Refund policy

Effective [8/28/2026]. Applies to orders placed at concele.com for delivery within the United States.

Our 30-Day Open-Box Promise

You can't tell whether an eye gel is right for you without putting it on your face. So we don't make you send back a product you've already opened in order to get money back.

• Never opened, within 30 days — send it back for a full refund of the product price.
• Opened and tried, within 30 days — on your first Concele order, keep the product and we'll refund 50% of the product price. There's nothing to ship back.
• Something wrong with your order — damaged, leaking, the wrong item, or past its expiry date — is refunded in full, or replaced free, whichever you prefer. Always. See section 4.

We want to be straight with you: this is not a 100% money-back guarantee, and we don't advertise it as one. The table below is exactly what you get, and when.

1. What you get

Never opened, original packaging — within 30 days of delivery. 100% of the product price, once we receive the item back. You arrange and pay for return postage. Original shipping charges are not refunded.

Opened or used — your first Concele order, within 30 days of delivery. 50% of the product price. Keep the product. Available once per customer.

Opened or used — a repeat order, additional units, or a second claim — within 30 days. 25% of the product price. Keep the product.

Opened or used — days 31 to 60 after delivery. 25% of the product price. Keep the product.

After 60 days. Not eligible. Sections 4 and 5 below have their own, shorter windows.

Every refund above goes back to the original payment method you used at checkout. We can't send a refund to a different card, to a bank account, or to anyone other than the person who placed the order.

These percentages are of the amount you actually paid for the product, not its list price. Shipping charges you paid at checkout are not refundable unless the return is the result of our error.

2. Bundles and multi-buy offers

For a bundle or multi-buy (for example, Buy 1 Get 2), we work out a per-unit price by dividing what you actually paid by the number of units you received. Each unit is then refunded at the rate that matches its condition. So on a $29.99 three-tube order, each tube is valued at $10.00: return two sealed tubes and keep one opened one, and you'd receive $20.00 plus $5.00, for $25.00.

Free gifts and promotional items have no independent cash value. If you return the order that earned a free gift, please return the gift with it.

3. Discounts and promotions

Refunds are calculated on the discounted price you paid. If a discount, offer, or free-shipping threshold applied because of an item you're returning, we'll adjust the refund to reflect the order as it would have been without that item.

4. Damaged, defective, wrong, or expired items

If your order arrives damaged, leaking, incorrect, or past its expiry date, email us within 7 days of delivery with your order number and a photo. If a fault only becomes apparent in use — a pump that won't prime, a tube that splits — tell us within 30 days of delivery. You'll get a full refund of everything you paid, including shipping, or a free replacement — your choice. You don't need to send anything back. No reduction, no fee, and this doesn't use up your once-per-customer Open-Box refund.

If an order never arrives, or we can't ship it, you get a full refund — sent within 7 working days, or within one billing cycle if you paid by card. We don't apply any of the percentages above to an order we failed to deliver.

5. If the product irritates your skin

Stop using it and email us within 30 days of delivery with your order number and a photo. We'll refund you in full. You don't need to send the product back. We're not able to give medical advice — if you're concerned about a reaction, please speak to a doctor or pharmacist.

6. How to make a request

Email hello@concele.com within the window that applies, and include:

• your order number;
• which items you're contacting us about, and whether they've been opened;
• a photo, if you're claiming under section 4 or 5.

We reply within 2 business days. If your request is approved, we issue the refund to your original payment method within 10 business days of approval. Your bank may take a few days more to post it. If more than 15 business days have passed since we approved a refund and you haven't seen it, please email us.

7. Sending an unopened item back

Email us first — we'll give you a return authorisation number and the return address. Write the number on the outside of the parcel, and get it into the post within 14 days of us issuing it. Parcels sent without a return authorisation number can't be processed and will be returned to you. We recommend a tracked service; until it reaches us, the parcel is your responsibility.

8. What isn't covered

• Gift cards.
• Items received free of charge, claimed on their own.
• Anything reported more than 60 days after delivery, or outside the shorter windows in sections 4 and 5.
• Products bought from a retailer other than concele.com — please go back to them.

9. Fair use

The Open-Box refund is a genuine offer, and we'd rather not police it. But we do keep track of claims, and we may decline a request, limit future orders, or close an account where there's a clear pattern of repeated claims across orders, addresses, or payment methods. We'll always tell you if we're doing this, and why.

10. Your legal rights

Nothing in this policy limits any rights you have under the consumer protection laws of your state, and nothing here affects your rights if a product is faulty or not as we described it.

11. Contact

Concele™ — hello@concele.com — [Concele. 1502 Brittain Rd #1014 Akron, OH 44310 United States]