Refund policy

The 30-day trial

Buy it, use it for thirty days, and see whether it earns its place on your shelf. If it does not, tell us and we refund you in full.

Thirty days rather than a fortnight because skin turns over in roughly a month. Anything you judge in the first week you are judging on texture and smell, not on whether it did anything.

The trial runs for 30 days from the day your order is delivered.

You never send anything back

There are no returns. Whatever you ordered and whatever it cost, we refund you and you keep the item. Nothing to package, nothing to post, no label to print, no trip to the post office.

This is arithmetic rather than generosity. Skincare that has been opened cannot be sold to anyone else, and our orders ship to you straight from our manufacturing partners rather than from a warehouse we control. A bottle that comes back to us is a bottle we throw away. Paying to ship it here would cost more than the product is worth and would get you your money no faster. We would rather put that money into your refund.

Keep it, pass it to a friend, or put it in the drawer with the other things that did not work out.

If it is simply not right for you

Email support@elstena.com with your order number and say so. That is the whole process. You do not need to give a reason and you do not need to send us anything.

If it arrived damaged or leaking

Email support@elstena.com with your order number and a short video showing the problem. A cracked pump, a leaked box, a seal that was already broken, a jar that arrived half empty. A few seconds on your phone is plenty.

We ask for a video rather than a photo because a leak is easier to show than to describe, and it lets us settle it in one email instead of four.

Once we have seen it we will refund you or send a replacement, whichever you prefer. You keep the original either way, and you do not need to post it back.

If your skin reacts to it

Stop using it, and email us. A reaction is covered by the trial like anything else: we refund you in full, you keep the product, and you do not need to send us anything or prove anything.

We ask everyone to patch test before a new product goes anywhere near their face, and there is guidance on how to do that on our questions and answers page. A patch test is not a guarantee, though, and we are not going to argue with you about whether you did one.

If a reaction is severe or does not settle down, please see a doctor rather than emailing us first.

Multipacks

If part of a pack is not right, tell us which and we will refund that portion. You keep the ones you are happy with and the ones you are not.

When you get your money back

We process refunds as soon as we have your email, or as soon as we have watched the video for a damage claim. Refunds go to your original payment method and usually appear within 5 to 10 business days, depending on your bank or card issuer. We will email you when the refund has been issued.

Because delivery was free, there is nothing to deduct. You get back the full amount you paid.

Cancelling an order

If you change your mind before your order has been handed over for dispatch, email us and we will cancel it and refund you in full. Once it has shipped, treat it as a refund under the trial above.

Fair use

This policy is built on trust and it only works if it is not abused. We may decline repeated claims from the same account or address where the pattern does not look like someone who wanted skincare, and we may decline claims made outside the 30 days. We will always tell you why.

Your statutory rights

Nothing in this policy limits the rights you have under consumer law. If a product is faulty or is not as described, those rights apply on top of everything above.

Questions

If anything here is unclear, email support@elstena.com and ask. We would rather answer a question before you buy than deal with a disappointed customer afterwards.