Refund policy
Returns & Exchanges
We hope you love your natural skincare products, but if something isn’t quite right, we’re here to help make it right. We gladly accept returns within 15 days of delivery for a full refund of the product purchase price. Below are the details of our return policy and how to initiate a return:
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Return Window: To qualify for a return, please contact us within 15 days of the delivery date of your order. Unfortunately, we cannot accept returns beyond 15 days from when you received the package. (If 15 days have passed since delivery, we apologize but we won’t be able to offer a refund or exchange.)
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Condition of Items: To be eligible for a refund, items must be in their original condition – unopened, unused, and in their original packaging. We cannot accept returns on items that have been significantly used or tampered with, for the health and safety of all our customers. If you have already opened or tried the product and have concerns, please reach out to us to discuss possible solutions.
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Damaged or Incorrect Items: If your order arrives damaged, or if we sent the wrong item, please contact us right away (within 7 days of delivery). We will take care of the issue at no cost to you – this may include sending you a replacement product or providing a full refund, depending on the situation. Your satisfaction is our priority, and we want you to enjoy our products as intended.
How to Initiate a Return (for eligible items):
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Contact Us: Email our customer support at Ancestors59@ancestorshands.com (or use our Contact Us page) within 15 days of receiving your order. Please include your order number and briefly let us know which item(s) you’d like to return and the reason for the return (this helps us improve!). We will respond promptly with return instructions and a Return Authorization if applicable.
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Pack & Ship the Item: Securely pack the product you’re returning. If possible, use the original packaging. Make sure the item is well-protected for transit. You may ship the return using USPS or another reliable carrier of your choice. (We recommend using a trackable shipping service to ensure we receive the item.) Unless the return is due to a damaged/incorrect item or other error on our part, return shipping costs are the responsibility of the customer. We’ll provide you with the return address in our email response.
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Receive Your Refund: Once we receive your returned item, we’ll inspect it to ensure it meets the return conditions. We will then process your refund for the cost of the item(s) returned. Refunds are typically issued within 3 business days of receiving the return and will be credited to your original method of payment. You will receive an email notification once your refund is processed. (Please note that it may take an additional few days for your bank or credit card company to post the refund to your account.)
Exchanges: At this time, we do not offer direct product exchanges. If you would like to exchange an item for a different one, the quickest way is to place a new order for the desired item and return the original item to us by following the return process above. Once we receive the returned item, we will issue a refund as described. If you have any questions or special requests regarding an exchange, feel free to contact us – we’ll do our best to assist.
Additional Return Notes:
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Original Shipping Fees: Any original shipping charges paid (if applicable on orders under $60 or for international shipping) are non-refundable. For example, if you paid $5 for shipping, that amount will not be refunded when we process your return. (However, if the return is due to an error on our part or a damaged/defective product, we will of course refund any shipping you paid and provide return shipping at no cost to you.)
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Return Processing: We try to process returns quickly once received. If you haven’t seen your refund after we’ve confirmed receipt of your return, please allow 5–7 business days and check with your bank/credit card, as processing times can vary. If there’s any issue or delay, we’ll communicate with you.
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Exceptions: For hygiene and safety, certain items (e.g., opened skincare jars, personal wellness items) may not be returnable if they’ve been used. We will clearly indicate on the product page if an item is final sale or non-returnable. If you’re unsure about whether your item can be returned, please ask us.
Contact Us
Your trust means the world to us. If you have any questions or concerns about our Shipping & Returns Policy – or any other inquiries about your order – please reach out to us! You can contact our friendly customer support team via email at Ancestors59@ancestorshands.com our Contact Us page on the website. We are always happy to assist you with tracking an order, resolving shipping issues, or guiding you through a return.
Thank you for choosing our natural skincare and wellness products! We value your business and will do everything we can to ensure you have a wonderful experience with us from start to finish. Happy shopping