Returns
Because we sell skincare, we can accept returns of unopened, sealed products only. Once a seal has been broken we cannot resell the item, and hygiene rules do not allow us to take it back. This is standard for cosmetics and is expressly permitted under EU consumer law.
Customers in the EU and Denmark
You have a statutory right to withdraw from your purchase within 14 days of receiving it, without giving a reason. To use this right, email us within those 14 days and return the product unopened and with its seal intact. We'll refund the full order amount, including standard delivery, within 14 days of receiving the goods back.
Customers in the United States
Unopened products can be returned within 30 days of delivery for a full refund of the product price.
How to start a return
Email surelasupport@gmail.com with your order number and which item you'd like to return. We'll confirm the return address and next steps within 1–2 business days. Please don't send anything back before we've confirmed — unannounced returns can go missing.
Return postage
You cover the cost of returning an item you've changed your mind about. If the product arrived damaged, faulty or wrong, we cover it — see below.
Damaged, faulty or incorrect items
Email us within 14 days of delivery with your order number and photos of the product and its outer packaging. We'll send a replacement or issue a full refund, whichever you prefer, and you won't pay any postage. You do not need to return a damaged item unless we ask you to.
Orders that never arrive
We carry the risk until your order is delivered to you. If a parcel is confirmed lost, or tracking shows no movement for 30 days, we'll replace it or refund you in full. See our Shipping Policy for the full process.
Cancellations
You can cancel for a full refund any time before your order is dispatched. Email us with your order number as soon as you can — once a parcel has left the warehouse we can't recall it.
Refunds
Approved refunds go back to your original payment method. Your bank or card issuer usually takes a further 5–10 business days to show the money in your account, which is outside our control. We'll email you when the refund is issued.
A note on skincare
Salicylic acid can be drying or cause mild irritation in the first weeks of use, and most people see results gradually rather than immediately. That isn't a fault with the product, so it doesn't qualify for a refund on an opened item — but do write to us. We'd rather help you use it properly than have you give up on it.
Questions
Email surelasupport@gmail.com and we'll get back to you within 1–2 business days.