Returns & Refunds

The window

You have 30 days from the delivery date to request a return. After 30 days we are not able to accept the item back, because we cannot verify how a topical product has been stored in the meantime.

What condition the item must be in

Unopened products — still sealed, in their original packaging — can be returned for a full refund of the purchase price.

Opened products cannot be returned. These are topical products applied to skin. Once a seal is broken we cannot resell the item and we will not put a used skincare product back into stock for someone else, so hygiene rules this out. The one exception is below.

If the product is faulty, damaged in transit, or not what you ordered, the condition rule does not apply. Email us with your order number and a photograph and we will replace it or refund it in full, including the shipping you paid. You do not need to return a damaged item before we act.

If it does not agree with your skin

Reactions to a topical product are uncommon but they happen. If you have used the product once and your skin does not tolerate it, stop using it and email us — we will look at it case by case rather than hide behind the opened-product rule. Tell us what happened and when.

We are not able to give medical advice, and nothing we sell is intended to diagnose, treat, cure or prevent any condition. If a reaction is severe or persists, see a clinician.

How to start a return

1. Email massage@enhancewell.com with your order number, which item you want to return, and why. A photograph helps if the item arrived damaged.
2. We reply within one to two business days with a return authorisation and the address to send it to. Do not post anything back before you have that — unauthorised returns cannot be matched to an order.
3. Pack the item securely, include the order number in the parcel, and send it with tracking. We recommend tracking because an untracked parcel that does not arrive cannot be refunded.

Who pays return postage

If the return is because the item was faulty, damaged, or we sent the wrong thing, we pay — we will send a prepaid label or reimburse your postage.

If you simply changed your mind, you pay the return postage, and the original shipping charge is not refunded.

When you get your money back

Once the returned item reaches us we inspect it and process the refund within three business days. The refund goes back to the original payment method. Your bank or card issuer then takes its own time to post it — usually a further five to ten business days, which is outside our control.

We email you when the refund is issued. If it has been more than ten business days since that email and nothing has appeared, contact your card issuer first, then us.

Sessions, gift certificates and room rental

This page covers physical products only. Massage and bodywork appointments and treatment room rental follow a separate cancellation policy — change or cancel more than 12 hours ahead at no cost; inside 12 hours the session is charged. Gift certificates are non-refundable, are valid for one year from the purchase date, and are transferable; see gift certificates.

Questions

Email massage@enhancewell.com or use the contact form. For delivery times and costs, see shipping.

Relax and Relief by Enhancewell
41 Union Square West, Suite 501
New York, NY 10003