Refund policy

Last updated: September 28, 2026

Many of the products we distribute are temperature-controlled medical devices. Once they leave our care, we cannot confirm how they were stored, so we cannot resell them. For that reason, returns are limited to the situations below. This policy forms part of our Terms of Service.

Damaged, defective or incorrect items

Please inspect your order as soon as it arrives. If anything is damaged, defective, missing or not what you ordered, email info@renellence.com within 48 hours of delivery with:

your order or invoice number;
the product name and lot number; and
photos of the product, its packaging and the shipping box.

Do not use the affected product. Keep it, in its packaging and stored as the manufacturer directs, until we tell you what to do with it. Once we confirm the issue, we will replace the product or refund it, at no cost to you, including return shipping.

Injectable products

Injectable products, including Saypha® dermal fillers, Revitalis and Exprecell, cannot be returned or exchanged once delivered, unless they are damaged, defective or incorrect as described above, or are subject to a recall.

Needles, cannulas and other products

Needles, cannulas, skincare and other products that are not temperature-controlled can be returned within 30 days of delivery if they are unopened, in their original sealed packaging and in resaleable condition. To start a return, contact your Renellence representative or email info@renellence.com for a return authorization. We cannot accept items sent back without one. Unless the return is due to our error, you pay the return shipping.

Cancelling an order

You can cancel an order at no charge before it ships by contacting your Renellence representative. Once an order has shipped, it can only be returned under this policy.

Recalls

If a product is recalled by its manufacturer or Health Canada, we will contact you with instructions. Affected stock will be replaced or refunded, whether or not it was bought within the periods above.

How refunds are paid

Approved refunds are issued within 10 business days of approval, to the original payment method: the card on file for card payments, or the originating bank account for wire transfers. Your bank may take a few more days to post it. At your request, we can apply the amount as a credit to your account instead.