Return Policy

What We Accept

We accept returns on unopened, unused products in their original
packaging within 30 days of the delivery date.

Because our products are made by hand in small batches and applied
to skin, we cannot accept returns on opened or used items —
except in the cases described below.

If Something Arrived Damaged

If your order arrived damaged or incorrectly packed, write to us
at orders@ueno.com within 7 days of receipt. Please include:

• Your order number

• A photograph of the item as it arrived

We will arrange a replacement or refund without requiring you
to return the damaged item. You will not be asked to argue your case.

If a Product Does Not Suit Your Skin

We understand that even a well-formulated product may not be
right for every person. If you experience an adverse skin reaction,
discontinue use and contact us at formulas@ueno.com.
We will discuss the formula with you honestly and, where appropriate,
arrange a refund on a case-by-case basis.

We do not offer refunds on the basis of personal preference
for an opened product — but we are always willing to talk.

How to Initiate a Return

1. Write to orders@ueno.com with your order number and reason for return

2. We will confirm eligibility and provide a return address within two working days

3. Pack the item carefully — we recommend using the original packaging

4. Once we receive and inspect the return, a refund will be issued within 5 working days

Return shipping costs are the responsibility of the customer,
except where the return is due to our error or a damaged item.

Refunds

Refunds are issued to the original payment method. Please allow
5–10 working days for the amount to appear, depending on your bank.

We do not issue store credit unless you request it.

Exchanges

We do not offer direct exchanges. If you would like a different
product, please return the eligible item for a refund and place
a new order.

Our Packaging Return Programme

Separate from our returns policy, we run a packaging return
programme for empty bottles. Details are included with every order.
This is not a commercial process — it is simply the right thing to do.

Questions about a return? Write to orders@ueno.com.
A person will read it.