Refund policy

Return & Refund Policy

At Skinorium, we want you to receive your order in the correct condition. This policy explains when you can request a return, replacement or refund for purchases made through www.skinorium.com or our official order channels.

1. Return Request Period

For a change-of-mind return, please contact us within 7 calendar days of delivery.

The product must be:

Unopened and unused.
In its original packaging.
With its original seal intact, where applicable.
Accompanied by an order number or other proof of purchase.

For damaged, leaking, incorrect or defective products, please report the issue as soon as reasonably possible, preferably within 7 days of delivery. This reporting preference does not remove rights available under applicable law, including for defects discovered later.

2. Damaged, Incorrect or Defective Products

Please contact us if:

Your product arrives broken, leaking or damaged.
You receive a different product from the one ordered.
An item is missing from your parcel.
The product is expired when delivered.
The dispenser or packaging has a manufacturing defect.

We will review your complaint and arrange an appropriate replacement, refund or other resolution.

Please retain the product and packaging while we review the issue. Do not send back a leaking or potentially unsafe item until we provide suitable return instructions.

3. Opened or Used Products

For hygiene reasons, opened, used or unsealed skincare products are not eligible for a change-of-mind return.

This restriction does not automatically exclude a claim involving a defective, damaged, incorrectly supplied or misdescribed product. Some defects can only become apparent after opening or use, and we will assess those complaints fairly.

Products damaged through misuse, improper storage or accidental damage after delivery are generally not eligible for a refund for that damage.

4. Skin Sensitivity and Product Expectations

Individual experiences with skincare products can vary. A change of preference or dissatisfaction with an otherwise correctly supplied, non-defective product does not automatically qualify an opened product for a return.

If you experience irritation or an unexpected reaction, discontinue use and contact us with your order details and a description of the concern.

We will review product safety or quality concerns individually. This policy does not exclude claims relating to a defective or misdescribed product, or any express guarantee made at the time of purchase.

You do not need to provide intimate photographs to submit a complaint.

5. How to Request a Return or Refund

Your name and order number.
The mobile number used to place the order.
The delivery date.
The reason for your request.
Relevant photographs of the product, packaging and shipping label, where available.

An unboxing video can help us investigate, but it is not compulsory, and its absence alone will not cause a complaint to be rejected.

Our team will review the details and explain the next steps, including whether a return is necessary.

6. Returning a Product

Please contact us before sending a parcel so we can provide the correct return address and instructions.

Once a return is authorised, please dispatch it within 7 calendar days of receiving the return instructions, unless we agree otherwise.

Pack the product securely and retain the courier receipt and tracking number. Where possible, include your order number inside the parcel.

Do not send a return to the address printed on the original courier label unless we confirm that it is the correct return location.

7. Return Shipping Costs

If the issue is our error or a confirmed product defect: Skinorium will arrange return collection or cover reasonable standard return shipping costs agreed with you in advance.

If you change your mind: You are responsible for the return shipping cost. We will refund the eligible product amount after the returned item is checked.

Where an order originally qualified for free delivery, we will not retrospectively deduct an undisclosed outbound delivery charge from an approved refund.

8. Review and Approval

When a return is required, we will inspect the item after receiving it and notify you of the outcome.

If we cannot approve your request, we will explain the reason and any available next steps.

A return inspection will consider the nature of the complaint. Opening a product to discover a fault will not, by itself, invalidate a defect claim.

9. Refund Method and Timing

Approved refunds will be initiated within 7–10 working days after approval.

Prepaid orders: Refunds will normally be issued to the original payment method, where supported.
Cash on Delivery orders: Refunds will be made through an agreed bank transfer or supported digital payment method.

Your bank or payment provider may require additional time to display the funds.

We will request only the information needed to complete the refund. We will never ask for your banking password, PIN or one-time password.

Store credit may be offered as an option, but it will not be imposed in place of an approved monetary refund without your agreement.

10. Refund Amount

For an approved full product return, the refund will reflect the amount actually paid for the returned product, including any applicable discount.

If an entire order is incorrect or defective and is being refunded, any standard outbound delivery fee paid for that order will also be refunded.

For partial returns, we will explain the refund calculation before completing it. Any bundle or promotional adjustment must follow the terms disclosed when the order was placed.

11. Replacements and Exchanges

Replacements are subject to stock availability.

If the required replacement is unavailable, we will offer an appropriate refund or another product with your agreement. Any price difference will be explained before proceeding.

We will not substitute a different product without your approval.

12. Sale Items and Bundles

Sale and promotional purchases remain eligible for complaints concerning damage, defects, incorrect supply or misdescription.

For change-of-mind returns of a complete bundle, all included products and complimentary items must be returned unopened and unused.

If only one item in a bundle is defective, we will assess that item and explain the available replacement or refund options without automatically requiring the return of unaffected items.

13. Order Cancellations

Please contact us as soon as possible if you want to cancel an order.

If the order has not been dispatched, we will cancel it where possible and refund any payment received.

Once a parcel has been handed to the courier, cancellation or interception may not be possible. Our team will explain the available return or delivery options.

14. Undelivered or Lost Orders

If your order has not arrived, contact us with your order number and tracking information.

We will investigate with the courier. If the parcel is confirmed lost, we will arrange an appropriate replacement or refund.

A courier tracking status alone will not prevent us from reviewing a report that a parcel was not received.

15. Your Consumer Rights

This policy does not exclude or limit any rights or remedies that cannot lawfully be excluded.

Return windows and hygiene restrictions for voluntary change-of-mind returns do not override applicable rights relating to defective, unsafe, incorrect or misdescribed products.

16. Contact Us

For return, replacement or refund assistance, contact Skinorium through the official WhatsApp link on our website.

Website: https://www.skinorium.com

Please include your order number and a brief explanation of the issue so we can assist you efficiently.