Refund Policy

Last updated: October 4, 2026

Not happy? Talk to us first. We genuinely want every customer to be satisfied. If something isn't right, email us at mooran@atomicmail.io. Whatever the issue, our team will do its best to help, including with usage tips that often make the difference.

1. Damaged, Defective or Wrong Items

If your order arrives damaged, defective or is not what you ordered, we'll send you a free replacement or a full refund, including shipping. To qualify:

Contact us within 7 days of delivery;
Include your order number and clear photos of the product, its packaging and the shipping label;
The product must be unused.

2. 60-Day Results Guarantee

We stand behind Fadewell. If you use it consistently as directed for 60 days and see no visible improvement, you may request a refund, provided all of the following conditions are met:

Direct purchase: you bought the product directly from our website. Purchases from third-party sellers are not covered.
Continuous use: you used the product as directed on the packaging, every day, for at least 60 consecutive days, and you purchased enough product to cover that period.
Photo evidence: you provide original, unedited photos of the same treated area, taken in similar lighting and from a similar angle:
- one taken before your first application (day 1); and
- at least one taken every 7 days until day 60 (minimum 9 photos in total).
Photos must be the original image files with their date and time metadata intact. Screenshots, edited or compressed images, or photos without verifiable dates are not accepted. We may request the original files or additional verification.
Proof of use: a photo of the used product container(s).
Timing: your request must be submitted between day 60 and day 75 after delivery of your first order.
Limit: one guarantee claim per customer, household and payment method.

The guarantee does not apply if the product was used in a way not consistent with its directions, or if the photos provided are incomplete, inconsistent or appear altered.

How to submit: email mooran@atomicmail.io with the subject "60-Day Guarantee", your order number and all required photos as attachments (or a shared link to the original files). We'll review your request within 5 business days. If approved, we'll refund the product price, excluding shipping costs, to your original payment method.

3. Skin Reactions

If you experience irritation or any adverse reaction, stop using the product immediately, consult a healthcare professional if needed, and contact us. We'll review your case individually. Please see our Product Disclaimer.

4. Returns

For hygiene and safety reasons, we do not accept returns of opened or used products, or returns for change of mind, except as described in Sections 1 and 2. Please do not send any product back without written instructions from us. Unauthorised returns will not be refunded.

5. Order Cancellations

You can cancel an order free of charge before it ships by emailing us as soon as possible. Once an order has shipped, it can no longer be cancelled.

6. Subscriptions

You can cancel your subscription at any time before your next billing date, as explained in our Subscription Terms. Renewal orders that have already been processed or shipped are covered only by Sections 1 to 3 of this policy.

7. Refund Timing

Approved refunds are issued to the original payment method. Depending on your bank or card issuer, it may take 5–10 business days for the refund to appear.

8. Payment Disputes

If you have a problem with your order, please contact us before opening a dispute or chargeback with your bank. We usually resolve issues faster directly. We reserve the right to provide our records, including this policy and our communications with you, to payment processors in the event of a dispute.