Cancellation policy

Last updated: 26 October 2026

This policy is part of our Terms of Service.

1. How it works

Our products are sold on subscription. Before you pay, checkout shows what each renewal contains, its price, how often it renews and how to cancel, and completing checkout is your agreement to the Subscription. To buy once, use the Shop app or our website on desktop.

  • We send your first Order now, then a renewal on the schedule shown at checkout, usually every 4 weeks, until you cancel.
  • Each renewal is charged to your saved payment method and contains what checkout showed for renewals, unless you change it.
  • The renewal price includes shipping and any tax added at checkout, but not import duties outside the US and UK (see our Shipping Policy).
  • Free gifts and free jars come with your first Order only. If your first Order was discounted, renewals may cost more.

We email you a confirmation of these terms and how to cancel.

2. Reminders, payments and prices

  • We email you a reminder about 4 days before each renewal is charged, showing the Order total. It goes to the email on your Subscription, which you must keep up to date, and counts as notice unless we know it did not arrive.
  • If a payment fails, we may retry it and, if it keeps failing, cancel your Subscription and tell you.
  • We email you at least 7 days before a price change applies to your Subscription, so you can cancel first.

3. Manage or cancel

To skip, pause, change or cancel your Subscription, tap "Manage subscription" on our site or go to our customer portal. There is no minimum term and no cancellation fee. A pause or skip ends on the date shown in the portal, and renewals then restart, with our usual reminder before the next charge.

  • In the portal: cancel instantly, at any time. If you cancel before a renewal is charged, that renewal does not go ahead.
  • By email: write to contact@penroseskin.com. This is guaranteed to stop your next renewal only if your email reaches us at least 7 business days before the renewal date. We may reply once with an offer to stay. Unless you accept it, we cancel, counting the 7 business days from your first email.

If you cancel later than this, we cannot guarantee to stop the next renewal, only future ones. We confirm every cancellation by email.

4. Renewals already charged

Managing your Subscription is your responsibility, so a renewal that has been charged is not refunded for a change of mind, except as our Refund Policy sets out. Our 30-Day Guarantee covers your first Order only, not renewals, and your first renewal can be charged within those 30 days. UK and EU customers can also cancel their first Subscription Order within 14 days of delivery, as our Refund Policy explains. Your statutory rights are not affected.

5. Contact

Email contact@penroseskin.com. We reply within 5 business days. Our Contact information page has our company details.