Our 14-day money-back guarantee
Skincare is personal, and no product works for everyone. If something isn't right for you, tell us within 14 days of delivery and we'll refund it — opened or unopened, used or untouched. You don't need to ship anything back to us.
To claim it, email support@altarusbeauty.com with your order number and a sentence about what didn't work for you. That last part isn't a hurdle — it's how we learn which products to keep and which to drop. We'll confirm by email and refund your original payment method. The guarantee applies once per customer, per product.
When you'll see the money
Approved refunds go back to your original payment method within 10 business days of our confirmation email. Your bank or card issuer may need a few more days to post it. If more than 15 business days have passed since we confirmed and you still don't see it, email us and we'll chase it.
Damaged, defective, or wrong item
Contact us within 7 calendar days of delivery with your order number and clear photos of the product, the packaging, and the shipping label. We'll replace it or refund it in full. This is handled separately from the 14-day guarantee, so using it doesn't cost you the guarantee.
If you'd rather send something back
For an unopened, unused item you're welcome to return it instead of taking the guarantee refund. Contact us first and we'll send return instructions and an address. Please don't ship anything back without hearing from us — parcels that arrive unannounced can't be matched to an order or refunded.
Exchanges
The quickest route is to claim the guarantee on the item you have and place a new order for the one you want. That way you're not waiting on a return to clear before the replacement ships.
What the guarantee doesn't cover
- Requests made more than 14 days after delivery.
- Gift cards.
- Orders returned to us because of an incorrect or incomplete address, a refusal, or a failed delivery attempt. Reshipment may require an additional shipping charge. See our Shipping and Delivery page.
Cancelling before it ships
Email us as soon as possible with your order number and we'll stop the order if it hasn't entered processing yet. Once our fulfillment partner has started on it we may not be able to pull it back, in which case the 14-day guarantee applies from the day it's delivered.
Shipping to the European Union
EU orders also carry a statutory 14-day cooling-off period, during which you can cancel or return for any reason without giving one. Email us to start a cancellation.
Nothing on this page limits consumer rights that cannot legally be excluded where you live.
Questions
Email support@altarusbeauty.com. Please don't include payment details or passwords in your message.