We're here to help.
Returns, warranty, quick fixes or a question. Start below, or write to us directly.
Thirty days to try it on your skin.
If it isn't right for you, send it back for a full refund. No restocking fee, and return shipping is on us. The 30 days start the day your mask arrives, not the day you order.
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Email us
Write to hello@ellaratherapy.com within 30 days of delivery. You don't need a reason.
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Send it back
We send a prepaid return label. Pack it up and drop it off. You don't pay a cent.
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Get your refund
Once it's back at our warehouse, your full purchase price reaches your card within 3 to 5 business days.
One year. No fine print.
Every Ellara One comes with a 1-year limited warranty against defects in materials and workmanship under normal use. If something fails, we replace it and cover the shipping.
Covered
- Manufacturing defects in the mask, controller and cable
- LED failure under normal use
- Charging system defects
- Silicone defects such as tears or delamination
- Controller button or display faults
Not covered
- Damage from misuse, drops or liquid
- Normal wear and cosmetic changes over time
- Damage from non-approved accessories
- Unauthorized modifications or repairs
- Loss or theft
How to make a claim
Email us your order number and what's happening. We'll take it from there, with no long forms.
Shipping, simply.
- Free US shipping On every order.
- 3 days To ship Orders leave within 3 business days.
- Day 1 Trial starts on arrival Your 30 days run from delivery. If anything is missing or damaged, email us right away.
Quick fixes, step by step.
Most questions take a minute. If yours doesn't, write to us below.
Read the user manualIt won't turn on
Hold the power button for 2 to 3 seconds until the screen lights up. If nothing happens, check that the controller cable is pushed fully into the mask's power port, then charge it for about 3 hours with the included USB-C cable and try again.
Still nothing? Email us and we'll sort it out.
How do I charge it?
Use the included USB-C cable and a standard 5V/2A adapter. A full charge of the 4000 mAh battery takes about 3 hours. Charge it fully before your first session, and don't leave it plugged in overnight once it's full.
How do I choose a program?
Press the PROGRAM button briefly to step through M1 to M6. The active program shows on the controller's display. Every program runs 10 minutes and shuts off automatically.
Not sure which to pick? The program guide lists what each one is for.
How do I change the brightness?
Press the brightness button to step through 50%, 75% and 100%. If you're new to light therapy, start at 50% and build up over the first one to two weeks. A gentle warmth during a session is normal.
Some LEDs look off or dim
Near-infrared light (850 and 1072 nm) is invisible to the eye, so in programs that use it you'll see fewer lit LEDs than in a red or blue program. That's expected.
If a visible LED stays dark in a program where it should be lit, stop using the mask and email us. It's covered by the warranty.
How do I clean it?
After each session, wipe the inner surface with a soft, slightly damp cloth, or a gentle alcohol-free cleanser or micellar water on a cotton pad. Let it air dry fully before storing it in its pouch.
Never submerge it, use abrasive materials, or put cleaning products directly on the LED panels. The mask and controller are not waterproof.
My skin is red after a session
Mild, temporary redness is normal and usually settles within one to two hours. If it lasts longer, or comes with burning or swelling, stop using the mask and check in with your dermatologist.
Still stuck? Write to us.
Send a note and a real person will reply.
- Hours
- Monday to Friday, 10:00 to 18:00 ET
- Reply
- Usually within 24 hours