Refund policy

Polybalm USA | Operated by MedInnoTech, LLC 
Effective Date: October 1, 2024 
Last Revised: May 8, 2026

This policy is publicly available at www.PolybalmUSA.com and is incorporated by reference into all purchase transactions made through this Website.

At Polybalm USA, a brand operated by MedInnoTech, LLC, we value your business and are committed to providing exceptional products and service. Polybalm was originally developed to support patients experiencing chemotherapy-related nail damage, and we proudly serve that community. We also serve customers experiencing nail damage from salon chemical exposure, hormonal and menopausal changes, vitamin deficiencies, aging, and daily environmental stressors. We approach every customer interaction with care and respect. Please read the following policies carefully before making a purchase.

Important: A 35% restocking fee applies to all eligible returns.
See the Restocking Fee section below for full details.

Shipping Policy

Processing Times Orders received by 11:00 AM MT (Mountain Time), Monday through Friday, are generally shipped the same business day. Orders placed after 11:00 AM MT, on weekends, or on federal holidays will be processed and shipped the next business day. Orders placed after 11:00 AM MT on Fridays are typically shipped the following Monday, unless Monday is a federal holiday.

We ship using a trusted third-party logistics (3PL) partner to ensure timely and professional handling.

Carriers & Delivery Estimates We ship within the United States only, using USPS. Estimated delivery times after shipment:

  • Standard Ground Shipping (USPS): 7–9 business days
  • Expedited Shipping (USPS): 3–5 business days (available at checkout for an additional cost)

These are estimated delivery windows and do not include order processing time. Delivery may vary based on location, carrier performance, weather, or other circumstances outside our control.

Shipping Delay Notification In compliance with the FTC Mail, Internet, or Telephone Order Merchandise Rule, if we are unable to ship your order within the stated timeframe, we will notify you by email as promptly as possible. You will be given the option to consent to the delay and keep your order active, or to cancel your order and receive a full refund. In the event of a backorder, we will contact you with an updated estimated ship date and allow you to wait for restock or cancel for a full refund. We will not substitute any product without your express consent.

Weekend & Holiday Shipping We do not ship on weekends or federal holidays. Orders placed during those times will be processed on the next business day.

Free Shipping Eligibility Free standard ground shipping is available on orders of two (2) or more units. This promotion is subject to change without prior notice. If items in a qualifying order are returned, the standard ground shipping charge will be deducted from the refund amount.

Shipping Confirmation & Tracking Tracking numbers are provided for all shipments and sent via email once your order ships. Please allow up to 24 hours for tracking information to update after a label is created.

Lost or Stolen Packages Once a package is marked as delivered by USPS, Polybalm USA is not responsible for lost or stolen packages. We do not require a signature upon delivery. It is the customer's responsibility to ensure the shipping address is secure and accessible.

If your tracking shows "Delivered" but you have not received your package, please contact USPS directly first. If the issue persists, contact our Customer Care Team at Info@PolybalmUSA.com within 7 days of the expected delivery date and we will do our best to assist you.

Damaged in Transit If your order arrives damaged due to shipping, please notify our Customer Care Team within 24 hours of delivery with photos or video evidence. See the Damaged or Defective Products section below.

International Shipping Polybalm USA ships to addresses within the United States only. We do not ship internationally. Customers outside the U.S. should contact our Customer Care Team at Info@PolybalmUSA.com to inquire about future availability.

Cancellation Policy

Cancellation by the Customer Orders may be canceled within 24 hours of placement, provided the order has not yet been processed or shipped. To cancel, contact our Customer Care Team immediately at Info@PolybalmUSA.com. Once an order has shipped, it cannot be canceled and will be subject to our Return Policy below.

Cancellation of Subscription Orders Customers enrolled in a recurring subscription may cancel at any time before their next scheduled order processes. To cancel, click the cancellation link provided in any subscription email from Polybalm USA, log into your customer account, or contact our Customer Care Team at Info@PolybalmUSA.com. Cancellations requested after a subscription order has been processed will be subject to our standard Return Policy. Refunds are not issued for subscription orders that have already shipped.

