This happens often enough that we want to address it directly. Two distinct scenarios, both with a clear next step.
If your skin is going through a purge — see the purge entry. Most purges resolve by week 6 to 8 without stopping the prescription. Message the team with photos if you're unsure; small adjustments (frequency, barrier support) often make the difference.
If your reaction is a barrier breakdown or true intolerance — visible damage, persistent burning, peeling that does not resolve with moisturizer, hives, swelling — pause the prescription and message a board-certified dermatologist on our medical team immediately. Do not push through. The dermatologist on your case will reassess and either re-formulate at a lower strength, swap an active, or recommend a different protocol.
If you've worked with the dermatologist on adjustments and the formula still isn't right for you, our 60-day money-back guarantee covers a refund. The point of the guarantee is precisely this scenario — a reasonable trial period in which both you and the dermatologist can determine whether the formula is the right fit. See the Cancellation, Refunds and Support section for how to request a refund.