Refund policy

Last updated: 26 October 2026

This policy is part of our Terms of Service and covers Orders placed on penroseskin.com or through the Shop app. Nothing in it affects your statutory rights.

30-Day Guarantee

It covers your first Order only, once per household. A household means everyone at one delivery address, and anyone using the same email, phone number or card.
It does not cover Subscription renewals, later Orders or anything bought on Amazon or from another seller. Your first renewal can be charged within your 30 days, so if you are not sure yet, skip or cancel it in the portal before it is charged.

To claim, email contact@penroseskin.com within 30 days of delivery with your Order number, the reason you want a refund, and one photo of every jar from that Order with the lids off, showing which jars are still sealed. We refund:

Opened jars: what you paid for one opened jar of each scent. You do not need to send them back.
Sealed jars: what you paid for them, once sent back unopened within 30 days of your claim (see Returning unopened jars).
Each jar you bought in that Order, including any free jar from a buy-X-get-X offer and any jar in a bundle, is priced at an equal share of what you paid for those jars. Free gifts, such as the Mystery Gift, and shipping are not counted or refunded.

If anything is missing from your claim, send it within 7 days of our asking, or the claim lapses. If your claim is covered by this Guarantee, it cancels your Subscription from the day it reaches us, but not a renewal already charged by then. Any other request to cancel follows our Cancellation Policy.

Damaged, wrong or missing items

If a jar arrives damaged or leaking, an item is wrong or something is missing, email us within 7 days of delivery with your Order number and photos of the damaged jar and its box, the wrong item's label, or everything that arrived with the packing slip. We replace or refund that item. After 7 days we cannot accept a claim for damage in delivery, unless the law where you live gives you longer, as in the UK and EU.

Returning unopened jars

You can return unopened jars from a one-time Order within 30 days of delivery. For any return, email us first for the address (jars sent without asking may not be refunded) and use a tracked service at your own cost. Once the jars reach us and we have checked them, we refund what you paid for them, not shipping. Opened jars and jars from renewals cannot be returned for a change of mind.

Subscription renewals

Managing your Subscription is your responsibility. We remind you about 4 days before each charge, and you can cancel instantly in the portal any time before it (see our Cancellation Policy). A renewal that has been charged is not refunded for a change of mind, except:

Cancelled in time but still charged? If you cancelled in the portal before the charge, or your email reached us at least 7 business days before it, we refund that renewal in full.
Forgot to cancel? Email us on the same day the renewal is charged, in your time zone. We cancel your Subscription and will try to stop and refund that renewal before it ships, but cannot guarantee this. We do this once per household.

How refunds are paid

We refund the payment method you paid with, within 5 business days of approving your refund. Your bank may take up to 10 more business days to show it.

UK and EU customers

If you live in the UK or EU, you can also cancel a one-time Order, or the first Order of a Subscription, without giving a reason. Email contact@penroseskin.com within 14 days of delivery (the model form below is optional), then send the goods back within 14 days at your own cost. We refund what you paid, including standard delivery, within 14 days of receiving the goods or proof that you sent them. This right does not apply to a jar whose hygiene seal you have broken, and we may reduce the refund for a jar used more than needed to try it.

Model cancellation form: "To Penrose Skin Inc, 312 W 2nd St, Unit #A2299, Casper, WY 82601, USA, contact@penroseskin.com: I hereby give notice that I cancel my contract of sale of the following goods: [items], ordered on [date], received on [date]. Name of consumer: [name]. Address of consumer: [address]. Signature of consumer (only if this form is sent on paper). Date: [date]."

Chargebacks

Please email us before disputing a charge with your bank. If you open a dispute, we cancel your Subscription, send your bank our records and do not also refund the same charge while the dispute is open. If you falsely tell your bank that you did not place or receive an Order, we may stop taking your Orders. Nothing here limits your right to dispute a charge.

Contact

Email contact@penroseskin.com with your Order number. We reply within 5 business days. Our Contact information page has our company details.