Returns & Refunds Policy

Last updated: February 23, 2026

At ATEN Skincare, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.

1. Our Return Policy

If you are located in the UK or EU, you have a legal right to cancel your order within 14 days of delivery in accordance with applicable consumer protection laws.

If you are located in the United States, we accept returns within 30 days of delivery, provided the products meet the return conditions outlined below.

2. Eligibility for Returns

Products Eligible for Return:

  • Unopened products in their original, sealed packaging
  • Products that are unused and in resalable condition
  • Products with all original tags, labels, and packaging intact
  • Defective or damaged products (see section 5)

Products NOT Eligible for Return:

  • Opened skincare products (for hygiene and safety reasons)
  • Products that have been used or tested
  • Products without original packaging
  • Products returned after 30 days from delivery
  • Sale or promotional items marked as final sale

Important: Due to the nature of skincare products and for health and safety reasons, we cannot accept returns of opened or used products unless they are defective.

3. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact us through our Contact page or email us at hello@atenskincare.com within 30 days of receiving your order
  2. Provide your order number and reason for return
  3. We will review your request and provide you with return instructions and a return authorization if approved
  4. Pack the item(s) securely in the original packaging
  5. Ship the return to the address provided in your return authorization

Please note: Do not send returns without first obtaining a return authorization, as unauthorized returns may not be processed.

4. Return Shipping

Standard Returns:

  • Customers are responsible for return shipping costs
  • We recommend using a trackable shipping service
  • ATEN Skincare is not responsible for items lost or damaged during return shipping
  • Return shipping costs are non-refundable

Return Addresses by Region:

The specific return address will be provided in your return authorization email.

5. Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately (within 7 days of delivery) with:

  • Your order number
  • Photos of the defective or damaged product
  • Photos of the packaging
  • A description of the issue

For defective or damaged products:

  • We will cover return shipping costs
  • We will provide a prepaid return label or reimburse your return shipping costs
  • You will receive a full refund or replacement (your choice)

6. Refund Process

Processing Time:

  • Once we receive your return, we will inspect it within 3-5 business days
  • If approved, your refund will be processed within 5-10 business days
  • Refunds will be issued to your original payment method
  • Depending on your bank or card issuer, it may take an additional 5-10 business days for the refund to appear in your account

Refund Amount:

  • You will receive a refund for the product price
  • Original shipping costs are non-refundable (unless the product was defective or we made an error)
  • Return shipping costs are non-refundable (unless the product was defective or we made an error)

7. Exchanges

We do not offer direct exchanges at this time. If you would like a different product, please:

  1. Return the original item following our return process
  2. Place a new order for the item you want

This ensures you receive your new product as quickly as possible.

8. Wrong Item Received

If you receive the wrong item, please contact us within 7 days of delivery. We will:

  • Provide a prepaid return label
  • Send you the correct item at no additional cost
  • Cover all shipping costs

9. Order Cancellations

You may cancel your order before it ships. Please contact us as soon as possible at hello@atenskincare.com

Important: Our products are made on-demand at our manufacturing facilities in Latvia (EU) and North Carolina (USA). Once production has begun, we may not be able to cancel your order. If your order has already been produced or shipped, standard return policies will apply.

10. Consumer Rights

For EU and UK Customers:

Under EU and UK consumer protection laws, you have the right to cancel your order within 14 days of receiving your products (cooling-off period), provided the products are unopened and in their original condition.

Please note that this right does not apply to sealed cosmetic or hygiene products that have been unsealed after delivery.

To exercise your right of withdrawal, please contact us within 14 days of receiving your order.

For US Customers:

Our 30-day return policy applies. Some states may provide additional consumer protection rights.

11. Refusal of Delivery

If you refuse delivery of your order, you will be responsible for the original shipping costs and any return shipping fees charged by the carrier. These costs will be deducted from your refund.

12. Late or Missing Refunds

If you haven't received your refund after the stated timeframe:

  1. Check your bank account again
  2. Contact your credit card company (it may take time for the refund to post)
  3. Contact your bank (processing times vary)
  4. If you've done all of this and still haven't received your refund, please contact us at hello@atenskincare.com

13. Non-Returnable Items

The following items cannot be returned:

  • Gift cards
  • Downloadable products or digital content
  • Items marked as final sale or non-returnable at the time of purchase

14. Shipping & Production

ATEN Skincare works with trusted manufacturing partners in the EU and the United States. Products are made fresh to order and shipped from the facility closest to your location.

  • EU and UK orders: Produced and shipped from Riga, Latvia
  • US orders: Produced and shipped from North Carolina, USA

While our manufacturing partner handles production and shipping, ATEN Skincare is fully responsible for managing all returns, refunds, and customer service.

15. Questions?

If you have any questions about our Returns & Refunds Policy, please contact us:

We're here to help and will respond to your inquiry within 24-48 hours.