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Returns

GOA Skincare

Returns & Warranty

We stand behind everything we make. Each product and device carries its own coverage, described in full below. When something is not right, contact us first and we will work through it together.

Where You Bought It

goaskincare.com

Email us to start a return. The steps are below.

A GOA partner clinic

Take the product and your receipt back to that clinic. They handle your return on the same terms.

Amazon or another seller

GOA coverage applies only to products bought new from GOA or an authorized GOA partner.

Exomask LED Device

Exomask LED Therapy Device

Separate coverage from GOA skincare products. Register your device at purchase so your serial number is on file.

1-Year Coverage

Manufacturer's Warranty

Covers verified manufacturing defects and functional failures under normal, intended use. If your Exomask stops working through no fault of your own, we will repair or replace it at no charge for one year from delivery or clinic purchase.

30-Day Coverage

Experience Guarantee

If you develop a skin reaction, irritation, or sensitivity attributable to the device, or a physical or medical condition makes it impossible to use the Exomask, contact us within 30 days. We will arrange a refund or exchange. Change of mind and general dissatisfaction are excluded.

Unopened

Factory-Sealed Return

An Exomask with its original factory seal fully intact may be returned within one year of purchase for a full refund. Once the seal is broken, the Manufacturer's Warranty and Experience Guarantee apply.

Not covered by any Exomask guarantee
Drops and impact damage Water or liquid exposure Improper storage Unauthorized modifications Normal cosmetic wear Change of mind User-caused damage Devices bought from unauthorized sellers
To start an Exomask claim, email service@goaskincare.com with your order number or clinic receipt, your device serial number, a clear description of the issue, and photos or a short video. We will review and confirm next steps in writing before you ship anything. Please do not send the device back until you have that confirmation.

GOA Skincare Products

90-Day Coverage

90-Day Money-Back Guarantee

If a GOA skincare product is not working for your skin, you have 90 days from delivery to tell us.

What qualifies

You have used the product as directed for at least 14 days. Retinol formulas can take two weeks for skin to adjust, so give it that long.

What you get

Your choice of a refund of the amount you paid, an exchange for another GOA product, or store credit.

What we need

Your order number, a short description of your experience, and a photo of the product showing what remains.

Limits

One guarantee claim per product per customer. Products bought as part of a set are refunded at their share of the set price. Original shipping charges are non-refundable. For subscriptions, the guarantee covers the first delivery of each product.

Had a skin reaction?Stop using the product and rinse with cool water. See a healthcare provider if the reaction is severe or does not settle. Then email service@goaskincare.com with photos and the lot number printed on the product. We review every reaction report individually and reply within 2 business days.

Returns Process

1

Contact us before shipping anything

Email service@goaskincare.com with your order number, a description of the issue, and clear photos or a short video of the product, packaging, and any damage or reaction. We reply with a decision within 2 business days and, if approved, a prepaid return label. Bought at a clinic? Return it at that clinic.

2

Pack your item securely

Use the original packaging where possible. If a bottle is leaking, seal it inside a zip-lock bag before boxing. Include a copy of your order confirmation or proof of purchase inside the package.

3

Ship using our label

Use the prepaid label we send. If we ask you to ship another way, send it to: GOA Skincare, Attn: Returns / Order #, 1619 N La Brea Ave, Ste 325, Los Angeles, CA 90028.

4

We process your refund, exchange, or credit

Once we receive and inspect your return, we process the agreed resolution within 5 to 7 business days.

Refund Timeline

5 to 7 business days to process after we receive the item. Refunds go back to your original payment method and appear within 1 to 2 billing cycles depending on your bank or card provider.

Damaged or Incorrect on Arrival

Email photos or video within 7 days of delivery. We will replace the item or confirm a return, often without you needing to ship anything back.

Questions about this policy or a specific situation? service@goaskincare.com We will outline next steps clearly before anything is shipped.
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