel.
- We will not charge you a fee for cancelling.
7. When Cancellation Takes Effect
Cancellation takes effect immediately upon confirmation, regardless of the method used.
| Scenario | Outcome |
|---|---|
| You cancel before your next renewal date | No further charge is processed. No further order is generated. Subscription ends immediately. |
| You cancel after a charge but before the order enters fulfilment | Subscription cancelled. Eligible for a refund if order has not yet been processed for shipping. See Section 8. |
| You cancel after a charge and after the order has been processed for shipping | Subscription cancelled. The in-progress shipment will be delivered. No refund is available for that shipment. See Section 9. |
| You cancel mid-cycle (e.g., day 14 of a monthly cycle) | Subscription ends immediately. No partial refund is issued for the remainder of the cycle. No prorated credit applies. |
Cancellation of your subscription does not affect any order that has already entered our fulfilment system. An in-progress shipment will be completed and delivered as normal. Cancellation only stops future renewal charges and future orders.
8. Cancellation After a Charge — Before Dispatch
If a renewal charge has been processed but you wish to cancel before the corresponding order is dispatched, contact us as quickly as possible.
8.1 How to Request a Pre-Dispatch Cancellation
Email support@dermarenewallab.com with the subject line:
CANCEL BEFORE DISPATCH — [your order number]
Include your full name, account email address, and a description of the renewal charge you wish to cancel.
8.2 What Happens Next
We will check the fulfilment status of your order promptly upon receiving your request. Two outcomes are possible:
8.3 Fulfilment Timeline
Fulfilment typically begins within one (1) to two (2) business days of a successful renewal charge. We cannot guarantee the ability to intercept an order after this window. Time-sensitive cancellation requests are always best handled through the online account portal (Section 6.1) to stop future charges immediately, followed by an email to support if a pre-dispatch refund is also sought.
9. Refund Policy for Subscription Orders
9.1 Orders Not Yet Dispatched
A full refund is available for any renewal charge where the corresponding order has not yet entered fulfilment at the time we receive and act on your cancellation or refund request. See Section 8 for the process. Refunds in this category are processed within five (5) to ten (10) business days.
9.2 Orders Already Dispatched — No Refund
Once an order has been processed for shipping, no refund will be issued for that shipment. This applies regardless of when you cancel your subscription, regardless of whether the product has been received, and regardless of whether the product has been used.
Physical skincare and personal care products that leave our facility are not eligible for return or refund once shipped. This position is consistent with standard consumer product safety practice for hygienic goods and is permitted under applicable US consumer protection law.
9.3 Faulty, Damaged, or Incorrect Items
If a delivered subscription order contains a product that is:
- materially defective or does not function as described,
- physically damaged in a way attributable to packaging or transit, or
- a different product from what was ordered,
you are entitled to a replacement or full refund for that item, regardless of subscription status or whether the product has been opened. Contact support@dermarenewallab.com within fourteen (14) calendar days of delivery with:
- Your order number
- A description of the defect, damage, or discrepancy
- Photographs of the item and packaging where the issue is visible
Refunds for faulty, damaged, or incorrect items are processed within five (5) to ten (10) business days of our confirmation of the issue.
9.4 Unwanted Renewal Charges
We send a pre-renewal reminder at least three (3) calendar days before each charge. Where:
- a renewal reminder was sent to the email address on your account,
- the subscription terms were clearly disclosed and accepted at sign-up, and
- the corresponding order has been dispatched,
a refund request on the basis of forgetting about the subscription, not checking email, or not expecting the charge will not be approved. We may, at our sole discretion, offer a goodwill gesture in exceptional circumstances — for example, where there is evidence of a technical failure on our side that prevented delivery of the pre-renewal notification — but we are not obligated to do so and any such gesture does not create a precedent for future requests.
9.5 Refund Method
All approved refunds are returned to the original payment method used at the time of the charge. We do not issue refunds to a different card, bank account, or as store credit without your express written request. Refunds cannot be issued in cash.
10. Skip and Pause Options
You are not required to cancel your subscription to delay a shipment. The following options are available to active subscribers:
10.1 Skip a Shipment
You can skip a single upcoming shipment from within your customer account. Skipping a shipment:
- Moves your next charge date and dispatch date forward by one billing cycle
- Does not cancel your subscription
- Does not result in a refund for the current cycle
- Is available until the end of the business day before your scheduled charge date
You can skip multiple consecutive cycles if needed. Each skip must be actioned separately before the relevant charge date.
10.2 Pause Your Subscription
You can pause your subscription indefinitely from within your customer account or by emailing support@dermarenewallab.com. A paused subscription:
- Generates no charges for the duration of the pause
- Generates no orders for the duration of the pause
- Can be resumed at any time through your account or by emailing us
- Retains your original subscription pricing for up to six (6) months from the pause date
If your subscription remains paused for more than six (6) months, the then-current published subscription price for your tier will apply upon resumption. We will display the applicable price in your account and notify you by email before we resume charging, giving you the opportunity to cancel rather than resume at the new price if you prefer.
Pause requests submitted by email will be processed within one (1) business day. We will send confirmation of the pause and the conditions for resumption.
