Refund policy

Last updated: March 6, 2026

At Ancona, we take great pride in the quality and clinical precision of our botanical formulas. If you are not entirely satisfied with your purchase, we are here to help you navigate the return process.

1. Right of Withdrawal (14-Day Window)

In accordance with EU consumer protection laws, you have the right to withdraw from your purchase and request a return within 14 days from the date you received your order.

2. Conditions for Returns

Due to the nature of skincare products and for hygiene and health protection reasons, we can only accept returns if the following conditions are met:

  • The product must be unopened and unused.

  • The protective seal (if applicable) and original packaging must be intact.

  • The product must be in the same condition that you received it.

Please note: If the hygiene seal has been broken or the product has been used, we cannot offer a refund or exchange, as the item is no longer suitable for resale.

Conditions for Non-Returnable Items

To maintain our high standards of hygiene and clinical precision, we strictly enforce the following:

  • No Returns on Opened Products: Once the original protective seal or packaging has been broken, the item is no longer eligible for a return or refund.

  • No Returns on Used Products: For health and safety reasons, any product that shows signs of use or has been partially consumed cannot be accepted.

  • Integrity of Sale: We only accept returns of products that are in their original, pristine, and sellable condition.

Note to Customers: We recommend reviewing the full list of ingredients on the product page prior to purchase to ensure the formula meets your skin's specific needs.

3. Damaged or Defective Items

If your order arrives damaged, leaking, or if you received the incorrect item, please notify us immediately.

  • Contact us at info@anconaskin.eu within 48 hours of delivery.

  • Please include your order number and clear photographs of the issue.

  • We will arrange a replacement or a full refund at no additional cost to you.

4. How to Start a Return

To initiate a return, please follow these steps:

  1. Email our support team at info@anconaskin.eu with your order number and the reason for the return.

  2. Once your return is authorized, we will provide you with the return shipping address in Andreja Saharova iela 1, Rīga, Latvia.

  3. Pack the item securely in its original packaging to prevent damage during transit.

5. Return Shipping Costs

Unless the item is defective or the return is a result of our error, the customer is responsible for the cost of return shipping. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

6. Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5–10 business days.

  • Please note that original shipping costs are non-refundable.

7. Contact Us

For any questions regarding our return policy, please reach out to:

Ancona Email: info@anconaskin.eu
Address: Rīga, Andreja Saharova iela 1-9, Latvia, LV-1007