Refund policy
Last Updated: May 25, 2026
At Medicode, operated by ECOM PAPER PRODUCTION LLC, your satisfaction is our top priority. We stand behind every product we ship and want you to feel completely confident with your purchase.
30-Day Satisfaction Guarantee
We offer a 30-day satisfaction guarantee starting from the date your package is delivered. Because our products are skincare and cosmetic items, returns are handled according to the conditions below to protect the safety and hygiene of all customers. Requests submitted after the 30-day period has expired cannot be accepted.
Unopened Products
If you change your mind, you may return any product that is unused, unopened, and in its original sealed packaging within 30 days of delivery for a refund. Return shipping for unopened, change-of-mind returns is the responsibility of the customer. Once we receive and inspect the returned item, your refund will be processed to your original payment method within 7 business days.
Opened Products — Allergic Reaction or Defect
For hygiene reasons, opened skincare products are generally not eligible for return. However, we make an exception in two cases:
- If you experience an allergic reaction or skin sensitivity to a product, please discontinue use immediately and contact us at info@medicode-usa.com. We may ask for a photo of the affected area and the product. In these cases a refund will be issued, and we typically do not require you to ship the product back.
- If a product arrives damaged, defective, or different from what you ordered, we will replace it or issue a refund at no cost to you.
In both of these cases, return shipping (if requested) is covered by us.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact our customer support team within 7 days of delivery at info@medicode-usa.com. We may ask for photographic evidence of the issue to help process your claim quickly.
One-Time Purchases Only
Medicode sells all products as one-time purchases. We do not offer subscriptions, recurring billing, auto-ship plans, or any form of automatic renewal. Every order you place is a single, independent transaction. You will never be charged on a recurring basis by Medicode.
Incorrect or Incomplete Shipping Addresses
It is the customer's responsibility to provide a correct and complete shipping address at checkout. Packages returned to us due to an incorrect address, refusal of delivery, or failure to claim the package will be refunded minus the original shipping cost. If you notice an error in your address after placing the order, please contact us immediately at info@medicode-usa.com.
Non-Returnable Situations
We are unable to process refunds in the following cases: requests made after the 30-day window has expired, opened products returned for reasons other than allergic reaction or defect, items returned without prior authorization from our team, and orders flagged for fraudulent activity.
Chargebacks and Disputes
If you have any concern about your order, please contact us first at info@medicode-usa.com before initiating a chargeback with your bank. We are committed to resolving every legitimate issue quickly and fairly, and most concerns can be addressed within one business day. Chargebacks filed without prior contact may be disputed with supporting documentation.
Cosmetic Use Disclaimer
Medicode products are cosmetic skincare products intended for external use only. They are not intended to diagnose, treat, cure, or prevent any disease or skin condition. We recommend performing a patch test before first use, as described on each product page. If you experience irritation, redness, or any adverse reaction, discontinue use immediately and consult a qualified dermatologist or healthcare professional. Individual results may vary.
Contact Information
If you have any questions about this policy, please reach out to us:
Brand: Medicode
Legal Entity: ECOM PAPER PRODUCTION LLC
Address: 8206 Louisiana Blvd NE, STE A #8697, Albuquerque, NM 87113
Phone: +1 (505) 204-7493
Email: info@medicode-usa.com
Hours: Monday to Friday, 9:00 AM – 5:00 PM MST