Refund policy

Returns & Refund Policy

Last updated: June 11, 2026

At RNX Labs, we support global skincare buyers with ready-stock supply, low-MOQ private label projects, and OEM/ODM skincare manufacturing. Because many orders may involve cosmetics, custom packaging, product labeling, sample development, batch production, and international delivery, our return and refund process is designed to be clear, practical, and fair for both parties.

Return Rules Summary

  • Return requests are reviewed within 7 calendar days after delivery
  • Products must be unopened, unused, undamaged, and in original packaging
  • Return shipping is paid by the customer unless the issue is caused by RNX Labs
  • A 15% restocking fee may apply to approved ready-stock returns
  • Custom, private label, OEM/ODM, printed packaging, samples, opened, or used cosmetic products are final sale

1. Ready-Stock Products

For standard ready-stock products, customers may contact RNX Labs within 7 calendar days after delivery to request a return review.

To be eligible for review, products must be:

  • Unopened
  • Unused
  • Undamaged
  • In original packaging
  • In resalable condition

For hygiene and safety reasons, opened, used, tampered, partially consumed, relabeled, or resold cosmetic products are not eligible for return.

Please do not send any product back without written approval from RNX Labs. Returns sent without prior approval may not be accepted.

2. Return Shipping

For approved ready-stock returns, the customer is responsible for arranging and paying for return shipping unless the issue is confirmed to be caused by RNX Labs.

If the return is caused by an issue from RNX Labs, such as an incorrect item, verified shortage, visible leakage, or confirmed fulfillment error, we will review the case and provide a reasonable solution, which may include replacement, credit, refund, or shipping support depending on the situation.

3. Restocking Fee

A 15% restocking fee may apply to approved ready-stock returns. This fee helps cover inspection, handling, warehouse processing, and inventory review costs.

The restocking fee may be waived if the return is caused by a confirmed issue from RNX Labs.

4. Custom, Private Label, OEM & ODM Orders

Custom skincare orders, private label products, label printing, packaging customization, formula development, sample development, and OEM/ODM production are made according to the customer’s confirmed requirements.

Once the product details, artwork, sample, formula direction, packaging, proforma invoice, or production arrangement has been approved by the customer, these orders are generally final sale, non-returnable, and non-refundable.

This includes, but is not limited to:

  • Custom formulas or formula adjustments
  • Private label or white label skincare products
  • OEM/ODM skincare production
  • Custom labels, boxes, bottles, jars, tubes, or packaging materials
  • Printed packaging or branded components
  • Sample development and approved samples
  • Confirmed production deposits
  • Batch production arranged based on customer approval

If a confirmed production issue is caused by RNX Labs, we will review the case carefully and work with the customer in good faith to provide a practical solution, which may include replacement, remake, partial credit, refund, or other reasonable support depending on the situation.

5. Damaged, Missing, or Incorrect Items

Please inspect your order as soon as it arrives. Any damage, leakage, shortage, incorrect item, or visible quality concern must be reported within 3 calendar days after delivery.

To help us review the case quickly, please provide:

  • Clear photos or videos of the affected product unit(s)
  • Photos of the outer carton and inner packaging
  • Photo of the shipping label
  • Batch or lot information, if available
  • A short description of the issue

For verified issues caused by production, packing, or fulfillment, RNX Labs may offer a replacement, remake, refund, credit, or another reasonable solution.

6. Shipping, Customs & International Delivery

For international orders, shipping terms may vary depending on the order type, destination, and agreed logistics method. RNX Labs may support DDP door-to-door delivery when applicable and agreed in advance.

Delays caused by customs inspection, incorrect address information, unsuccessful delivery attempts, local import rules, missing customer-side documents, or force majeure events are not considered product defects.

If a package is returned, delayed, rejected, or held due to incorrect customer information or failure to cooperate with local delivery or customs requirements, additional shipping, storage, re-delivery, or handling costs may be the customer’s responsibility.

7. Refund Processing

Approved refunds will be processed back to the original payment method whenever possible. Processing time may vary depending on the payment provider, bank, or platform.

The following costs may be non-refundable unless otherwise agreed in writing:

  • Original shipping fees
  • Payment processing fees
  • Sampling fees
  • Custom packaging costs
  • Labeling or printing costs
  • Production deposits
  • Confirmed project-related costs

8. How to Request After-Sales Support

For return, refund, or after-sales support, please contact RNX Labs first.

Email: jerry90318049@gmail.com
WhatsApp: +86 15521348076

Please include your order number, company or brand name, delivery date, photos or videos, and a clear description of the issue.

9. Important Note

This policy does not limit any rights that may apply under mandatory consumer protection laws in your country or region.

For B2B orders and customized projects, the written agreement, proforma invoice, approved specifications, confirmed artwork, confirmed packaging details, and production records will be used as the main basis for after-sales review.