Refund policy

We offer a 30-day return request period for eligible items.

Because we sell skincare and personal-care products, returned items must be unused, unopened, sealed and in their original packaging. Opened, unsealed or used skincare and personal-care products cannot be returned unless they are faulty, damaged on arrival or incorrect.

To start a return, please contact orders@skincareshop.co.uk before sending any item back. Once your return is approved, we will provide return instructions. Items sent back without first requesting a return may not be accepted.

Please note that returns will need to be sent to the following address: 

59 Leighton Road, NW5 2QH, Kentish Town, London

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at orders@skincareshop.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@skincareshop.co.uk.

1.    Returns and Refunds

 

a.     This does not affect your statutory rights. If you have a legal right to cancel your order, the item must be returned unused, unopened, sealed and in its original packaging unless it is faulty, damaged or incorrect. 

 

b.    Because of the nature of our products, www.skincareshop.co.uk does not accept returns of products that you have unsealed, opened, used or damaged.

 

c.    If you decide to cancel your order and ask for a refund, you must return the products to www.skincareshop.co.uk without undue delay and no later than 7 days after the date on which cancellation was communicated.

 

d.    Refunds are issued once the returned goods are received and inspected by us. Refunds are processed to the same payment method used at checkout. Processing times may vary and can take up to ten working days, depending on your bank or payment provider.

 

e.    Postage fees for returning unwanted items are your responsibility unless the product is faulty. If you return a product because it is faulty, damaged on arrival, or incorrect, www.skincareshop.co.uk will refund the reasonable cost of return postage once the item is inspected and confirmed to be faulty or incorrect.

 

f.     You should obtain proof of postage when returning any item. You remain responsible for the returned goods until they reach SkincareShop.co.uk is not liable for items lost or damaged in transit when you return them.

 

2.    Advice about your legal right to cancel the Contract is available from your Citizens’ Advice Bureau or Trading Standards Office.

 

3.    Faulty or Damaged Items

 

a.    We dispatch only new, unopened and fully inspected products. If the parcel shows clear damage when delivered, check the contents before accepting it. If any item appears damaged, decline the delivery so the parcel returns to us.

 

b.    If you discover damage after accepting the parcel, notify us within forty-eight hours of receipt and return the item in its original packaging. We will examine the product once it arrives with us. If we confirm that the product is faulty or damaged, we will issue a replacement in line with your statutory rights.

 

c.    Promotions and Gift Offers

 

4.    Scope and Duration

 

a.    We publish each promotion with clear start and end dates and any qualifying conditions. Each promotion applies only during the stated period and only to the specific products or treatments listed on the website at the time of the offer. We provide gifts with purchase and samples only while stocks remain available.

b.    Eligibility and Use

c.    You may use a promotion only once per Order unless we state otherwise. You cannot combine any promotion with another discount, voucher or reward. We exclude certain items from promotional activity, including clinic treatments and products that appear as not eligible for promotion on our website. We do not apply promotions to orders placed before the promotion begins.

d.    Changes and Withdrawal

e.    We may amend or withdraw a promotion at any time. We may refuse or cancel any Order that results from misuse, ineligible activity or a breach of the promotional conditions. If we withdraw a promotion, we will honor any qualifying Order that we have already accepted.

5.    Third Party Offers and Vouchers

a.    Third-party promotions, referral rewards and purchased gift vouchers operate under their own terms. We may refuse any voucher or promotional code that appears altered, used incorrectly or invalid. Purchased gift vouchers remain non-refundable except where required by law.

6.    Errors and Corrections

a.    If a promotion contains an error in pricing, description or eligibility, we may correct the error and contact you to confirm whether you wish to continue with the Order. If you choose not to proceed, we will cancel the Order and issue a full refund. Your statutory rights remain unaffected.

 

b.    Gifts With Purchase (GWP) and sample offers are subject to availability, and we may modify or discontinue them without notice. We do not exchange GWP and sample offers, and we do not replace them with alternative products.

7.    www.skincareshop.co.uk may restrict or suspend access to any user who violates these Terms.

8.    Limited Warranties

 

a.    We take reasonable care to ensure that the information on our website remains accurate, current and reliable. We update product details, treatment information and service descriptions when needed. We do not guarantee that all content will remain free from error or that the website will remain available at all times.

 

b.    We supply products strictly in accordance with the specifications issued by the manufacturer. We do not give any additional warranty, assurance or undertaking beyond the rights that the law provides to you as a consumer. Any remedy that we offer in relation to a product will not exceed the amount you paid for that item.

 

c.    You remain responsible for checking that a product or treatment suits your individual needs. You should seek professional advice where required.

 

9.    Limitation of Liability

 

a.    Nothing in these Terms removes or limits our liability for death or personal injury that results from our negligence, fraud or fraudulent misrepresentation.

 

b.    Except in relation to the liabilities described in the first paragraph of this clause, our total liability to you under these Terms will not exceed the amount you have paid for the relevant product or service during the twelve months before the event that gives rise to the claim.

 

c.    These Terms operate solely for the benefit of you and us. No other person has any right to rely on any part of these Terms or to enforce any of their provisions.