One year of coverage
Twelve full months from the day The Ellara One arrives. Anything that fails on the manufacturing side, we cover.
Support & Warranty
If something goes wrong, we'll make it right.
A real human, a real warranty, and no fine print designed to wear you down. Here's how we look after you after the box arrives.
- 1-year warranty
- 30 nights to try
- Replies within 24h
- US-based support
Returns
Thirty nights to see how it works on your skin.
Try Ellara One for thirty nights. Most people see something by week four — we only ask that you give it a real try. If your skin doesn't see a change you're happy with, send it back — we'll refund the full $329. No restocking fee. No return shipping cost. No questions about why.
01
30 nights, not from order date.
Your window starts the day the mask arrives. So if shipping takes a week, you still get a full thirty nights of use.
02
Free return shipping.
We send a prepaid label. You don't pay a cent to send it back.
03
Refunds in 3–5 business days.
Once the mask arrives back at our warehouse, your refund hits your card within 3–5 business days.
The warranty
One full year. No fine print.
Every Ellara One is covered by a one-year manufacturer warranty. If your mask breaks or stops working the way it should, we'll replace it. We cover the new mask, the shipping, and the back-and-forth. You don't pay anything.
Free replacement, free shipping
If your mask is faulty, we send a new one and cover the shipping both ways. You don't pay a cent for the swap.
No back-and-forth
Email us, tell us what's happening, and we'll handle the rest. No long forms, no proof-of-purchase gymnastics.
What's covered: manufacturing defects, faulty LEDs, controller issues, charging problems, anything that breaks under normal use. Shipping damage and lost-in-transit packages are also covered — email us with your order number and we'll send a replacement same-day, before any back-and-forth.
What's not covered: drops, water damage, lost cables, or wear from heavy commercial use. Honest line in the sand.
Support
Email us anytime. We'll get back to you fast.
Our support team is small and based in Wyoming, USA. We answer email Monday through Friday, from 10:00 to 18:00 Eastern Time. Most messages get a reply within 24 hours. During launches or busy weeks it might take a little longer, and we'll always tell you upfront if that's the case.
For self-service, the full Ellara One user manual covers setup, the six treatment modes, the weekly protocol, safety information, and care instructions — most questions are answered there before you'd need to email.
Email
hello@ellaratherapy.com
The fastest way to reach us.
Hours
Monday to Friday, 10:00 to 18:00 ET
Eastern Time. Closed weekends and US holidays.
Response
Usually within 24 hours
A little slower during high-volume weeks. We'll always reply.
Or send a note
Three fields. Goes straight to hello@ellaratherapy.com. Same human, same 24-hour reply.