Refund Policy

Last updated: August 26, 2026.

You have 30 days from the day your order is delivered to return it. If the return is eligible, we pay the return postage and send you a prepaid label. You do not pay to send something back to us.

The 30 day window

The window opens on the delivery date shown by the carrier, not the order date, and it runs for 30 calendar days. Unopened products with the manufacturer seal intact are eligible for a full refund to your original payment method. Skincare is applied to skin, so once a seal is broken the unit cannot be restocked or resold safely, and opened products are refundable only in the specific cases listed below.

What qualifies for a refund

• Change of mind. Unopened, seal intact, inside the 30 day window. Full refund of the purchase price. We provide a prepaid return label.
• Damaged in transit. Email us within 7 days of delivery with a photo of the item and a photo of the outer box. We ship a replacement or refund you in full, and in most cases we do not ask you to send anything back.
• Wrong product received. We send the correct item and cover the return postage on the one you were sent by mistake.
• A quality problem or a reaction to the product. Reviewed case by case, opened or not. Send your order number and, where it helps, a photo.
• An authenticity concern. If a production code on your box will not resolve through the verification route we publish for that brand, write to us before you open it. We treat this as a priority case and we cover the return either way.

What does not qualify

• Opened or used products, outside the quality, reaction, damage and authenticity cases above.
• Products whose security seal has been broken, outside those same cases.
• Gift cards.
• Items marked final sale at the time of purchase.
• Returns requested after the 30 day window has closed.

How to start a return

• Contact us with your order number, the name the order was placed under, and the items you want to return. Our contact page sets out what to send and how.
• We reply with return instructions and a prepaid label.
• Pack the item in its original packaging and drop the parcel with the carrier named on the label.
• We process the refund within 5 business days of the returned goods arriving with us.

Please do not send a return back without contacting us first. An unannounced parcel has no case number attached to it, which is the single most common reason a refund takes weeks instead of days.

Who pays the return postage

We do, on every eligible return, including a straightforward change of mind. You get a prepaid label and you are not asked to buy postage, take out insurance, or claim the cost back afterwards.

Duties on a refunded order

Duties on your order were calculated and prepaid at checkout, which is why nothing was owed at your door. When we refund an eligible return, the prepaid duty is refunded with the price of the product. You are not left carrying an import charge on an item you sent back.

When the money arrives

We process the refund within 5 business days of receiving and inspecting the return, and you get an email when we do. Your bank or card issuer then takes its own time to post it, usually 3 to 10 business days. Refunds go back to the payment method you used; we cannot redirect a refund to a different card or account.

Orders that ship in parts

If part of an order ships and the rest is cancelled before it is fulfilled, we refund the cancelled part automatically within 5 business days. You do not need to ask.

Cancelling before dispatch

Orders leave our California warehouse within 24 hours, so the window to cancel is short. Write to us as soon as you can and we will stop the order if it has not already been picked. If it has, treat it as a return under the 30 day window above, on the same terms: we pay the postage.

Questions

Our contact page is the place to start, and our frequently asked questions cover shipping speed, duties, authenticity checks and returns in short form.