ZO® Skin Health
Alastin Skin Care
Frequently asked questions
What is the return policy?
Return Policy
Due to the nature of our products and for the safety of our clients, all skincare and medical-grade products are final sale.
No Returns or Exchanges
Because our products are considered sanitary and personal care items, we are unable to accept returns, exchanges, or refunds once an order has been opened or delivered.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at hello@nervanamedical.com with:
Your order number
A description of the issue
Clear photos of the product and packaging
We will happily review the issue and arrange a replacement if applicable.
Lost or Stolen Packages
Once an order has been marked as delivered, we are not responsible for lost or stolen packages. Please contact the carrier directly for assistance.
Questions Before Purchasing
We encourage you to reach out to our team before placing your order if you have any questions about a product. We are happy to help ensure you choose the best option for your skincare needs.
Are your products medical-grade?
Yes. Our skincare products are medical-grade and curated to support skin health, safety, and results. Many are only available through licensed medical providers.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Who are these products suitable for?
Our products are suitable for most skin types, but individual results may vary. If you have sensitive skin, allergies, or underlying skin conditions, we recommend consulting with one of our providers before purchasing.
Can I use these products if I’m pregnant or breastfeeding?
Some ingredients may not be recommended during pregnancy or breastfeeding. Please consult your healthcare provider or contact our team before purchasing.