Returns and Refund Policy

At ES Skincare, we want you to be delighted with any purchase you make from us. However, although we always package our products as securely as possible for transit to you, we understand that very rarely a product may be delivered to you which is damaged and unusable. Below we set out how our returns and refund policy works in the rare circumstance that your purchase arrives damaged.

Notify Us

Upon receipt of your order, you have 14 days to notify us that the product is damaged. We kindly ask that you send us proof of the damage by emailing us at with a photo attached showing the damaged product. Once we have received your email we will give further instructions on how to proceed.

If your purchase is damaged, we ask that you do not use it for your own safety as it may have become contaminated, especially if the product’s packaging has split open during transit.

All damaged products will be replaced with like-for-like products upon receipt of the damaged product at our business address. You will not be charged shipping costs for replacement products. We will refund to you the cost of postage for returning any damaged products once proof of postage costs incurred (for example, your till receipt from the Post Office) has been provided. In the event that we are not able to immediately replace a product (for example we have run out of stock), you will be offered the chance to wait for new stock, or to receive a full refund on the purchase price of the damaged product back to the card that was used to make the purchase.

Unfortunately we cannot accept returns and will not refund if you have tried the product and changed your mind.

Proof of Postage

When you return your damaged product to us, we highly recommend that you use a postage method that gives you proof of postage, and if necessary, insurance against the item getting lost in transit back to us. We unfortunately cannot offer replacement of a product if the damaged product doesn’t find its way back to us, even if you know you posted it.

Return Address

Once you have contacted us about your damaged products we will advise you of the returns postal address for you to send your return to.

Fair Use

If we notice an unusual pattern of return activity, such as regular returns of damaged goods which would exceed normal expectation as goods damaged in transit, then we might have to deactivate your customer account with us. If this happens, and you think we’ve made a mistake, please get in touch with us and we will be happy to discuss it with you.

Please note, we reserve the right to take legal action against you if you return products to us which don’t match what you ordered.

None of the above affects your statutory rights.