Refund policy

Last updated: 07/07/2026

 

This Return and Refund Policy applies to purchases made from Percalis.

Percalis is operated by ETHER SIGN LTD, trading as PERCALIS, a company registered in England and Wales under company number 13142787.

Registered office:

71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ

Please note that our registered office is not a returns address. Returns must only be sent to the return address provided in our return instructions.

Percalis currently accepts orders for delivery within the United Kingdom only.

Percalis currently sells Aura, a facial cleansing device, and interchangeable brush heads. This policy may also apply to similar facial cleansing devices or brush heads sold by Percalis in the future.

For clarity, Percalis does not sell cosmetic products, creams, serums, lotions, or other formulas applied to the skin.

Nothing in this policy affects your statutory rights. If your item is faulty, damaged, incorrect, or not as described, your legal rights under applicable UK consumer protection laws will continue to apply.

 

1. RIGHT TO CANCEL

For orders delivered within the United Kingdom, you have the legal right to cancel your order within 14 days from the day you receive your item.

You do not need to provide a reason for cancelling your order.

Once you have notified us that you wish to cancel, you then have a further 14 days to return the item to us.

To request a cancellation or return, please contact us at:

contact@percalis.co.uk

Please include your order number and the email address used to place the order.

Do not send any items back before contacting us. We will provide you with the correct return instructions.

 

2. RETURN ELIGIBILITY FOR CHANGE OF MIND

For change-of-mind returns or cancellation returns, the item must be returned in a condition that allows us to assess and process the return fairly.

The item should be unused, unless it has only been handled in a way that would reasonably be allowed in a shop.

The item should also be clean and free from signs of use, wear, contamination, or damage.

The item should be returned complete, including the Aura facial cleansing device, all included interchangeable brush heads, the user manual, and any other components included in the original order.

The item should be returned with the original packaging where reasonably possible.

The item must be securely packaged to prevent damage during return shipping.

Proof of purchase is required.

The original packaging is not strictly required for a change-of-mind return. However, if the item is returned without its original packaging, with damaged packaging, or with missing components, and this reduces the value of the item, we may deduct an appropriate amount from the refund where permitted by applicable law.

You may inspect the product as you would in a shop. However, if the item has been handled or used beyond what is necessary to check its nature, characteristics, and functioning, we may deduct an amount from your refund to reflect any loss in value.

 

3. HYGIENE AND CONDITION OF RETURNED ITEMS

The interchangeable brush heads supplied with Aura are designed to come into contact with the skin.

For change-of-mind returns, Aura and all included interchangeable brush heads should be returned unused, clean, complete, and in a condition suitable for inspection.

You may inspect the product as you would reasonably be allowed to do in a shop. However, for hygiene reasons, the interchangeable brush heads should not be used if you intend to return the item for change of mind.

If Aura, any interchangeable brush head, or any component included in the original order shows signs of use, wear, contamination, damage, or missing parts, we may reduce your refund to reflect the loss in value, where permitted by applicable law.

This may include a deduction up to the full value of the affected item or component if its condition makes it unsuitable for resale for hygiene, safety, or quality reasons.

This applies only to change-of-mind returns. It does not apply if the item is faulty, damaged, incorrect, or not as described.

 

4. FAULTY, DAMAGED, INCORRECT, OR NOT-AS-DESCRIBED ITEMS

Please inspect your order when it arrives.

If your item is faulty, damaged, incorrect, or not as described, please contact us as soon as possible at:

contact@percalis.co.uk

Please include your order number, a clear description of the issue, and photos or videos showing the issue where relevant.

Once we review the issue, we will offer an appropriate solution in accordance with your statutory rights. This may include a refund, replacement, repair, or another suitable resolution depending on the situation.

For faulty, damaged, or incorrect items, Percalis will cover the reasonable cost of return shipping where a return is required. Please contact us before returning the item so we can provide the correct return instructions.

 

5. RETURN SHIPPING COSTS AND CANCELLATION BEFORE DELIVERY

For change-of-mind returns or cancellation returns after delivery, the customer is responsible for the direct cost of returning the item, unless the item is faulty, damaged, incorrect, or not as described.

We recommend using a tracked shipping service and keeping proof of postage or proof of return. We may ask for this proof before processing your refund.

If the item is faulty, damaged, incorrect, or not as described, we will cover the reasonable cost of return shipping where a return is required.

Please contact us before sending any item back. Once your return request has been reviewed, we will provide the correct return instructions, including the return address where applicable. Items sent to an address not provided by us may be delayed or may not be processed if we cannot identify or receive the return.

You may request to cancel your order before it has been delivered.

If your order has not yet been dispatched, we will cancel the order and process a refund to your original payment method.

If your order has already been dispatched, we may not be able to stop the delivery. In that case, you may need to wait until the item is delivered and then return it by following our return instructions.

If your order is confirmed as lost before delivery or cannot be delivered, we will offer an appropriate solution, such as a replacement or refund.

 

6. REFUNDS

Once we receive and inspect your returned item, we will notify you of the refund outcome, including any deduction that may apply where permitted by law.

If a refund is due, it will be processed to your original payment method within 14 days from the day we receive the returned item, or within 14 days from the day you provide valid proof that the item has been sent back, where required by applicable law.

For eligible cancellation returns, we will refund the price paid for the returned item.

Percalis currently offers free standard shipping, so there is no separate standard delivery charge to refund unless a delivery charge was paid at checkout.

If your order is cancelled before it has been dispatched, your refund will be processed to your original payment method within 14 days from the day your cancellation is accepted.

Please note that your bank, card provider, or payment provider may take additional time to make the funds available in your account.

 

7. DEDUCTIONS FROM REFUNDS

For change-of-mind returns, we may reduce your refund if the returned item has been handled or used beyond what is necessary to inspect its nature, characteristics, and functioning.

This may include signs of use, signs of wear or contamination, damage to the Aura device or interchangeable brush heads, missing parts, missing interchangeable brush heads, missing manuals, damaged packaging, missing original packaging where this reduces the value of the item, damage caused by inadequate return packaging, or any condition that reduces the resale value of the item.

 

8. EXCHANGES

We do not guarantee direct exchanges.

The quickest way to receive a different item is to return the original item, once eligible and approved, and place a new order separately.

 

9. UK-ONLY SALES

Percalis currently accepts orders for delivery within the United Kingdom only.

If our delivery locations change in the future, this policy may be updated to reflect the applicable return, refund, and consumer protection rules for those locations.

 

10. UNAUTHORISED RETURNS

Please contact us before sending any item back.

Returns sent without prior contact may be delayed or may not be processed if we cannot identify the order or confirm return eligibility.

Items must not be returned to the sender address shown on the delivery package unless we specifically instruct you to do so.

Sending an item to the sender address shown on the delivery package may delay or prevent us from processing your return.

 

11. CONTACT US

For any return, refund, cancellation, or product issue, please contact us at:

contact@percalis.co.uk

Percalis is operated by ETHER SIGN LTD, trading as PERCALIS.

Registered office:

71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ

Please do not send returns to our registered office unless we specifically instruct you to do so. The correct return instructions will be provided after your return request has been reviewed.