Refund policy

Last updated: September 29, 2026

We want every order to show up right. Because our products are skincare that goes on your face and body, we can't take back items once they've been opened or used, and we don't offer returns for a change of mind. All sales are final, except in the cases below.

Damaged, wrong or lost orders

If your order arrives damaged, leaking or defective, if we sent you the wrong item, or if your package never arrives, we'll send you a free replacement or give you a full refund for the affected items. Here's how:

Email us at hello@grabcreo.com within 14 days of delivery. For a lost package, email us within 14 days of the expected delivery date.
Include your order number and a clear photo of the item and the packaging.
You don't need to send anything back unless we ask you to.

What we can't refund

Products that have been opened or used, or a change of mind.
Orders sent to an incorrect or incomplete address that was entered at checkout.
Packages the carrier shows as delivered to the address you gave us.
Claims made more than 14 days after delivery.

Canceling or changing an order

We start preparing orders quickly. If you need to cancel or change something, email us as soon as you can. We can cancel for a full refund only if your order hasn't been prepared for shipping yet.

If a product doesn't agree with your skin

Everyone's skin is different, so we suggest trying a small amount on a patch of skin first. If a product causes irritation, stop using it and email us. We'll help where we can.

How refunds work

Approved refunds go back to your original payment method, and you'll get an email when the refund is processed. Depending on your bank, it can take 5 to 10 business days to show up.