Refunds

All sales are final. We cannot accept any returns or refunds.

Exchanges

Customer is responsible for all shipping costs for exchanges if wrong item was ordered. If error was on our part, we will pay shipping costs. To be eligible for any exchange, whether error was due to our part or the buyer's part, item must be UNOPENED and shipped back to us within 7 days of customer receiving wrong item. Confirmation of package delivery date is verified through USPS tracking. Opened items and those past 7 days will not be eligible for an exchange.

Domestic Shipments Delayed, Lost, Damaged, Stolen, or Return to Sender

 

All shipping times are estimated, therefore there is no guarantee that a shipment will arrive within a specific timeframe.

On rare occasion, there have been some shipments delayed by several weeks. We cannot offer refunds or reshipments for delayed packages because the customer will still receive the package, just later than anticipated.

If your package is lost or damaged, please contact us so we can open an investigation and file a claim with USPS. The USPS policy for lost packages states that we must wait a 15 day period before filing the investigation because most times a package is delayed within the postal system, but not lost. If a package arrives damaged, we can file immediately. If the claim is granted, we will issue you a refund or reshipment. If a reshipped package also becomes lost or damaged, we will issue a refund (provided that the original order is still lost) instead of sending an additional reshipment. Customer may then choose to place a new order with the refunded funds if desired. If original order shows that it was ultimately delivered in the meantime, then a refund of the reshipped package will not be granted because customer received their purchased items.

Packages that are stolen (marked as delivered through tracking but have not been received by the customer) may or may not be eligible for a claim. This will be at the sole discretion of USPS. If your package is stolen, please contact us immediately so that we can open an investigation and file a claim with USPS. Please note that we have no control over the claim being granted and we cannot take any responsibility for stolen packages as once a package leaves our facility, it is out of our control. If the claim is granted, we will issue you a refund or reshipment.

USPS limits the claim period to 60 days from the time of shipping. If you contact us after this period expires, we cannot issue any refunds or reshipments for lost or damaged packages because a claim can no longer be filed. However we will always issue a refund for packages returned to our office (minus the shipping costs), even if this 60 day period expires. Domestic returns can take several weeks to be sent back to sender.

All shipping fees are non-refundable. Packages that are marked "return to sender" or that are un-deliverable for any reason will be re-shipped at the customer's expense. Carm Acne Skincare cannot take any responsibility for these situations because once a package leaves our facility, it is out of our control how USPS handles it's shipment & delivery. Additionally, free shipping for eligible packages is applied to the original shipment only. If a package is returned to us or is un-deliverable for any reason, customer will be responsible for the cost to have it re-shipped.

 

International Shipments Customs Fees, Shipping Time Frames, Lost, Damaged, Stolen or Delayed Packages

Please read the following very carefully as all international orders will be binded to this policy & procedure. Please note that the majority of international orders are delivered without any issue, however a small percentage of orders can have issues while in transit. All shipping fees are non-refundable, including but not limited to when packages are sent back to our office in the instances of unpaid customs fees, customs/airline refusals, unclaimed packages, undeliverable address, delivery attempt failures, etc.

All customs information is automatically generated on a digital customs form when the shipping label is created. We will not be able to provide any additional forms, documents, permits, or licenses beyond what is automatically generated on the digital customs form.

Customs Fees, Taxes, & Duties

International orders may be subject to customs inspections upon arrival in your country. All customs fees, taxes, and duties assessed by your local authorities are the sole responsibility of the customer. Carm Acne Skincare does not reimburse or cover these charges under any circumstances.

Customs regulations require that we declare the full value of the merchandise on your package. This declared value reflects the actual retail worth of the products, not the discounted or final price you paid. Please note that customs form information is automatically and digitally generated based on your order details. As a result, any complimentary or gifted items may not appear on the customs declaration. However, if your package is inspected, customs authorities may request additional pricing information to accurately assess the value of all items for duty and tax purposes. In some rare cases, they may assign their own value at their discretion for complimentary items. As a result, depending on your country's policy, you may be required to pay customs fees based on the product’s retail value, even for discounted or complimentary/gifted items. Such determinations are made exclusively at the discretion of the destination country’s import authorities and are outside of our control.

