Refund policy

Refunds & Returns

The short version: every Sub-Zero device comes with a 60-Day Skin Trial. Use it. If your skin hasn't changed, send it back — opened, used, doesn't matter — and get every dollar back. No restocking fee, no interrogation. Manufacturing faults are covered for the life of the device.

The 60-Day Skin Trial

You have 60 days from the date your device is delivered to decide whether it's right for you.

Opened and used devices are eligible. This is a trial, not an inspection period — we expect you to have used it. A device that's been out of the box and treated skin for eight weeks is exactly what we're asking you to return if it hasn't worked.

To be eligible, the returned device must include everything that shipped with it: the device, all treatment heads, the charging cable, and (for Apex) the transport case.

One trial per customer or household.

Apex: full refund plus $100

If you purchased Apex and your skin hasn't changed after using it through the 60-day trial, you receive a full refund plus a $100 gift card of your choice — our compensation for the time you spent.

To qualify for the $100, the device needs to have actually been used during the trial period. When you start your return we'll ask you to confirm how you used it. The gift card is issued after we receive the returned device, one per customer, to a retailer of your choosing up to $100 USD in value.

How to start a return

  1. Email info@sub-zero.shop within 60 days of delivery with your order number.
  2. We'll reply within 1–2 business days with return instructions and the correct address.
  3. Post the complete device back to us. Please mark the parcel as returned goods on any customs declaration.
  4. Once it arrives, we process your refund.

Please don't send a device back before contacting us — unannounced returns can go missing.

Return postage

You cover the cost of posting the device back to us. We cover the refund in full — the entire purchase price, including any shipping or duties you originally paid. There is no restocking fee and no deduction for use.

If the device is faulty or arrived damaged, we cover return postage as well. See below.

Refund processing

Refunds are issued to your original payment method within 5 business days of us receiving the returned device. Depending on your bank or card provider, it can take a further 3–10 days to appear on your statement.

If you paid using pre-tax funds (HSA/FSA), your refund returns to that account. Please check with your plan administrator about any tax implications.

What the trial doesn't cover

  • Accidental damage or loss. Drops, water damage, crushed devices, and devices lost in transit on the way back to us.
  • Missing components. Devices returned without the heads, cable, or case.
  • Returns started after day 60.
  • Gift cards, which are non-refundable.

If your device is damaged or incomplete we'll tell you before processing anything, and we'll work out a fair outcome with you rather than simply refusing.

Faulty or damaged on arrival

This is separate from the trial and handled fast. If your device arrives damaged, or develops a fault at any point, email info@sub-zero.shop with your order number and a photo or short video of the issue. We'll arrange a replacement or repair at no cost to you, including return postage. You do not need to be within the 60-day window.

Lifetime warranty

Every device is covered against manufacturing defects for the working life of the device, held by the original purchaser with proof of purchase. If it fails because of how it was made, we repair or replace it.

The warranty does not cover accidental damage, misuse, unauthorised repair or modification, or cosmetic wear from normal use. It isn't transferable if the device is resold.

Your statutory rights

Everything above sits in addition to the rights you already have by law, which we don't limit or exclude:

  • Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality.
  • United Kingdom: You have the right to cancel a distance purchase within 14 days of delivery under the Consumer Contracts Regulations, plus your rights under the Consumer Rights Act 2015.
  • European Union: You have a 14-day right of withdrawal from the date of delivery.
  • United States and elsewhere: Local consumer protections apply in addition to this policy.

Where a statutory right gives you more than this policy does, the statutory right applies.

Business and clinic purchases

Devices bought by a business, clinic, or practice are covered by the 60-Day Skin Trial and the lifetime warranty on the same terms. Consumer-specific statutory protections may not apply to business purchases in your jurisdiction.

Before you dispute a charge

If something's gone wrong, email us first — info@sub-zero.shop, 1–2 business days. We'd rather fix it directly than have it go through your bank, and in almost every case we can.

Sub-Zero Pty Ltd · ACN 696980382 · Victoria, Australia
info@sub-zero.shop