Refund policy

Our 60-Day Money-Back Guarantee

We want you to try Esme properly, in your own routine, before deciding whether it's right for you. That's why every order placed on esmebeauty.co is covered by our 60-Day Money-Back Guarantee, including sale, discounted and Buy 2, Get 2 Free orders.

If you're not happy with your results, you can claim a refund within 60 days of the delivery date shown on your tracking.

What's covered

  • Opened, used and empty bottles all qualify. Skincare is personal, and you can't judge results without using the product.
  • Please use the product for at least 21 days before claiming. Results take consistency, so we ask that you give it a fair try first.
  • Skin reactions are the exception. If you have a reaction, stop using the product straight away. You can claim at any time within the 60 days. You don't need to wait 21 days.

How to make a claim

  1. Email info@esmebeauty.co within 60 days of delivery with:
    • your order number
    • the name and email address on the order
    • a short reason for your claim
    • one photo of your bottle(s)
  2. We'll reply within 2 business days with a Return Authorization (RA) number and a prepaid return label. Return postage is on us.
  3. Send back all bottles from your order within 14 days of receiving your RA number. This means every bottle, whether used, empty or unopened, including any bottles you received for free.

How much you'll be refunded

  • We refund the amount you actually paid, never more.
  • If you keep any unopened bottles instead of returning them, we'll deduct them at the per-bottle price you paid (your product total, excluding shipping, divided by the number of bottles you received). For example, if you paid $58 for 4 bottles, each bottle counts as $14.50.
  • Original shipping charges are refunded only if you return your full order.

When you'll receive your refund

We'll issue your refund to your original payment method within 5 business days of the carrier scanning your return parcel. Your bank or card provider may take a further 5–10 business days to post it to your account. Refunds are issued in the currency you paid in.

Guarantee conditions

  • One guarantee claim per customer. We identify customers by name, email address, shipping address and payment method.
  • The guarantee applies to orders placed on esmebeauty.co only. It doesn't cover products bought from resellers or marketplaces.
  • We may refuse a claim that involves repeated returns, an open chargeback or payment dispute, or fraud.

These conditions apply to our voluntary guarantee only. Nothing in this policy limits your legal rights as a consumer in the country you live in.

Damaged, defective or incorrect items

This is separate from the guarantee and doesn't count as your guarantee claim. Please check your order when it arrives. If an item is damaged, defective or not what you ordered, email info@esmebeauty.co within 7 days of delivery with your order number and photos of the issue. We'll send you a free replacement or give you a refund.

Lost or delayed orders

If your order hasn't arrived within the estimated delivery window, email info@esmebeauty.co within 30 days of the shipment date. You can check your order status any time at https://esmebeauty.co/apps/parcelpanel. If your package is confirmed lost in transit, we'll arrange a replacement or a refund. See our Shipping Policy for details.

Cancellations

You can cancel or change your order within 2 hours of placing it. Just email info@esmebeauty.co with your order number. After that, your order may already be in fulfilment and we may not be able to cancel it, but you're still covered by our 60-Day Money-Back Guarantee once it's delivered.

Exchanges

We don't offer direct exchanges. If you received a damaged or incorrect item, see "Damaged, defective or incorrect items" above.

Questions?

We offer support by email only. Email info@esmebeauty.co and we'll reply within 1–2 business days, Monday to Friday.