Refund policy
Returns
You have 30 days from the day your order is delivered to request a return.
To be eligible, the item must be in the same condition you received it, unused, and in its original packaging. You don't need to give us a reason.
Because of hygiene rules, we cannot accept returns on items that have been used on the skin. If a device has been switched on and used, please contact us anyway — if it's faulty we will replace it, and if you simply changed your mind within the first 30 days we will do our best to sort something out.
To start a return, email us with your order number. We will send you a return address and instructions. Items sent back without requesting a return first cannot be accepted.
Return shipping
Return postage is paid by the customer, unless the item arrived damaged, faulty, or we sent you the wrong product — in those cases we cover it in full.
We recommend using a tracked service. We cannot refund items that never reach us.
Damaged, faulty or wrong items
Check your order as soon as it arrives. If anything is damaged, defective or not what you ordered, contact us within 7 days of delivery with a photo, and we will replace it or refund you in full, including all postage.
Items we cannot refund
- Items returned more than 30 days after delivery
- Items returned without contacting us first
- Gift cards
- Items damaged through misuse
Our pore vacuum has five suction levels. Marks caused by holding the device still on the skin, or by using it more often than once a week, are misuse and are not covered. The instructions and our FAQ both explain this before you buy.
Refunds
Once we receive and inspect your return we will email you with the outcome. If approved, the refund goes back to your original payment method within 5 to 10 business days.
Bear in mind your bank or card issuer may take additional days to post it to your account. If more than 15 business days have passed since we approved your refund, please contact us.
Exchanges
The fastest way is to return the item you have and place a new order once the return is accepted.
European Union — 14 day cooling off period
If your order is being shipped into the EU, you have the right to cancel or return your order within 14 days, for any reason and without justification. The same conditions above apply. This is in addition to, not instead of, our 30-day policy.
Contact
Questions about a return? Email us and we will get back to you within one business day.