What is our returns and refunds policy?


Missing or Incorrect items

It’s important to us that you receive your items on time and in good condition, unfortunately sometimes human error does occur. If you have received your parcel and you either have an incorrect or missing item, simply contact our customer support team at Include a pic of the order you received in the original packaging and we will organise a replacement for you ASAP!

Damaged or Faulty Items

If you have received your parcel and your items have been damaged in transit, please contact our customer support team at Include a pic of the order you received and we will do our best to have this rectified for you quickly.

If the item you have received is faulty, please contact our customer support at Include a pic and detailed description of the faulty item.

Change of Mind

If you've had a change of mind about an item you have ordered, we are happy to offer an exchange or refund on unopened and unused products, in their original, new packaging, within 14 days of your order date. Simply contact our customer support team at Unfortunately, in line with health and safety regulations, we are unable to accept returns on opened or used products.

Unclaimed or Returned Parcels

If you fail to collect your item from the post office or have entered the wrong address your parcel will be returned to our warehouse. If you would like us to resend your parcel you will need to pay a reshipping fee. Any unclaimed or returned parcels that you would prefer to have refunded, will be processed once we have received the parcel back to our warehouse, less any outgoing shipping cost covered by real-u.


In line with health and safety regulations, we can only offer refunds on returned items that are unopened, in their original, new condition.

All requests for refunds must be received within 14 days of the delivery date. You will be refunded for the cost of the products only. No shipping cost are refundable, including outgoing shipping costs that were originally covered by real-u. Return shipping costs are the responsibility of the customer, we recommend that you use a trackable, insured service as we cannot take responsibility for returns lost in transit.

Everyone’s skin is different and responds differently and although real-u has been proven to be very effective for most people there are many factors that can contribute to acne both internally and externally. This is why we can't guarantee results, as much as we wish we could. For this reason, we have made available ‘Travel Kits’ for you to try first to see how your skin likes real-u.

We are unable to exchange, return or refund items purchased from one of our stockists, please contact them directly.

To help you avoid sensitivities we have listed all our ingredients on our products page. In the rare instance you've had an allergic reaction, please discontinue use and contact Ebony at within 14 days of receiving your order. Include a detailed description, list of all current products you are using, your before pic and a current pic of your skin and she will advice you further.