Damage and cold-chain protection
Every order is protected against damage in transit and cold-chain deviation. If your pen arrives damaged, out of temperature spec, or otherwise compromised in transit, we will ship a one-time replacement.
All damage claims require photographic evidence and are subject to review. Replacement is limited to one per customer per order.
How returns work
Step 1: Document the damage
Capture clear photographs of the damaged pen, the packaging, and the temperature indicator (if included) immediately on arrival. Note the carrier tracking number.
Step 2: Contact us
Email contact@deepbeautyresearch.com with your order number, the photographs, and the tracking number. We respond within one business day.
Step 3: Receive your replacement
Once damage is verified, a complimentary replacement shipment is dispatched on the next available cold-chain run from Germany.
Eligible for replacement
- Pens damaged during shipping (with photographic evidence)
- Pens that arrive outside the temperature specification (with photo of the indicator or packaging)
- Pens that fail purity or identity standards documented in the lot record
- Incorrect items received
Not eligible for replacement
- Pens that have been used or partially used
- Damage claims without photographic evidence
- Pens improperly stored after delivery (e.g. left at room temperature, frozen, or exposed to light)
- Pens lacking proof of purchase from Deep Beauty Research
- Claims received outside the standard claim window stated on the handling insert
Replacement timeline
- Day 1: damage claim submitted with photos
- 1-2 business days: claim reviewed and verified by our team
- Within 1 business day of approval: replacement dispatched from Germany
Refunds
Deep Beauty Research does not offer refunds for dissatisfaction, change of mind, or misuse. Replacement is the standard remedy for verified transit damage and cold-chain deviation only. If a replacement is not possible (for example, the lot is no longer in stock), a refund may be issued at our discretion.
Important note
All products are sold as wellness products, not as medicines. Deep Beauty Research is not responsible for any misuse, improper storage, or post-delivery handling. Replacements represent a courtesy service for verified transit damage and cold-chain deviation only. Excessive or suspicious claims may trigger account review and future replacement denial.
Contact
Questions about a replacement claim? contact@deepbeautyresearch.com, responses within one business day.