Returns and refunds

Your right to cancel

If you change your mind, you can cancel your order within 14 days of the day you receive it, without giving a reason. To cancel, contact us with your order number and tell us which items you’d like to return. You then have a further 14 days to send them back.

Sealed skincare and cosmetics

For health protection and hygiene reasons, skincare, cosmetics and other products that come sealed can only be returned if the seal is unbroken. Once a seal has been opened we can’t accept the item back unless it is faulty.

Devices

If you’d like to return a device such as the Puraxel MEin FX2000 or Ella Thera, please send it back in its original packaging with everything that came in the box. You may handle a device as you would in a shop to see what it is and how it works; if it has been used beyond that, we may reduce your refund to reflect the loss in value.

How to send items back

1. Contact us with your order number and the items you are returning.
2. Pack the items securely so they arrive in the same condition.
3. Send them back to the address we give you. Unless an item is faulty or we sent the wrong item, the cost of returning it is yours. We recommend a tracked service, as items remain your responsibility until they reach us.

Refunds

We refund you within 14 days of receiving the returned items (or of you showing us you’ve sent them back, if sooner), to the payment method you used. If you cancel your whole order, your refund includes the standard delivery cost you paid.

Faulty or incorrect items

If something arrives faulty, damaged or isn’t what you ordered, contact us as soon as you can. Under the Consumer Rights Act 2015 you can reject a faulty item within 30 days for a full refund, or ask for a repair or replacement. This doesn’t affect your other legal rights.

Last updated: 7 October 2026