CUSTOMER INFORMATION

Returns & refunds

If something is wrong with your order, we're here to review it.

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Contact us before sending an item back.

Email sales@bepanthenusa.com with your order number and the reason for the request. We will review your request under the returns policy applicable to your order.

Start a request

Send your order number, the product name and a short description of the issue. If you received a damaged, incorrect or questionable package, photographs of the product and external packaging can help us understand what happened.

Keep packaging and proof of purchase

Hold on to the original product packaging, batch or lot information, and order confirmation while the request is being reviewed. Do not discard damaged packaging before contacting us.

Await return instructions

Do not send a package to our business address without authorization. A return address and any required instructions should be provided as part of the approved return process.

Refund outcome

If a refund is approved, it will be processed according to the returns policy and the circumstances of the order. Your bank or card issuer may take additional time to reflect the credit.

Hygiene-sensitive and sealed products

Items intended for use on skin may have hygiene and safety considerations if they have been opened. Contact customer care to clarify eligibility before returning any item.

Incorrect or damaged delivery

If the wrong item arrives, or an item is damaged, keep the goods and packaging and contact us with images. We can review the order details and advise on available resolutions.

Questions about eligibility?

Returns are assessed according to the store’s published refund policy and any applicable consumer protections. We recommend contacting customer care before mailing back skincare or personal-care items.

Review our full refund policy for the terms that apply to your order.