We are legally prohibited from marking packages as “gifts” or declaring a lower value to avoid customs charges. This includes promotional orders containing free/gifted items, which are still considered commercial shipments. Misrepresenting package contents or value violates federal law, so we cannot accommodate such requests.

For more information about customs procedures, fees, or import regulations, please contact your local customs office. It is the customer's responsibility to understand all requirements & obligations when placing an order.

Shipping Time Frames

Although the majority of packages arrive within the expected time-frame, occasionally a package can be delayed. All shipping time-frames, including Priority, are estimates. We make no guarantees that a package will arrive within a specific time-frame. See the Delayed Packages section below for details on how delays are handled.

Course Of Action for Delayed, Lost, or Damaged Packages:

USPS/Global Post limits the investigation/claim period to 90 days from the time of shipping. If you contact us after this period expires, we cannot issue any remedies because a claim can no longer be filed. However, we will always issue a refund for packages returned to our office (minus the shipping costs), even if this 90 day period expires. International returns can take as long as 3+ months to be returned back to sender.

We must follow USPS/Global Post policy as outlined below:

-We must wait 30 days AFTER the shipment date before we can open an official investigation. Prior to this time-frame, we can only rely on the information associated with the tracking number.

-Once the investigation is filed, it can take up to 32 business days for USPS/Global Post to coordinate with your country’s postal service and receive a response.

-If the package is confirmed lost or damaged, the claims process will begin. Refunds and reshipments are based on the service level chosen: Full value refund for Priority Shipping (*see information below on limits/exceptions) or $100 max value refund for First Class Shipping.

-If the package is simply delayed, unfortunately no refund can be issued. Transit times are always estimated, not guaranteed.

*Priority Shipping Claim Limits/Exceptions

USPS/Global Post places a maximum claim limit of $200 on Priority International shipments. In many cases, Carm Acne Skincare will personally cover the remaining value above this limit if a package is lost or damaged.

However, for certain countries or at certain times, the $200 limit will serve as the maximum reimbursement a customer can receive in the event of a lost or damaged package. Carm Acne Skincare will not cover the remaining value beyond this limit. This typically applies to destinations experiencing widespread or ongoing shipping issues, where it is unsustainable for us to make up the difference on multiple orders.

At checkout, it will always be clearly disclosed for Priority Shipping whether:

• Your order is fully covered for its entire value, or
• The maximum claim amount is capped at $200.

These coverage adjustments are made at our discretion based on current shipping conditions and sustainability, but will always be communicated upfront, allowing customers to make an informed decision, especially when placing higher-value orders where a $200 cap may apply. If a $200 claim limit is in place, please do not order higher than this value if you cannot risk losing the difference in the event that a lost or damaged shipment should occur.

Procedure for Reshipment Issues

If a reshipped package is also deemed lost, the resolution will depend on the status of the original shipment:

1) Original shipment ultimately becomes delivered.
If the initial package, previously deemed lost by USPS/Global Post, later shows as delivered according to tracking updates, this means the shipment was in fact delayed rather than lost. In this case, no refund or additional reshipment will be provided for the reshipped package, as the customer has received the purchased items. Please note that all shipping timeframes are estimated and not guaranteed; remedies are available only for packages that are truly lost or damaged, not delayed.

2) Original shipment remains undelivered.
If the initial package is still not delivered according to tracking updates, we will issue a refund rather than send another reshipment. The customer may then decide whether they wish to place a new order using the refunded funds.

 

None of our shipping options, including Priority, offer protection for the following:

-Incorrect/invalid/incomplete addresses. Please double-check that your shipping info is entered correctly at checkout.

-Missed pick-up windows or abandoned/unclaimed packages. If you rely on a notice from your local post office to alert you that your package is ready for pick-up, please note that we are not responsible if the notice does not reach you before the deadline. We recommend closely tracking your shipment and checking with your local post office for pickup status.

-Stolen packages. If your package is marked as delivered but goes missing, we are not responsible for stolen items. It is the customer’s responsibility to ensure that the shipping location is secure and can safely receive packages.

-Destination country's post office employee mistakes. These include but are not limited to the correct address being marked as invalid or a package being delivered to the wrong address. These situations must be disputed & investigated directly with the local post office by the customer. Insurance does not cover foreign postal employee mistakes.