11. Failed and Declined Payments
If a scheduled renewal payment is declined by your bank or card issuer, the following process applies:
- Immediate notification — We will notify you by email as soon as a payment failure is recorded.
- Retry schedule — We will retry the charge up to three (3) times over the following seven (7) calendar days using the payment method on file. The retry intervals are set by our payment processor and may vary.
- Suspension — If all retries fail, your subscription will be suspended. You will receive a notification advising you to update your payment method.
- Reactivation — You can reactivate a suspended subscription at any time by updating your payment method through your customer account. Upon reactivation, a renewal charge will be processed immediately at the then-current price for your tier.
- Automatic cancellation — Subscriptions suspended for more than thirty (30) calendar days due to unresolved payment failure will be automatically cancelled. A final notification will be sent before automatic cancellation occurs, giving you an opportunity to update your payment details and avoid cancellation.
We do not ship any order against a failed, declined, or unresolved payment. No orders will be generated or dispatched during a payment suspension period.
Payment failures are typically caused by expired card details, insufficient funds, or fraud holds placed by your card issuer. We recommend keeping your payment method current in your account to avoid unintended service interruption.
12. Re-subscribing After Cancellation
You may re-subscribe at any time after cancellation by visiting dermarenewallab.com and placing a new subscription order. Re-subscribing after cancellation is treated as a new subscription and is subject to the pricing, terms, and policies in effect at the time of the new sign-up. Any discounted pricing tied to your original subscription is not carried forward to a new subscription unless explicitly stated in the applicable promotion.
There is no penalty, waiting period, or restriction on re-subscribing after cancellation.
13. Updating Your Account Information
You are solely responsible for maintaining accurate and current information in your account, including:
- Delivery address
- Billing address
- Payment method details
- Email address
- Phone number (if provided)
You can update any of the above through your customer account at any time, or by contacting support@dermarenewallab.com.
Orders dispatched to a delivery address that was on file at the time of fulfilment are not eligible for refund or free replacement where non-delivery results from an inaccurate or outdated address provided by the customer. We are not liable for delays, losses, or failed deliveries attributable to incorrect account information.
If you update your delivery address, the new address will apply to orders processed after the update. Orders that have already entered fulfilment will be dispatched to the address that was on file at the time of processing.
14. Disputes and Billing Concerns
If you have a concern about a subscription charge — including a charge you believe was made in error — please contact us at support@dermarenewallab.com before contacting your bank or card issuer. We aim to resolve all subscription billing queries within one (1) to two (2) business days.
Where a charge was made correctly in accordance with the subscription terms accepted at sign-up and the pre-renewal notification was sent to the address on file, we will explain the basis of the charge and provide documentation upon request. This documentation may include:
- Your subscription sign-up confirmation
- A record of the pre-renewal notification sent prior to the charge
- The subscription terms in effect at the time of the charge
- Shipping and fulfilment records for the corresponding order
If after reviewing this information you still believe the charge was made in error, we will consider your position and respond with a decision. If we determine that an error occurred on our side, we will issue an appropriate remedy.
15. Changes to This Policy
We may update this Policy at any time. The version of this Policy in effect at the time of your most recent subscription sign-up or renewal governs your subscription, except where a material change is made and notified in accordance with this section.
Material changes — defined as changes to billing cadence, cancellation methods, refund terms, or pricing structure — will be communicated to you by email at least fourteen (14) calendar days before they take effect. The notification will describe the nature of the change and the date from which it applies. You may cancel your subscription before the change takes effect with no penalty.
Non-material changes — such as corrections to typographical errors, clarifications that do not affect your rights, or updates to contact information — may be made without advance notice.
Continued use of your subscription after the effective date of a material change constitutes acceptance of the updated Policy.
16. Applicable Law and Compliance
This Policy is governed by the laws of the United States. Derma Renewal Lab's subscription programme is designed to comply with all applicable federal and state consumer protection statutes, including but not limited to:
- Federal Trade Commission Act (15 U.S.C. § 41 et seq.) — prohibiting unfair or deceptive acts or practices
- Restore Online Shoppers' Confidence Act (ROSCA) (15 U.S.C. §§ 8401–8405) — requiring clear material disclosure, informed consent, and simple cancellation for negative option marketing
- FTC Negative Option Rule (16 C.F.R. Part 425, as amended effective January 2025) — requiring cancellation to be as easy as sign-up, prohibiting deceptive save tactics, and mandating immediate cancellation upon request
- California Automatic Renewal Law (Cal. Bus. & Prof. Code §§ 17600–17606) — applicable to California residents, requiring clear disclosure of automatic renewal terms, a reminder before each charge, and simple cancellation
- All other applicable federal and state consumer protection statutes in force at the time of your subscription
Nothing in this Policy excludes, restricts, or limits any right you have under applicable federal or state consumer protection law. Where any term of this Policy conflicts with a right granted to you by law, the legal right prevails.
17. Contact
Subscription Support
For all subscription queries — cancellations, billing, skips, pauses, refunds, account updates:
Email: support@dermarenewallab.com
Response time: Within one (1) business day, Monday–Friday, excluding US federal holidays
We are committed to making cancellation as simple as signing up. If you experience any difficulty cancelling through the methods described in Section 6, email us directly and we will process the cancellation on your behalf within one business day.
