Refund policy

If you’re not completely satisfied with your eskiin purchase, we offer a hassle-free return policy. You may return your product within 60 days of delivery.

How to Initiate a Return

The fastest and easiest way to start a return is through our Returns Portal, located in the website footer.

If your issue cannot be resolved there or you need further assistance, please email us at support@eskiin.com with your order number and reason for return.

Return Eligibility

To qualify for a return, the product must have been purchased directly from eskiin.com and must be returned undamaged, dry, and in its original packaging.

Replacement orders are covered for the remainder of the original order’s 60-day return window; issuing a replacement does not restart or extend that window.

For bundled purchases, all items included in the bundle must be returned, as the refund amount will be based on the items received and checked by our fulfillment partner.

Any promotional gifts or free items included with the purchase must also be returned, as they are considered part of the original purchase.

Once received, returns will be inspected to confirm that they meet these eligibility requirements. This process may take up to 14 business days.

Condition of Returned Items

You're welcome to inspect your product the way you would in a store: Unbox it and check that it's complete and undamaged. But if a returned item comes back with wear, damage, or missing parts beyond that, we may reduce your refund to reflect the item's reduced value. Any such reduction is in addition to return shipping costs and any applicable restocking fee.

Refunds

A return is considered approved once it has been received, processed, and accepted by our fulfillment partner. Your refund will then be issued through your selected refund method, either an eskiin gift card or your original payment method.

Return shipping fees will be deducted from your refund. These will be clearly displayed and confirmed in the Returns Portal before you finalize your return.

For some items — such as recurring subscription filter products — a restocking fee may apply. This will also be shown in the Returns Portal before you proceed.

Refunds to the original payment method may take 5 to 10 business days to appear. If you have not received your refund within 15 business days of approval, contact support@eskiin.com.

Defective or Damaged Products

If your item arrives damaged or defective, or develops a defect within 14 days of delivery, contact support@eskiin.com with your order number and a photo of the issue. Once verified, we’ll provide a free replacement.

Shipping Protection Claims

How protection claims are handled: If you purchased optional Shipping Protection, packages that are lost in transit, stolen after delivery, or damaged in transit are handled under your Shipping Protection benefit rather than this return process. See our Shipping Policy for what is covered and how to file a claim (contact support@eskiin.com within 60 days of your order delivery date).

Protection fees: Shipping Protection fees are non-refundable except as required by law. Canceling Shipping Protection stops future charges but does not refund fees already billed.

Replacement Policy

eskiin may provide a replacement for products that arrive damaged or defective, or when an incorrect item is received, as long as it is within our 60-day money back guarantee. Customers must contact support@eskiin.com and provide the order number and photos of the issue for review. Once approved, the replacement will be shipped at no additional cost.

This policy is intended to cover genuine product issues. eskiin reserves the right to assess, limit, or deny replacement requests, including repeated requests associated with the same order, when misuse or abuse is reasonably suspected.

Replacements do not cover normal wear and tear, accidental damage, misuse, or issues reported outside the eligible timeframe unless otherwise assessed and approved.

Care Guidelines

To remain eligible for replacement, eskiin products must be installed and used according to the provided instructions and within the product’s recommended water pressure and temperature ranges. Damage caused by misuse, neglect, improper installation, or failure to follow care guidelines is not covered.

Non-Returnable Items

We do not accept returns on:

Customized items

Gift cards

Exchanges

eskiin does not offer exchanges between different product types. Customers who would like a different product must start a return for the original item within the 60-day return window and place a new order separately. Exchanges are only available for the same product in a different finish or variant, subject to availability.

Subscription Filter Management

If you’re enrolled in our Autoship subscription, you may skip, delay, or cancel upcoming filter shipments through your account portal. Subscriptions renew automatically unless canceled before the renewal date. Changes must be made before an order is processed. Once processed or shipped, the order cannot be canceled. You may refuse delivery or return the order after receipt, subject to our 60-day return policy.

Shipping Costs & Order Errors

If you’re returning a product because you no longer need it, the return shipping cost will be deducted from your refund.

We are not responsible for errors made during checkout, including incorrect items or addresses. However, if your order hasn’t shipped yet, contact us and we’re happy to help if we can.

For international orders, see the International Shipping & Returns section of our Shipping Policy for where we currently ship, how international returns are handled, and who is responsible for additional return shipping costs outside the original delivery country.

Need Help?

We encourage you to contact our support team directly before filing a dispute with your bank or payment provider. Reaching out to us allows for faster, more personalized resolution.

Thank you for choosing eskiin — we’re proud to be part of your clean and pure shower experience.