Refund policy

At Elastik Skin, we want you to shop with confidence. This policy explains how returns, refunds, replacements and cancellations work for orders placed through www.elastikskin.com

If you have any questions about a return or refund, please contact us using the form on our shipping and returns page.

1. Who this policy applies to

This policy applies to products purchased directly from Elastik Skin through our website.

Some of our products are fulfilled by third-party partners on our behalf. However, your purchase contract is with Elastik Skin, and all return or refund requests should be sent to us using the form below.

2. Your right to cancel for online orders

If you are a customer in the UK or EU, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise this right, you must contact us within 14 days of delivery and clearly state that you wish to cancel.

Once you have told us you want to cancel, you must send the goods back to us within 14 days.

This cancellation right does not apply to certain items, including sealed goods that are not suitable for return for health protection or hygiene reasons once they have been opened or unsealed.

3. Skincare returns

Because our skincare products are sealed cosmetic goods, the following rules apply:

Unopened, unused and fully sealed skincare products may be returned within the cancellation period described above.
We cannot accept returns of skincare products that have been opened, unsealed, used, tampered with, or are no longer in their original saleable condition, unless they are faulty or were damaged on arrival.
Where skincare products are returned because you have changed your mind, they must be returned in a fully resaleable condition, including original outer packaging where applicable.

Please note that we only accept returns for damaged or faulty products. For that reason, if you return a skincare item that is not faulty and is not eligible for resale, we may be unable to refund it.

4. LED mask returns

For LED masks fulfilled directly by Elastik Skin:

If you are in the UK or EU, you may cancel within 14 days of receiving the item and return it within a further 14 days.
To be eligible for a full change-of-mind refund, the LED mask must be returned sealed in a clean, undamaged condition, with all components, cables, accessories, manuals and original packaging included.
We reserve the right to make a deduction from your refund where the item has been handled more than necessary to inspect it and this reduces its value.
We may refuse a return where the item has been damaged through misuse, accidental damage, improper handling, or missing parts not caused by us.

5. Damaged, faulty or incorrect items

If your order arrives damaged, faulty, defective, or incorrect, please contact us as soon as possible within 48 hours of delivery.

Please include:

your order number
a description of the issue
clear photographs showing the problem
photographs of the outer packaging, if relevant

Once we review the issue, we may offer a replacement, repair, partial refund, or full refund, depending on the circumstances and your legal rights.

For skincare items we may need to share the details and images you provide with our fulfilment partner in order to investigate and process the claim.

6. How to start a return

To request a return, contact us using the form below with:

your full name
order number
the item(s) you want to return
the reason for the return

If your return is approved, we will send you return instructions, including the correct return address.

Please do not send items back without contacting us first, as different products may need to be returned to different locations.

7. Return shipping costs

Unless the item is faulty, damaged, incorrect, or we agree otherwise, you are responsible for the cost of returning the item to us.

We strongly recommend using a tracked delivery service, as we are not responsible for returns lost in transit.

Original shipping charges are not refunded, except where required by law.

Where the law requires us to refund the standard outbound delivery charge, we will do so. Any upgraded or express shipping chosen at checkout is non-refundable unless the item is faulty or required by law.

8. Refunds

Once we receive your returned item, or evidence that it has been returned, we will inspect it and process any refund due.

Approved refunds will be made to your original payment method.

If you are cancelling under your statutory cancellation rights, refunds will usually be made within 14 days of us receiving the returned goods or receiving evidence that the goods have been sent back.

If a returned item shows signs of use, damage, missing parts, broken seals, or is otherwise not in resaleable condition where resaleable condition is required, we may reduce the refund to reflect the loss in value or decline the refund where legally permitted.

9. Items that are non-returnable unless faulty

The following items are non-returnable unless they are faulty, damaged on arrival, or not as described:

opened or unsealed skincare products
used skincare products
products missing original seals where hygiene or health protection applies
gift cards, if offered
any item clearly personalised, bespoke, or made to your specification

10. International orders, including the United States

For orders shipped outside the UK and EU, including the United States, this Returns & Refunds Policy applies except where mandatory local consumer law provides otherwise.

Customers outside the UK and EU are responsible for:

return shipping costs unless the item is faulty or incorrect
any customs forms, duties, taxes, or import charges associated with returning goods

We are not responsible for delays, losses, or charges caused by customs processes on international returns.

11. Exchanges

We do not guarantee direct exchanges. In most cases, if you would like a different item, we recommend returning the eligible item in line with this policy and placing a new order.