# Agency Refund Policy

> Satisfaction Guarantee   Were confident youll love your Agency experience Our custom prescription formulas are prescribed by licensed medical providers and t

Source: https://support.agencyskin.com/en_us/agency-refund-policy-ry4WNhOnd

Last updated: 2026-08-25T05:41:58.432Z

**Satisfaction Guarantee**

We’re confident you’ll love your Agency experience. Our custom prescription formulas are prescribed by licensed medical providers and tailored specifically to your unique needs, because no two journeys are the same. Thousands of members see real results with consistent use and engagement with their provider. We’re here to support you every step of the way.

That’s why we offer a **Satisfaction Guarantee** for new members, so you can get started with confidence.

If you’re not satisfied with your Agency treatment, your first two shipments may be eligible for a refund if all of the following requirements are met:

*   You contact us within **120 days of your initial order date**; and
    
*   You completed the **two emailed check-ins**; and
    
*   **You uploaded photos in a** [message to your dermatology provider](https://app.agencyskin.com/dashboard/consultations?tab=active) so that your provider can assess your progress and make any necessary adjustments to your treatment plan.
    

We require both check-ins and photos as these updates allow your medical provider to evaluate your progress, guide your treatment, and ensure you’re on the right track.

**Important:**

*   Check-ins should be completed **before** requesting a refund. 
    
*   Check-ins without a message containing photos will not meet eligibility requirements.
    

If you believe you meet these criteria, please use [**this link to submit a refund request form****.**](https://support.withagency.com/contact/satisfaction-promise-BkrJD5ouZg) A member of our team will follow up within 24 hours.

  

### **Important Satisfaction Guarantee Conditions:**  
  

*   **One-Time Request (New Subscribers Only):** The Satisfaction Guarantee is available only once per customer and applies exclusively to your **first 120 days as a new member**. It cannot be used for subsequent orders or future subscriptions.
    
*   **Shipping & Handling & Consultation Fees Not Included:** Any shipping & handling or medical consultation fees are not covered by the Satisfaction Guarantee. 
    
*   **Eligibility Review:** Refunds are only granted if all requirements above—including completed check-ins with photos—are verified by our team.
    
*   **Final Sale Policy:** All purchases are final sale and cannot be canceled once placed, except where eligible under this Satisfaction Guarantee.
    
*   **Returns**: We do not accept returns or exchanges of any subscription products.
    

  

Looking to postpone a shipment to a later date or update the items included in your subscription, instead? [Learn how to postpone a shipment here.](https://support.agencyskin.com/en_us/shipping-basics-S1myEnOnO) To change the items included in your next shipment, you can [manage your subscription via your Agency dashboard](https://app.agencyskin.com/dashboard/manage-subscription) or by emailing our team at least 48 hours ahead of a new shipment. Once a shipment has been processed by our pharmacy, it can no longer be adjusted or postponed.

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[_Agency Terms of Service_](https://withagency.com/terms/)