Frequently Asked Questions
Because caring for your skin also means understanding it.
Purchase, Shipping, Return and Exchange Policy
HOW CAN I CREATE A PERSONAL ACCOUNT ON THE PBT SKINLAB WEBSITE?
The user (hereinafter, the User) can create a personal account by clicking on "My Account" and registering as a customer by filling in a series of personal data and choosing an access password, which will be used for successive purchases on our website.
HOW IS THE PURCHASE PROCESS?
To make a purchase, the User must follow the following process:
- The User must select the product(s) (hereinafter, "Product") from the website that he/she wishes to purchase.
- Once the User has selected the Product(s) he/she wishes to purchase, he/she must click on the "Add to Cart" button, and the Product(s) will be added to the cart.
- Once the selection of the Products has been concluded, a summary will appear with those selected. To continue, it will have to press the button "Finalize purchase".
- The User will have to identify himself/herself with the data of his/her account or complete the registration form.
- The User must choose the payment system and accept the General Conditions of Purchase.
- Once the order process is completed, the User will receive an email confirming the purchase made.
- After the confirmation of the shipment, the User will receive an email from the transport company with the tracking of his order.
- The User can use a coupon. These codes are valid for all Products offered for sale on the Platform until their expiration date. Unless otherwise stated in the description of the codes, (i) the codes are not cumulative with each other, (ii) the codes are not usable on shipping costs, (iii) the codes are not exchangeable or refundable (i.e. in case of a refund of the order paid with a code, the code is permanently lost), (iv) codes with monetary value are usable only once and only for an order for a total amount greater than the value of the code, (v) codes are not usable for an order already validated and (vi) codes cannot be converted into currency or transferred to a bank account.
WHAT PAYMENT METHODS ARE AVAILABLE?
The payment of the order will be made at the end of the purchase process and will be an essential condition for the successful completion of the order.
Payment for your order can be made by credit card (Visa, MasterCard, etc.), Google Pay, Apple Pay or Shop Pay.
As a general rule, all payments must be made in dollars.
WHAT TO DO IN CASE THE USER HAS NOT MADE THE PURCHASE?
If an undue or fraudulent charge is detected on the card used for purchases, you should contact PBT Skinlab and the corresponding bank. The way to do this with PBT Skinlab should be via email (info@pbtskinlab.us) as soon as possible so that the appropriate steps can be taken. In the case of the bank or the companies issuing means of payment may adopt anti-fraud measures, allowing the cancellation of operations or transactions carried out.
WHERE DO YOU SHIP THE PRODUCT AND HOW LONG DOES IT TAKE?
We ship throughout the United States.
Shipping times are 2-10 days, these times are approximate. These times are calculated on business days - Monday through Friday - because PBT Skinlab does not ship on holidays, Saturdays or Sundays.
In periods of promotions, sales and sales peaks, the waiting time may be longer. But we will always try to speed up the process to ensure the shortest delivery time.
PBT Skinlab is not responsible for any delay caused by:
- Incorrect or incomplete address.
- Failure to provide a contact telephone number.
- Strikes by our logistics providers.
- Adverse weather conditions or circumstances of force majeure.
If the User does not notice any external breakage in the package when receiving it, but when opening it he/she notices any damage caused by the transport, it is advisable to notify the transport company within 24 hours in order to record it and contact PBT Skinlab. Otherwise, it will be understood that the Product has been accepted as conforming.
Once this period has elapsed, the transport company will consider that the material sent is in perfect condition and will not be responsible for any damage.
WHAT SHIPPING METHODS ARE AVAILABLE AND HOW MUCH ARE THE SHIPPING COSTS?
Shipping methods and rates may vary by destination and order. Please check the shipping options available at checkout for the most up-to-date information.
CAN I MAKE A RETURN (RIGHT OF WITHDRAWAL)?
The User has a right of withdrawal, by virtue of which he/she may return the Product received, in accordance with the conditions set out below.
You may return the Products purchased provided that it is within a period of less than 14 days from the date of delivery of the Product. Once the 14 days have elapsed, it will not be possible to exercise the right of withdrawal.
In order to request a return, the User must provide the following information within 14 days from the date of receipt of the order:
- Date of receipt of the order and order number.
