We want you to love your Esteem Skin Actives routine. If something isn’t right, this policy explains how returns, exchanges and refunds work for orders placed on esteemskinactives.com, operated by Imperial Group L.L.C-FZ, United Arab Emirates.
1. Our [14]-day return window
You can return products within [14] days of delivery for a refund or exchange, as long as they are unopened, unused and in their original sealed packaging. To keep our products safe and hygienic, skincare that has been opened or unsealed cannot be returned, unless it is faulty.
If you live in a country with longer statutory cancellation rights (for example the UK or EU, where consumers can usually cancel online orders within 14 days of delivery), those rights still apply to you.
2. Items we can’t accept
- Opened, used or unsealed products (unless faulty).
- Products bought from other retailers. Please return these to the store you bought them from.
- Gift cards and free gifts.
- Final-sale items marked as non-returnable at the time of purchase.
3. Damaged, faulty or incorrect items
If your order arrives damaged, faulty or incorrect, email us within [7] days of delivery with your order number and photos. We will send a free replacement or a full refund, including shipping. You won’t need to return the item unless we ask you to.
4. If your skin reacts
We recommend patch testing every new product. If you experience irritation, stop using the product and contact us within [30] days of delivery. As a gesture of goodwill, we will review each case individually and may offer a refund or store credit, even if the product has been opened.
5. How to return
- Email support@esteemskinactives.com with your order number and the items you’d like to return.
- We will send you return instructions, or arrange a courier collection within the UAE.
- Pack the items securely in their original packaging and send them back within [7] days of our reply.
Unless the item is damaged, faulty or incorrect, return shipping is paid by you [UAE collections: AED 20 deducted from your refund]. Original shipping costs are not refunded, except where required by law.
6. Refunds
- Once your return arrives and is checked, we will email you to confirm.
- Approved refunds are made to your original payment method within [14] days. Your bank may take a few extra days to show it. Cash on delivery orders are refunded by bank transfer or store credit.
- If the refund hasn’t appeared after 10 business days, please check with your bank, then contact us.
7. Exchanges
To exchange an unopened product, return it as described above and place a new order for the item you want. If an item was damaged or faulty, we will replace it free of charge.
8. Subscriptions
- You can skip, change or cancel your subscription at any time from your account before the next billing date. Changes made after billing apply to the following order.
- If a subscription order was charged by mistake (for example you meant to cancel), contact us within [7] days. If it has not shipped, we will cancel and refund it. If it has shipped, unopened products can be returned under this policy.
9. Contact us
Questions about a return or refund? Email support@esteemskinactives.com. This policy does not affect any consumer rights you have under the laws of your country.