-Customs or airline refusals, whether due to import policies or made at their discretion. It’s the customer’s responsibility to ensure the items ordered are allowed into their country. On occasion, customs officials or the airline may refuse a package at their discretion, even if the items are allowed to be entered into their country. Unfortunately, we have no control over these decisions.

-Postal strikes or labor disruptions. In the event of severe postal delays caused by strikes or labor disruptions, we are unable to reship or refund your order while it remains in transit. Your package is still on its way and will be delivered once postal operations resume. Please note that we exclusively ship via USPS and cannot accommodate reshipments through alternative carriers such as UPS, FedEx, DHL, etc.

-Any other circumstances not specifically listed above are also excluded from any remedy. The only exception is when an insurance claim is approved for a package confirmed as lost or damaged. No exceptions can be made.  

By agreeing to have your package shipped, you are agreeing to this policy and understand that we cannot issue a refund/reshipment/or remedy until the investigation has confirmed that your package is in fact lost, and not just delayed, or it is damaged. Further, investigations and claims/refunds/reshipments cannot be made for packages which are delayed, marked as delivered, stolen, or sent back to us for any reason including but not limited to: unpaid customs fees, airline or customs refusal, undeliverable address, delivery attempt failures, missed pick-up deadlines, etc.

IMPORTANT: PLEASE READ CAREFULLY BEFORE YOU PURCHASE ANY OF OUR KITS OR PRODUCTS. PURCHASE OF ANY KIT OR PRODUCT IS ACKNOWLEDGEMENT & AGREEMENT TO THESE TERMS & CONDITIONS, AND RELEASE OF LIABILITY.

Customer is not pregnant/breastfeeding nor plans on becoming pregnant/breastfeeding while on this program. In the event that customer does become pregnant, they will consult with their doctor before continuing to use any product or follow any advice given from Carm Acne Skincare/Luminosity Acne Skincare Inc. Further, customer acknowledges that pregnancy & breastfeeding hormones can make acne difficult to clear up.

Carm Acne Skincare/Luminosity Acne Skincare Inc makes ingredients lists available upon request. Customer acknowledges it is their responsibility to know the ingredients in any Carm Acne Skincare/Luminosity Acne Skincare Inc product before they purchase and acknowledges that product formulas can change without notice. Customer acknowledges it is their responsibility to make sure they are not allergic or sensitive to any ingredient in Carm Acne Skincare's/Luminosity Acne Skincare Inc's products. If customer is sensitive or allergic, they will not purchase these products. Customer agrees to always patch test products before use. Customer assume sole risk and responsibility in the case of an allergic reaction, skin sensitivity, any adverse reaction, or in the case of product misuse.

Customer acknowledges that new allergies can develop at any time when using skincare products, but especially those that contain benzoyl peroxide, acids, or retinoids.

In the event that customer experiences an allergic reaction/adverse effect/sensitivity to an ingredient/product, they will discontinue the product immediately and consult with their doctor before following any advice given by Carm Acne Skincare/Luminosity Acne Skincare Inc.

Customer acknowledges that misuse of products can cause injury, burns, hyperpigmentation, hypopigmentation, and other adverse effects or skin damage. Customer acknowledges that there is no set time frame for this to be corrected and in some cases may not be reversible. Customer assumes sole risk and responsibility by moving forward with the purchase of any Carm Acne Skincare/Luminosity Acne Skincare Inc product or kit.

Customer acknowledges that combining Carm Acne Skincare/Luminosity Acne Skincare Inc products with ones from other companies or using Carm Acne Skincare/Luminosity Acne Skincare Inc products while undergoing skin treatments can cause injury, burns, hyperpigmentation, hypopigmentation, severe increased inflammatory skin response, scarring, and other adverse effects or skin damage. Customer acknowledges that there is no set time frame for this to be corrected and in some cases may not be reversible. Customer assumes sole risk and responsibility by moving forward with the purchase of any Carm Acne Skincare/Luminosity Acne Skincare Inc product or kit. If an adverse reaction or skin damage occurs from a treatment, customer will seek guidance, remedies, and damages directly from that provider or their doctor. Customer releases Carm Acne Skincare /Luminosity Acne Skincare Inc of all risk and liability from any treatments that they receive from the provider.

