How do I return a product?Updated 3 hours ago

What Can Be Returned

• Microderm Scalp Roller: unopened, sealed in original packaging
• Scalp Exfoliation Brush: unopened, sealed in original packaging
• ARB™ Shampoo+ (one-time purchase): unopened bottle, sealed
• Any non-prescription accessory in original condition

Return window: 30 days from delivery.

What Can't Be Returned

For safety and regulatory reasons, the following are not eligible for return:

• ARB™ Topicals (A5, A5F, A5D, A15, A15F, A15D)
• Oral Finasteride, Oral Dutasteride, Oral Minoxidil, Oral Tadalafil
• Opened or used products of any kind
• Products outside the 30-day window

Prescription medications and opened products cannot be resold or reused after they leave our compounding facility. This is a standard rule across the telehealth pharmacy industry, not an Adegen-specific policy.

How to Request a Return

1. Message support through your Adegen account or email us.
2. Include:
   • Your order number
   • The item(s) you'd like to return
   • The reason for the return (this helps us improve)
   • Photos confirming the item is unopened, if helpful
3. We'll respond with a return authorization (RMA) and shipping instructions, usually within 1 business day.
4. Ship the item back per the RMA instructions.
5. Once received and verified, your refund is processed.

Refund Timing

• Verification on our end: 1–2 business days after receiving the return
• Refund issued: within 5 business days of verification
• Time for the refund to appear on your card: 5–10 business days depending on your bank

Total time from shipping the return to seeing the refund: typically 2–3 weeks.

Refund Method

Refunds go back to the original payment method. We don't currently offer store credit as an alternative.

What if I Don't Like My Prescription Product?

Even though prescription products can't be returned for refund, we want to make sure you have the right protocol. A few things we can do:

1. Connect you with your Adegen provider to adjust your dose, switch variants, or change the route (oral vs topical). See our guide on swapping your topical formula.
2. Cancel future shipments. See our guide on cancelling your subscription.
3. Talk through whether what you're experiencing is normal for the timeline (often it is: see our guide on why you might not see results at 30 days).

Message support if you're frustrated with your protocol. We'd rather hear from you than have you quietly walk away.

What About a Damaged or Incorrect Item?

That's a different process. See our guide on what to do when your order arrives damaged. These get replacements, not refunds.

When to Escalate

If your return is taking longer than 2 weeks to process after you've shipped it back, please follow up with support or ask for a senior support specialist.