We'll mail the skin test kit directly to you, and you can complete it at home whenever you are ready. No need to mail anything back to us — just log your results in your Pure Culture account.
Our products are carefully personalized for your skin needs and goals and we’re confident that your new routine will help deliver a healthy, nourished complexion. If you try your skincare for the first time and are not satisfied, we’re here to help. We want to know what’s working, and what’s not, so we can figure out the right formulas for your unique skin.
The first step is to email us at firstname.lastname@example.org within 30 days of your initial order to tell us about your concerns. The more details you can share, the better. We’ll do our best to address your needs with a complementary, one-time reformulation of your skincare.
If we’re not able to resolve your concerns with a reformulation, we’ll issue a refund back to your original form of payment instead. The following will be deducted from your order total:
The cost of the at-home skin test kit ($25)
If you received free shipping on your initial order, we’ll deduct the cost of shipping ($5 for the at-home skin test kit and $5 for your skincare products)
It can take up to 10 business days for your refund to appear in your account. If you purchase a product that is defective, we will issue a full refund to your original payment method.
Our Satisfaction Guarantee applies to first orders of skincare only, and reformulation/refunds are not guaranteed after 30 days. We recommend completing your at-home skin test as soon as possible so you have plenty of time to try out your products in the first 30 days.
Test kits are non-refundable. Since our skincare is customized for you, any products purchased after your initial order are not eligible for refunds.