Refund policy

Last updated: 2 October 2026

Return window

You may request a return within 30 days of delivery.

Condition of returned items

Items must be returned:

unused and unwashed
in their original condition
with all original packaging, tags, inserts and accessories

We reserve the right to refuse a refund, or to reduce it, where an item is returned in a condition that goes beyond what is necessary to establish its nature and characteristics.

Items that cannot be returned

For health and hygiene reasons, the following cannot be returned once opened or used:

Facial cleansing sponges
Any item worn on the hair or head, including sleep bonnets, once worn
Any tool that has been in contact with skin, including gua sha tools and facial rollers, once used
Items marked as final sale or clearance
Gift cards

Sealed hygiene items may be returned only if the seal is intact.

This does not affect your rights where an item is faulty, damaged or not as described.

How to start a return

Do not send anything back before contacting us. Returns sent without authorization cannot be processed or refunded.

Email info@offhours.pro within the return window with your order number, the items concerned and the reason.
We will reply within 2 business days. In most cases we will simply approve your refund — see "Refunds without return" below. If a return is needed, we will send you a Return Authorization number and the return address.
Write the authorization number clearly on the outside of the parcel and ship it within 14 days.

Who pays return shipping

Where the return is due to our error — wrong, faulty, damaged or missing item — we pay return shipping and refund the full amount including original shipping.
Where the return is for any other reason, including change of mind, wrong size or the item not meeting expectations, the customer pays return shipping. Original shipping charges are not refunded.

We recommend a tracked service. We are not responsible for returns lost in transit.

Refunds without return

For most items under $40 we will issue your refund without asking you to ship the product back. Keep it, pass it on, or dispose of it as you prefer.

We may ask for photographs before approving. This applies once per customer; repeated requests are reviewed individually. For higher-value items we may request a return, at our expense where the fault is ours.

Refund processing

Once your return is received and inspected, we will email you to confirm approval or rejection.

Approved refunds are issued to the original payment method within 5–10 business days. The time it takes to appear on your statement depends on your bank or card issuer.

We cannot refund to a different payment method or a different person.

Damaged, defective or incorrect items

Where a fault is confirmed we will, at your choice, send a replacement or issue a full refund including shipping. We may ask you to return the item at our expense.

Incomplete orders

Because orders may ship in multiple parcels, please check whether a second parcel is still in transit before reporting a missing item. If all parcels have arrived and something is missing, contact us within 7 days of the final delivery.

Exchanges

We do not offer direct exchanges. To obtain a different item, return the original for a refund and place a new order.

Sale items

Items purchased at a discount are returnable under the same conditions unless expressly marked final sale.

Gifts

If an item was marked as a gift at purchase, we can issue a gift credit to the recipient. Otherwise the refund is issued to the original purchaser.

Late or missing refunds

If you have not received an approved refund after 10 business days, check with your bank or card issuer first, then contact info@offhours.pro.

Before disputing a charge

If something has gone wrong, please contact us first at info@offhours.pro. We resolve most issues within two business days. Filing a chargeback before contacting us delays resolution for everyone.

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