Refund policy
Esthe Clinic Shop Return and Refund Policy
At Esthe Clinic Shop, we are committed to providing you with high-quality, authentic skincare and supplement products. Your safety and satisfaction are extremely important to us, and we aim to make your shopping experience smooth, clear and trustworthy.
Because our products are applied to the skin or taken as supplements, strict hygiene and safety standards are essential. For this reason, our returns policy is different from general retail.
Important – No Returns for Change of Mind
For hygiene and safety reasons, we do not accept returns or offer refunds on skincare and supplements (even if unopened) once they have been dispatched, except in the following situations:
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Adverse reaction to a product
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Faulty, damaged or incorrect goods
We are unable to accept returns where:
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You have changed your mind
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The product is not what you expected in terms of texture/scent/feel
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You ordered the wrong item
This is to ensure the integrity and safety of every product we send out.
Adverse Reactions
If you experience an adverse reaction to one of our products:
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Stop using the product immediately.
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Contact us as soon as possible (and within 7 days of receiving your order), including:
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Your order number
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The product name
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Description of the reaction
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Clear photos of the affected area, if possible
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Our clinical team will review your case. Where an adverse reaction is confirmed, we may offer:
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A refund, or
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A store credit, or
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A suitable replacement product
We may ask for further information or recommendations from your healthcare professional in more complex cases.
Faulty, Damaged or Incorrect Items
We take great care in packing and checking orders, but occasionally things can go wrong in transit.
Please contact us within 48 hours of delivery if:
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Your order arrives damaged
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The product appears faulty
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You have received the wrong item
To help us resolve this quickly, please provide:
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Your order number
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Photos of the parcel and the product(s)
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A brief description of the issue
If the item is confirmed as damaged, faulty or incorrect, we will arrange one of the following at no extra cost to you:
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A replacement
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A refund
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A store credit
Returns Process (for Eligible Cases Only)
If your case falls under adverse reaction or faulty/damaged/incorrect goods and we ask you to return the item:
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Our customer support team will confirm whether a return is required.
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If so, you’ll receive instructions and, where applicable, a return label.
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Please pack the item securely to prevent further damage in transit.
Once received and assessed, we will process your refund or replacement in line with what has been agreed.
Refunds
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Approved refunds will be processed within 7–10 business days.
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Refunds are issued to the original payment method used at checkout.
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Original shipping charges are generally non-refundable unless the product was faulty, damaged, or sent in error.
Exchanges
We do not offer direct exchanges.
If your product is eligible under this policy, we will process a refund or credit, and you can place a new order for an alternative item.
Your Responsibilities
To help us help you:
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Please check your order carefully on arrival and report any issues promptly.
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Always follow usage instructions provided by your clinician or on the packaging.
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If you have known allergies, sensitivities, or medical conditions, consult your doctor or clinician before starting new products.
Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law.
Customer Support
If you have any questions about this Return and Refund Policy, or you’re unsure whether your situation is covered, please contact us via the details on our website and our team will be happy to advise you.