For complete subscription, pre-order, and deferred purchase cancellation terms, please refer to our Purchase Options Cancellation Policy at www.PolybalmUSA.com.

Cancellation by Polybalm USA We reserve the right to cancel any order due to unforeseen circumstances, including stock unavailability, payment processing issues, or suspected fraudulent activity. If we cancel your order, you will receive a full refund within 7–9 business days.

Return Policy

Important: A 35% restocking fee will be deducted from all eligible returns.

Eligibility for Returns Products are eligible for return only if received in unopened, unused, and resellable condition. All returns must be initiated within 15 days of the shipment date, as indicated by the shipping carrier.

Return Authorization (RMA) Before returning any product, you must obtain a Return Merchandise Authorization (RMA) number by contacting our Customer Care Team at Info@PolybalmUSA.com. Returns received without a valid RMA number will not be accepted or processed.

Restocking Fee A 35% restocking fee will be deducted from the refund amount for all eligible returns. This fee covers inspection, handling, repackaging, and/or disposal costs.

Condition of Returned Products Products must be returned in their original packaging, unopened, and in a condition suitable for resale. We reserve the right to refuse returns if:

  • The product has been opened, used, or damaged in shipping or by the customer
  • The product is missing parts or original packaging
  • The product is returned without a valid RMA number

Any returned product deemed unsellable will not qualify for a refund and will be returned to the customer at their expense.

Return Shipping Costs Customers are responsible for all return shipping costs unless the return is due to an error on our part (e.g., incorrect or defective product shipped). We recommend using a trackable shipping method. Polybalm USA is not responsible for lost or damaged return shipments.

Refunds Refunds will be issued to the original payment method only after the returned product has been received, inspected, and deemed eligible. Refunds are processed within 10 business days of receiving the returned item.

Chargebacks & Payment Disputes We encourage customers to contact our Customer Care Team at Info@PolybalmUSA.com before initiating a chargeback or payment dispute with their bank or credit card provider. Most issues can be resolved quickly and directly. Chargebacks initiated without prior contact may affect your ability to make future purchases and may be contested by Polybalm USA.

Non-Returnable Items

The following items are not eligible for return under any circumstances:

  • Opened, used, or partially used products
  • Products damaged in transit or by the customer
  • Products returned after the 15-day return window
  • Customized or special-order items
  • Items marked as "Final Sale" on the product page

Damaged or Defective Products

Inspection Upon Delivery Please inspect your order upon delivery. If a product is damaged during shipping or defective upon arrival, notify our Customer Care Team within 24 hours of receipt at Info@PolybalmUSA.com with supporting photos or video.

Resolution For verified damage or defect claims caused by shipping or a manufacturing defect, Polybalm USA will offer a replacement or full refund. Claims made after 24 hours may not be honored.

Compassionate Exception — Medical & Personal Circumstances

Polybalm was originally developed to support patients experiencing chemotherapy-related nail damage, and we proudly serve that community. We also serve customers experiencing nail damage from a wide range of causes, including salon chemical exposure, hormonal and menopausal changes, vitamin deficiencies, aging, and daily environmental stressors.

If you are experiencing any medical, personal, or health-related circumstance that makes it difficult to comply with our standard return or notification timelines, please contact our Customer Care Team at Info@PolybalmUSA.com and explain your situation. We will review each request on a case-by-case basis and do our best to accommodate you.

Exchanges

We do not offer direct exchanges. If you need a different product, please follow the return process for the original item and place a new order.

Governing Law

This policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the State of Colorado. Any legal proceedings shall be brought exclusively in the courts of Denver, Colorado, or such other court of competent jurisdiction in the State of Colorado.

Policy Updates

Polybalm USA / MedInnoTech, LLC reserves the right to modify or update this policy at any time. The "Last Revised" date at the top of this page will reflect the most recent changes. The version of this policy in effect at the time of your purchase will govern your transaction.

For all inquiries, contact our Customer Care Team: 
Email: Info@PolybalmUSA.com 
Phone: 1-719-299-2907
Polybalm USA | Operated by MedInnoTech, LLC 
1500 North Grant Street, Suite N,  Denver, CO 80203