Refund policy

 

Last updated: October 8, 2026

This policy applies to purchases from Ieso Skincare ("Ieso," "we," "us" or "our") at iesoskincare.com.

1. What you can return

  • Unopened, unused products in their original packaging with the seal intact, within 30 days of delivery.
  • For hygiene and safety reasons, we cannot accept opened or used products, except when they are damaged, defective or the wrong item (section 3).
  • Final sale: free gifts and samples, gift cards, and anything marked "final sale" at purchase.
  • Sets must be returned complete and unopened.

2. Items offered before they are in stock

If we offer an item for pre-order, you can cancel it for a full refund at any time before it ships by emailing hello@iesoskincare.com. Once it has shipped, it follows the same rules as any other order.

3. Damaged, defective, wrong item or arrived unsealed

If your order arrives damaged, defective, incorrect, or with the seal broken or missing, email hello@iesoskincare.com within 14 days of delivery. Include your order number and photos of the outer box, the product and the seal. We will send a replacement or refund you in full, including shipping. You will not need to pay to send anything back.

4. If you have a reaction

Stop using the product and seek medical advice if needed. Then email hello@iesoskincare.com with your order number and a short description of what happened. We will refund the product and use your report to meet our product safety obligations.

5. How to start a return

  1. Email hello@iesoskincare.com with the subject "Return request" and your order number.
  2. Tell us which items you are returning and confirm they are unopened.
  3. We will reply with return instructions. Please do not send items back without them.
  4. Ship the return within 14 days of our reply, using a trackable service. Unless the return is due to our error, return shipping is paid by you.

6. Refunds

  • We refund to your original payment method within 7 business days of receiving and checking the return. Your bank may take a few more days to show it.
  • Original shipping fees are refunded only if the return is due to our error.
  • If a return does not meet this policy, we will tell you and can send it back at your cost.

7. Exchanges

We do not offer direct exchanges. Return the eligible item for a refund and place a new order.

8. Subscriptions

Subscription orders follow this policy once shipped. To stop future orders, see our Subscription Policy.

9. Your legal rights

This policy does not limit any rights you have under consumer protection law.

Questions? Email hello@iesoskincare.com with your order number.