Help & Advice

Money-Back Guarantee

Your Money-Back Guarantee - Our Escentual Promise

Get guaranteed results on selected collagen supplements or we will give you your money back.

*We reserve the right to amend, remove, forfeit, these terms at any time.

Escentual Estee Lauder Money-Back Guarantee

Our Escentual Promise can only be redeemed once by any customer and can only be redeemed within 30 days of receiving your order. Please contact customer services at escentualpromise@escentual.com with your order number (example 70xxxxxxx) within 30 days of purchase if you’re not satisfied for any reason. The unwanted product will need to be returned at your cost and your refund will be issued within 7 days of receipt of the return.

We will only issue a refund if:

You have purchased the product via the Escentual website.
For instances where your order is unwanted and unopened, please get in touch with our customer service team: customerservice@escentual.com.

We are unable to issue a refund if:

You’ve contacted us after 30 days of your order being delivered.
You’ve previously redeemed a refund via Escentual Promise for the same product (or a different size variation).

Escentual Vida Glow Money-Back Guarantee

Our ‘Escentual Promise’ can only be redeemed once by any customer and can only be redeemed after 8-weeks of using the product.

Please contact customer services at escentualpromise@escentual.com with your order number (example 70xxxxxxx) within 10 weeks of purchase if you’re not satisfied. After the first day of contact, your refund will be issued within 7 days.

We will only issue a refund if:

You’re not satisfied with the results after 8 weeks of consistent daily Natural Marine Collagen supplementation.
You have purchased the Vida Glow Daily Essentials Natural Marine Collagen Sachets 90 x 3g Original Bundle via the Escentual website.
For instances where your order is unwanted and unopened please contact our customer service team: customerservice@escentual.com

We are unable to issue a refund if:

You have opened your Vida Glow Daily Essentials Natural Marine Collagen Sachets 90 x 3g Original Bundle and are unsatisfied with the taste or smell.
You haven't followed the recommended dosage of collagen for your age group stated on our website.
You haven't used the product consistently for the full 8-week trial.
You’ve contacted us after 10 weeks of your order being delivered.
You’ve previously redeemed a refund via Escentual Promise for the Vida Glow Daily Essentials Natural Marine Collagen Sachets 90 x 3g Original Bundle.

Escentual Proto-col Money-Back Guarantee

Our Escentual Promise can only be redeemed once by any customer and can only be redeemed after 30 days of using the product. Please contact customer services at escentualpromise@escentual.com with your order number (example 70xxxxxxx) within 45 days of purchase if you’re not satisfied. After the first day of contact, your refund will be issued within 7 days.

We will only issue a refund if:

You’re not satisfied after 30 days of consistent daily Proto-col Collagen supplementation.
You have purchased any of the following products via the Escentual website:

Proto-col Complete Collagen Citrus Flavour 30 Day Kit
Proto-col Collagen Cordial Red Berry Flavour 450ml
Proto-col Pure Collagen Food Supplements 120 Capsules
Proto-col Collagen Shot Red Berry Flavour 30 Day Kit 30 x 50ml

For instances where your order is unwanted and unopened please contact our customer service team: customerservice@escentual.com.

We are unable to issue a refund if:

You have opened your Proto-col Collagen Supplements and are unsatisfied with the taste or smell.
You haven't used the product consistently for the full 30-day trial.
You’ve contacted us after 45 days of your order being delivered.
You’ve previously redeemed a refund via Escentual Promise for any of the following:

Escentual Aveda Money-Back Guarantee

We will only issue a refund if:

You have purchased the product via the Escentual website.

For instances where your order is unwanted and unopened please contact our customer service team: customerservice@escentual.com.

We are unable to issue a refund if:

You’ve contacted us after 30 days of your order being delivered.
You’ve previously redeemed a refund via Escentual Promise for the same product (or different size variation).