Refund policy
Returns
We accept returns within 14 days of delivery. Customers are responsible for return shipping cost.
To be eligible for a return:
- Items must be unused, unopened, and in their original packaging
- Items must be in the same condition that you received them
Due to the nature of skincare products, we cannot accept returns on opened or used items for hygiene and safety reasons.
How to Start a Return
1. To initiate a return, please contact us at: hello@skinfriendly.com
Please include:
- Your order number
- Reason for return
- Is the product sealed and in original packaging?
If your return is approved, we will provide instructions on how to send your item back.
Return Shipping
- Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
- Shipping fees are non-refundable.
Damaged or Incorrect Items
If your item arrives damaged or you received the wrong product, please contact us within 48 hours of delivery.
Include photos of the item and packaging so we can resolve the issue quickly.
Refunds
Once we receive and inspect your return, we will notify you if your refund is approved.
If approved, your refund will be issued to your original payment method within 5–10 business days.
Please note that your bank or credit card provider may take additional time to process the refund.
Exchanges
We do not offer direct exchanges.
If you would like a different item, please return your original item (if eligible) and place a new order.
Non-Returnable Items
We do not accept returns for:
- Opened or used skincare products
- Items not in original condition
- Final sale items (if applicable)
Contact Us
If you have any questions about your return, please contact us at:
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.
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, we will send you a shipping label for you to send the item back to us. Once the items are received and are in good condition, 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 hello@skinfriendy.com.