Refund policy

Effective Date: January 1, 2026

This Returns & Exchanges Policy applies to all direct-to-consumer (DTC) orders placed on https://xtresse.com/ (the "Website") operated by Restore Biologics Holdings, LLC D/B/A Xtressé, a Florida limited liability company (the "Company"). Wholesale, B2B, and professional account returns are governed by separate terms in your reseller agreement. By making a purchase on the Website, you agree to be bound by this Returns Policy.

I. Overview

At Xtressé, we stand behind every product we make. If you're not completely satisfied with your purchase, you may request a return or exchange within thirty (30) days of your delivery date.

Xtressé covers all return and exchange shipping on every approved request. You will receive a prepaid return label by email at no charge — you will never be asked to pay to ship a product back to us.

II. Eligible Products

The following products are eligible for return within thirty (30) days of delivery: Gummies, Serum, Shampoo, and Conditioner.

Gummies — May be returned opened or unopened within the return window.
Serum — Must be unopened and in original sealed packaging.
Shampoo & Conditioner — Must be unopened and in original sealed packaging.

All returns require photos of the product and any issues for verification purposes.

III. Return Categories

A prepaid return shipping label is provided at no cost to you on all approved returns. Returns are classified into two categories:

A. Free Returns. A return qualifies when: (i) the product is unopened and in original sealed packaging; (ii) the product is defective or damaged upon arrival; or (iii) the wrong item was shipped due to an Xtressé error. You receive a full refund to your original payment method. If the return is due to our error, any outbound shipping fees you paid will also be reimbursed.

B. Returns at Company Discretion. Applies when: (i) the product has been opened or partially used; (ii) there is a product quality concern (e.g., taste, texture, consistency); or (iii) you are otherwise dissatisfied with an opened product. These are reviewed case-by-case and require photos and a detailed reason. If approved, you receive a full refund at Xtressé's sole discretion. Original outbound shipping fees are non-refundable for Returns at Company Discretion. This category applies to Gummies only. Serum, Shampoo, and Conditioner must be unopened and in original sealed packaging to be eligible for return under any category; opened topical products are not eligible for return except as provided in Sections X (Damaged or Defective Items) and XI (Adverse Reactions).

Both return categories are subject to a thirty (30) day return window from your delivery date.

IV. Exchanges

Xtressé offers exchanges on eligible products. We handle shipping in both directions — you receive a prepaid label to send the item back, and your replacement ships to you free of charge.

Exchanges are available for unopened items in original packaging, or for defective, damaged, or incorrectly shipped items.
To request an exchange, let us know your preference when emailing returns@xtresse.com.
Exchanges are subject to product availability. If your desired replacement is out of stock, we'll offer a full refund.
Xtressé covers all return shipping on approved exchanges. A prepaid label will be emailed to you at no charge.
Your replacement ships to the original delivery address free of charge once we receive and inspect the return.
If the replacement item is higher in value than the original, we will contact you for the price difference before proceeding.

Exchanges must be initiated within the thirty (30) day return window from your delivery date.

V. How to Initiate a Return or Exchange

All returns and exchanges must be pre-approved. Items sent back without prior authorization will not be accepted or refunded.

Email returns@xtresse.com with subject line: "Return Request — Order #[Your Order Number]" or "Exchange Request — Order #[Your Order Number]."
Include your reason and clear photos of the product and any issues. Let us know if you prefer a refund or an exchange, and specify the replacement product if requesting an exchange.
Our team will respond within 3–4 business days with an approval or denial.
If approved, you'll receive a prepaid return shipping label by email. There is no cost to you.
Pack the item securely in original packaging with all inserts and drop it off with the carrier using the provided label.
Once received and inspected, your refund is processed within 5–10 business days, or your replacement ships promptly at no charge.

We recommend retaining your tracking number after dropping off your return.

