Client Care FAQ's

Returns & Refunds

• What is your Return Policy?

  We are committed to providing quality products for our customers.

  If you receive product(s) that do not meet your expectations, return the gently used product(s) within 30 days of receipt. Currently, we are unable to offer exchanges.

  Items purchased on drdennisgross.com cannot be returned or exchanged at retailers that sell Dr Dennis Gross. When returning a set or kit, we require all contents from the original set or kit. Partial items from a set or kit will not be refunded, and empty containers will not be accepted for refund.

  Please note the front side of your packing slip with the reason for your return and send the product(s) back to us using the prepaid label included in your package. You may drop off your return package at any USPS access point or FedEx location, including local post offices, postal collection boxes, mailboxes, mail carriers, FedEx Offices, FedEx Authorized ShipCenter®, and FedEx World Service Center® locations. You may track your return package by clicking here and using the tracking number on the prepaid return label.

  Once your return package has arrived, please allow up to 10 business days for your return to be processed. Refunds will be issued to the original form of payment for the amount of the item(s) plus sales tax. All eGift card refunds will be processed to a new eGift card that will be emailed to the customer’s original email. Shipping and handling charges are not included in refunds. You will receive a return confirmation email once your refund has been processed.

  For device returns, there will be a $10.00 returns fee. Device returns include DRx SpectraLite™ FaceWare Pro LED, EyeCare Max Pro LED, LipWare Pro LED, and Pro Facial Steamer. This fee applies to any return that includes a mix of devices and products also. Refunds will be issued to the original form of payment for the amount of the item(s) plus sales tax less the $10.00 returns fee.

  PLEASE NOTE: Only item(s) purchased on drdennisgross.com will be accepted for return. If your item(s) were purchased at an authorized retailer, please get in touch with the retailer to arrange a return or exchange.

  If you placed your order before June 15th, 2025, follow the steps here to initiate your return and receive your QR code or printable label: https://returns.drdennisgross.com/. Please note, returns can only be processed when using the automated system and a $7 fee will be deducted. This system ensures your return is tracked throughout its shipping journey and is promptly refunded upon successful delivery and processing at the warehouse. Any order sent back without using the automated return system and without the accompanying label/ QR code will be ineligible for a refund.

• Can I return items I've bought with an E-Gift Card?

  Yes, of course! If an item you purchased with a gift card is not the right fit for you, you can return the unopened or gently used item within 30 days of your purchase and you will be reissued the value of your purchase in the form of an e-gift card.

• I'm an international customer; how do I make a return?

  We're so thrilled to have clients all across the globe! If you are an international client needing to return an item, please contact directly the retailer you purchased the item from for further assistance.

• What happens to my refund if I'm no longer using my card?

  If your card was canceled but your account was not closed — perhaps because you lost the physical card or had fraudulent transactions that caused the issuer to send you a new card — then you shouldn’t have a reason to worry. The merchant can issue a refund to your canceled card and the refund will appear on the account associated with your new card.