Shipping, Returns & Cancellation
Shipping, Returns & Cancellation
Last Updated: October 10, 2026
Shipping
We currently ship to addresses in all 50 US states and Washington, DC. We do not currently ship to US territories or outside the United States.
• Shipping is calculated at checkout from your delivery address and the weight of your order, and shown before you pay. For your subscription, shipping is charged with each monthly shipment.
• BASUP Kits ship within 3–5 business days of billing. SKINLAB ULTRA ships within 1–2 business days of your order.
• Delivery typically takes 3–7 business days after your order ships.
• When an order ships, you can find its tracking details in Order History in your account.
• Please check your shipping address before you order. If it needs to change, update it in your account or contact us as early as you can; we may not be able to change an order that has already shipped.
• If you haven’t completed a new scan by your billing date, we ship a Kit based on your most recent scan and bill as usual. We send scan reminders (if you have them turned on in Settings) so your formula stays current, and your next Kit is re-formulated once you complete a new scan. Your first Kit is formulated from your first assessment and scan.
Returns, exchanges & refunds
• Unopened Kit products may be returned within 14 days.
• Opened or used Kit products generally can’t be returned, for hygiene reasons.
• Skin problem? One free reformulation. Because every Kit is made for you, we don’t refund opened Kits for a change of mind. If your skin has a problem with your Kit, such as irritation, redness, itching, or breakouts, stop using it and email info@basup.us within 30 days of delivery with your order number, a short description of what happened, and photos. We’ll review your skin data and send you one free reformulated Kit per customer, at no cost to you. If you have a severe reaction, stop using the product and talk to a doctor.
• After your free reformulation, we can’t refund that Kit or offer a second free reformulation. You can cancel your subscription anytime; cancellation takes effect at the end of your current billing cycle.
• Damaged, defective, or incorrect items can be replaced or refunded at no cost to you within 14 days of delivery.
• SKINLAB ULTRA may be returned within 30 days in unused, original condition for a full refund, with no restocking fee. Original shipping charges are not refunded.
• SKINLAB ULTRA also has a one-year manufacturer warranty against defects from SKINLAB KOREA CO., LTD., separate from the return window above. Mirom, Inc. helps US customers make warranty claims.
• To start a return, email info@basup.us or call 213-369-1461 with your order number. We’ll reply with return instructions. For a damaged, defective, or incorrect item, tell us what’s wrong when you contact us.
• Return shipping: if you’re returning an item for any reason other than damage, a defect, or an incorrect item, you pay the return shipping. We cover return shipping when an item arrives damaged, defective, or incorrect.
• Refunds go back to your original payment method within 5–10 business days after we receive your return. Your bank or card issuer may take additional time to show the credit.
Cancelling your subscription
• You can cancel anytime: from Subscription in your account, or by contacting us. There is no fee and no minimum commitment.
• Cancellation takes effect at the end of your current billing cycle. There is no partial refund for a cycle already in progress, and a Kit already manufactured or shipped for that cycle will still be delivered.
• Your subscription renews automatically at the end of each billing cycle unless you cancel first. We will tell you before any price increase takes effect.
• Canceling also deletes your skin scan data immediately. Your scan images and related data are removed with no retention window, as described in our Privacy Policy.
Pausing or skipping
• From Subscription in your account, you can skip a shipment (one cycle at a time) or pause your subscription for up to 3 months in a row.
• Make any change at least 7 days before your billing date, whether you are skipping, pausing, or changing the items in your upcoming shipment. We begin preparing your Kit ahead of your billing date, so a change made later applies to the following cycle.
• A paused subscription resumes automatically when the pause ends, unless you cancel first.
How this page relates to our Terms
This page summarizes the shipping, returns, and cancellation terms in our Terms of Service. If anything here conflicts with the Terms of Service, the Terms of Service control.
Contact us
Mirom, Inc.
130 Sculpture, Irvine, CA 92618
Email: info@basup.us
Phone: 213-369-1461
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