- Name of the product, quantity you wish to return.
- Reason for the return with images of the state of the product.
1- Our customer service team will process the information received. Our team will contact the customer and send him/her a prepaid return label to be placed on the shipping package.
2- Prepare the products in a box together with the original invoice. Place the prepaid label and take the package to any courier delivery location shown on our prepaid label.
3- At our reasonable discretion, we reserve the right to refuse to refund or exchange any product. If your request is approved, we will proceed to make the refund in the same payment method with which you purchased the products.
WHAT ARE THE CONDITIONS OF RETURN?
The User must bear the direct cost of returning the goods. In all cases, the Products to be returned must be in the same condition, in their original box/packaging and with the manuals, accessories or promotional gifts, if any, included. If this is not the case, the withdrawal cannot be exercised. The return of Products without the seal or if it has been tampered with will not be accepted.
The corresponding department of PBT Skinlab will verify that everything is correct and in perfect condition, authorizing the refund to the corresponding department and will communicate it to the User via email. Refund requests will be considered on a case-by-case basis. We reserve the right, at our reasonable discretion, to refuse to refund or exchange any product.
When the return is processed, we will proceed to make the refund, if applicable, with the same payment method with which you purchased the Products and within a maximum period that will depend on the bank with which you made the payment.
On the other hand, if the quality control upon receipt of the Product detects that it has been opened or tampered with, the return will not be accepted. In this case, at the User's request and according to his/her preference, PBT Skinlab will send back to the User the Product whose return has not been accepted - at the User's expense - or, alternatively, the User may pick up the Product at PBT Skinlab's premises.
WHAT HAPPENS IF THE PRODUCT IS IN POOR CONDITION OR DEFECTIVE (WARRANTY)?
The legal warranty of conformity applies when the Product shows a lack of agreement, for example, when the Product does not function according to the usual uses, or when it does not correspond to the description given.
As of January 1, 2022, the warranty period for Products is three years from delivery, but does not include deficiencies caused by negligence, knocks, misuse or mishandling, or materials that are worn out by use, among others. In this regard, products purchased prior to January 1, 2022 will be guaranteed for two years from delivery.
The warranty offered by PBT Skinlab will be invalid under the following circumstances:
- Blows and/or improper transportation.
- Tampering with any seal or identification/control label.
- Normal wear and tear.
In the event that the warranty is applicable, the User shall obtain the replacement of the Product. Alternatively, if replacement is not possible, the User may obtain a refund of the amount paid for the Product.
The User is exempted from providing proof of the existence of the lack of conformity of the Product during the two years following the delivery of the Product.
HOW CAN I MANAGE THE PRODUCT WARRANTY?
To do so, you must inform PBT Skinlab after receiving the Product by sending an email to info@pbtskinlab.us. PBT Skinlab will contact the buyer to indicate the steps to follow.
The buyer will pay the shipping costs until it is found that the conditions of the Product are not suitable, in which case the return costs will be refunded and, at the User's choice, we will proceed with the shipment of a replacement product or with the reimbursement of the amount paid by the User in the purchase of the Product. The refund will be made in the same payment method used for the purchase.
In the case of cancellation of an order purchased in whole or in part with a gift voucher or any other type of promotion, the amount you finally paid will be refunded with the discount applied.
CAN I RETURN A PURCHASE MADE IN A MED SPA?
It is not possible to exchange or receive a refund for Products purchased in Med Spas marketed by our brand through the Website.
We advise you to contact directly the point of sale where the purchase was made.
DO WE SELL ON AMAZON?
PBT Skinlab does not sell its products on Amazon. If you have purchased any of our products on this platform, we are not responsible for their condition or any problems arising from their use.
CAN I GET DISCOUNTS IF I SUBSCRIBE TO THE RECURRING PURCHASE OF A PRODUCT?
Yes, our product subscription feature has a great benefit for you: automatic discounts on the products you subscribe to.
TECHNICAL SUPPORT
Contact e-mail: info@pbtskinlab.us
Customer service hours:
Monday to Thursday from 09:00 to 17:00h.
Friday from 09:00 to 16:00h
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