Refund policy

Refunds & Returns

The short version: Nova and Nova Max come with a 60-Day Skin Trial. Apex comes with a 30-Day Skin Trial. Use your device consistently, as directed. If your skin hasn’t changed, send it back, opened and used, and get every dollar back. No restocking fee. Manufacturing faults are covered for the life of the device.

The Skin Trial

Opened and used devices are eligible. In fact, they need to be used. This is a trial, not an inspection period.

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.

Consistent use is required

Cold plasma works through steady use over weeks, not occasional sessions. To qualify for a trial refund, your device must have been used consistently:

• At least 5 sessions a week, following the instructions in your manual
• For at least 21 days before you request a return

When you start a return, we’ll ask how you used your device: how often, on which level and for how long. We may also ask for a photo of your skin from the start and end of your trial.

Devices that weren’t used consistently aren’t eligible for a trial refund. Faulty devices are always covered; see below.

Nova and Nova Max: full refund plus $50

If your skin hasn’t changed after consistent use through the 60-day trial, you receive a full refund plus a $50 gift card of your choice, as compensation for your time.

The gift card is issued after we receive the returned device, one per customer, to a retailer of your choosing, up to $50 USD in value.

Apex: full refund within 30 days

If your skin hasn’t changed after consistent use within 30 days of delivery, you receive a full refund of the purchase price.

How to start a return

1. Email info@sub-zero.shop with your order number within 60 days of delivery (Nova, Nova Max) or 30 days of delivery (Apex).
2. We’ll reply within 1–2 business days with a short usage check, 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 refund the purchase price in full, 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

• Inconsistent use. Devices not used at least 5 sessions a week for at least 21 days.
• Late returns. Returns started after day 60 (Nova, Nova Max) or day 30 (Apex).
• 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.
• Gift cards, which are non-refundable.

If your device is damaged or incomplete, we’ll tell you before processing anything and 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 don’t need to be within the trial 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 Skin Trial for that device (60 days for Nova and Nova Max, 30 days for Apex) 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 at info@sub-zero.shop. We reply within 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