VI. Non-Returnable Items

The following items are not eligible for return, exchange, or refund under any circumstances:

Products returned without prior authorization from our returns team.
Items purchased from unauthorized third-party sellers, resellers, or marketplaces.
Gift cards, gift certificates, and prepaid product bundles.
Products marked as final sale, clearance, or non-refundable at the time of purchase.
Free promotional items, samples, or gifts with purchase.
Items altered, tampered with, or missing original packaging, labels, or inserts.
Products returned after the thirty (30) day return window.
Items showing signs of misuse or improper storage not caused by Xtressé or the carrier.
Subscription orders for which the product has already been consumed.

Xtressé reserves the right to inspect all returned items. Products that do not meet return criteria will be returned to you at your expense or disposed of upon request.

VII. Refund Process

Refund Method. Refunds are issued to the original payment method used at checkout.

Processing Time. Refunds are processed within 5–10 business days of receiving and inspecting your return at our facility.

Bank Processing. Your financial institution may take an additional 5–10 business days to post the credit to your account.

No Partial Refunds. Xtressé does not issue partial refunds. An approved return receives a full refund. A denied return receives no refund.

Outbound Shipping Fees. Original outbound shipping fees are non-refundable except on Free Returns due to an Xtressé error. Orders that shipped free will have no shipping fees deducted from any refund. Return shipping is always provided free of charge by Xtressé.

VIII. Outbound Shipping Policy

Xtressé provides free standard shipping on all qualifying orders:

Orders of $100.00 or more (before taxes) — Free standard shipping.
All active subscription orders — Free standard shipping on every shipment, no minimum.
Orders under $100.00 (before taxes) — Standard shipping rates calculated and displayed at checkout.

Shipping rates and thresholds are subject to change. The applicable shipping cost will be confirmed at checkout before purchase. Delivery dates are estimates only and are not guaranteed. Risk of loss and title pass to you upon delivery to the carrier.

IX. Return Shipping — Always Covered by Xtressé

Xtressé covers return shipping on all approved returns and exchanges. You will never be charged to send a product back. Once your return or exchange is approved, a prepaid return label will be emailed to you. Pack the item securely and drop it off with the carrier — that's it.

Xtressé is not responsible for return packages lost or damaged in transit. We recommend retaining your tracking number. Return packages sent without the provided prepaid label or without prior authorization will not be accepted.

X. Damaged or Defective Items

If you receive a damaged, defective, or incorrect item, contact returns@xtresse.com immediately with photos. In many cases we can resolve the issue without requiring a return. If a return is needed, Xtressé provides a prepaid label at no cost. For items damaged in transit, retain all original packaging materials as they may be required for a carrier claim.

XI. Adverse Reactions

If you experience an adverse or allergic reaction to any Xtressé product, discontinue use immediately and consult your physician. Email info@xtresse.com with a description of your reaction and photos. Our team will work with you on a resolution, which may include a refund or replacement. If a return is required, Xtressé will cover return shipping.

XII. Subscription Orders

Subscription orders follow the same thirty (30) day return window from the date of delivery of each shipment. All active subscription orders receive free outbound shipping and free return shipping on all approved returns.

Cancellation Timing. Cancellations or modifications must be submitted before your next billing date to avoid being charged for the upcoming shipment. Once an order has been processed, it cannot be canceled but may be returned once delivered.

Returns on Subscription Shipments. Each subscription shipment is treated as a separate order with its own 30-day return window from delivery. Subscription orders that have been fully consumed are not eligible for return or refund.

For full subscription management terms, please review our Subscription Policy on the Website.

XIII. Repeated Returns and Abuse

Xtressé reserves the right to review accounts with excessive or repeated return requests. We may limit, modify, or deny future returns for accounts that demonstrate a pattern of abuse, in order to protect the integrity of our satisfaction guarantee for all customers.

XIV. Modifications to This Policy

Xtressé reserves the right to modify this Returns Policy at any time by posting an amended version on the Website. Changes will be communicated via email to recent purchasers where applicable. The policy in effect at the time of your purchase governs your return. Your continued use of the Website constitutes acceptance of any amended policy.

XV. Contact Us

Questions about a return or exchange? Email us at returns@xtresse.com. Our team responds within 3–4 business days. For all other inquiries, contact us at info@xtresse.com.