Refund policy

Last updated: November 10, 2026

We want you to feel well cared for. Please read this policy before you start a return, and contact us first so we can help.

Start here

Email oatandstone.skin@gmail.com before sending anything back. Include your order number, the email used at checkout, and a short note about the item. Please do not send a package until we have given you return instructions.

Return window

Where returns are accepted, please contact us within 14 days of delivery. Items must be in the same condition they were received, unused, and in their original packaging, unless we tell you otherwise or the law requires a different approach.

Skincare products

For hygiene and safety reasons, opened or used skincare products (serum, cleanser, cream, facial oil, and eye patches) cannot be returned unless the item arrived damaged, defective, or not as described, or applicable law requires otherwise. Unopened skincare in its original, sealed packaging may be returned if you contact us within the return window.

Facial tools

Gua sha stones, rollers, and ice rollers may be returned if they are unused, undamaged, and in their original packaging, and you contact us within 14 days of delivery.

How returns work

Our products ship from fulfillment partners, some of them overseas. In some cases a partner cannot accept a physical return. When that happens, we may offer a refund or replacement without asking you to mail the item back, especially for damaged, defective, or incorrect items.

Return shipping

For change-of-mind returns, you are responsible for return shipping costs, and original shipping charges are not refunded, unless applicable law requires otherwise. If we sent the wrong item, or an item arrived damaged or defective, we will cover return shipping when a return is needed, or resolve it without a return.

Damaged, defective, or wrong items

Please inspect your order when it arrives and email us within 14 days of delivery if an item is damaged, defective, or not what you ordered. Photos help us resolve it quickly with a replacement or refund.

Exchanges

We may offer a replacement of the same item when stock is available. Contact us before returning anything if you would like an exchange.

Refunds

Once we have reviewed your request (and the item, if it was returned), we will email you to let you know whether the refund is approved. Approved refunds go back to the original payment method. Your bank or payment provider may need additional time, often 5–10 business days, to post the refund. If you do not see your refund within a reasonable time after approval, contact us.

Your legal rights

This policy does not limit any rights you may have under applicable consumer protection laws, including rights that apply if goods are defective, not as described, or not delivered within a required or agreed timeframe.