Refund policy
Refund & Return Policy
Please do not return your package without first contacting our team at Pelloss.store@gmail.com. We are unable to process returns or refunds without prior approval.
Money-Back Guarantee
We are confident that our products deliver real results. If you are not fully satisfied, we offer a 60-day money-back guarantee.
How to claim the money-back guarantee
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Contact our support team at Pelloss.store@gmail.com.
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Submit your request between 30 and 60 days after delivery to be eligible.
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Please give the product a fair trial and use it consistently for at least 30 days to see the benefits. Since every skin type is different, results may take time to appear.
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Once submitted, our team will review your request and respond shortly.
If you need guidance on how to properly use our products, please contact us at Pelloss.store@gmail.com for personalized advice.
Refund Processing for the Money-Back Guarantee
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Once approved, refunds are processed within 3 to 5 business days.
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Your payment provider may take up to 10 business days to finalize the transaction.
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Refunds apply to products that have been properly used and tested.
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If you have unused products, contact our support team to receive return instructions.
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Shipping fees are non-refundable, and return shipping costs are the responsibility of the customer.
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Incomplete or incorrect requests may not be accepted. Please ensure all information provided is accurate.
Product Returns
If you wish to return some or all products from your order, please contact our support team at:
Our team will provide the return shipping address and detailed instructions.
Customers are responsible for all return shipping costs, which are non-refundable.
Once the package has been shipped, please send us the tracking number or proof of shipment so we can monitor the return.
For orders valued over €75, we recommend using a trackable shipping service or shipping insurance, as we cannot guarantee receipt of returns without tracking.
After we receive and inspect the returned products, the refund amount (excluding shipping fees) will be issued to your original payment method.
Please allow up to 10 business days for your payment provider to finalize the refund.
Product Exchanges
We understand that you may wish to exchange a product for a different item.
Exchanges are available for products that are:
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unused
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unopened
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returned in their original and undamaged packaging
To initiate an exchange
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Contact our support team at Pelloss.store@gmail.com to receive return instructions.
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Securely pack the product in its original packaging.
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Ship the parcel to the provided return address.
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Send us the tracking number or proof of shipment.
Customers are responsible for all return shipping costs, which are non-refundable.
Cancellation Before Order Processing
If you wish to cancel your order and receive an immediate refund, please follow these steps:
1. Act quickly
Orders must be canceled before they are processed.
Orders are usually processed within 24 hours. Once a shipping confirmation email is sent, the order is considered processed.
2. Contact customer support
Send an email to:
Use the subject line:
URGENT CANCELLATION – Order #123456
Include your order number in the email.
3. Wait for confirmation
Once your cancellation request is confirmed, the refund will be processed to your original payment method.
Damaged or Defective Products
If you receive a damaged or defective product:
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Contact Pelloss.store@gmail.com as soon as possible.
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Include a photo of the damaged product and your order number.
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Indicate whether you prefer a refund or replacement.
Our team will review your request and provide return instructions if necessary.