Refund policy

Return & Refund Policy

Effective Date: August, 1st 2025
Brand: Ellonmask — Glow naturally with ELLONMASK.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at jean@ellonmask.com. Please note that returns will need to be sent to the following address: [335 NW 190 St miami Fl 33169]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at jean@ellonmask.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at [jean@ellonmask.com].

We want you to be fully satisfied with your Ellonmask purchase. If for any reason you are not happy with your order, we’re here to help.

Returns

Due to the personal nature of skincare products, we do not accept returns on used or opened items for hygiene reasons.

However, if your item arrives damaged, defective, or you received the wrong product, you may request a return or replacement within 14 days of delivery.

To be eligible:

Item must be unused, unopened, and in original packaging
You must provide proof of purchase
You must contact us within 14 days of receiving your order

How to Request a Return

Please contact us at:
📧 jean@ellonmask.com
Include:

Your order number
Reason for return
Photo proof (if applicable)

Once we review your request, we will provide instructions for return shipping (if approved).

Note: Customers are responsible for return shipping costs unless the product was damaged or incorrect.

Refunds

Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund.

If approved, your refund will be processed and automatically applied to your original payment method within 5–10 business days.

Non-refundable items:

Sale or promotional items
Opened or used products
Gift cards

Exchanges

We only replace items if they are defective or damaged. If you need an exchange, please email us at jean@ellonmask.com within 14 days of delivery.