Because skin can be unpredictable, customer acknowledges that even with correct use of products that injury, burns, hyperpigmentation, hypopigmentation, severe increased inflammatory skin response, and other adverse effects or skin damage may still occur. Customer acknowledges that there is no set time frame for this to be corrected and in some cases may not be reversible. Customer assumes sole risk and responsibility by moving forward with the purchase of any Carm Acne Skincare/Luminosity Acne Skincare Inc product or kit.  

Customer acknowledges that any costs associated with treatments, products, or remedies to reverse any skin damage is their sole responsibility and that Carm Acne Skincare/Luminosity Acne Skincare Inc will not reimburse or provide any type of compensation.

Customer acknowledges that dry skin, including flaking or a tight feeling, is a normal part of the clearing process and is comfortable with it occurring. Customer acknowledges that if they live in a cold or dry climate, the dryness may be more prominent.

Customer acknowledges that their level of commitment to our acne kits/products, as well as genetics, stress, lifestyle habits, diet, level of acne resistance, hormonal issues or medical conditions (including but not limited to PCOS), and prescription medications (see below) may make some acne cases very difficult or impossible to solve. Because each person’s skin and situation is unique, Carm Acne Skincare/Luminosity Acne Skincare Inc makes no warranties, guarantees, expressed or implied, regarding the effectiveness of any product or kit. 

Customer acknowledges that the following medications (including their generics) can make some acne cases very difficult or impossible to resolve: select birth control pills or IUDs, hormone medications, anticonvulsants, anti-depressants, marijuana, Levothyroxine & other thyroid supporting medications, Quinine, Gonadotrophin, Cyclosporin, Disulfuram. This is not a complete list, just the most common medications that can impede progress.

Customer acknowledges that this program is a continual method of acne management and not a cure. Occasional pimples will still occur and level of maintained clear skin is dependent upon continued commitment to program guidelines and customer's own individual skin.

Note for Melanin-Rich/non-Caucasian skin tones: African-American, Hispanic, Indian, Middle Eastern, Mediterranean, Asian and generally anyone without a Caucasian skin tone - Customer acknowledges that there is a risk of their skin hyperpigmenting or darkening while using acne products. This is most likely to occur in the mouth/chin area, however it is also possible to occur in any area that the products are used. Customer acknowledges that Carm Acne Skincare/Luminosity Acne Skincare Inc does not guarantee that this will not occur even when precautions are taken, because darker skin tones are naturally prone to hyperpigmenting. Customer acknowledges that there is no set time frame for this hyperpigmentation to be corrected and in some cases may not be reversible. Customer assumes sole risk and responsibility by moving forward with the purchase of any Carm Acne Skincare/Luminosity Acne Skincare Inc product or kit. ***This hyperpigmentation can occur from ANY product that is drying or irritating to the skin of Melanin-Rich/non-Caucasian skin tones. Rubbing or scrubbing off dry or flaking skin can also result in hyperpigmentation. This is not unique to only Carm Acne Skincare/Luminosity Acne Skincare Inc products and programs. See these 2 links for more information on this subject:
>> https://www.skininc.com/treatments/facial/sensitive/4470457.html
>> https://carmskincare.com/consideration-for-non-caucasian-skin/

Customer acknowledges that the Blackheads & Closed Comedones Kit and Combination Acne Kit requires that in addition to using Carm Acne Skincare/Luminosity Acne Skincare Inc products that they also seek professional extraction treatments from a local esthetician or skincare professional of their choice. They acknowledge that the costs incurred from these treatments are their sole responsibility and not that of Carm Acne Skincare /Luminosity Acne Skincare Inc. If an adverse reaction or skin damage occurs from a treatment, customer will seek guidance, remedies, and damages directly from that provider. Customer releases Carm Acne Skincare /Luminosity Acne Skincare Inc of all risk and liability from any treatments that they receive from the provider.

Customer acknowledges that minors are only permitted to purchase and use Carm Acne Skincare/Luminosity Acne Skincare Inc products and kits under the supervision of an adult guardian. Guardian assumes sole risk and responsibility for minor’s use or misuse of our products and programs. All of the acknowledgements in our terms & conditions listed apply to the minor & their guardian.

Customer acknowledges all terms and conditions are subject to change without notice.