Refund policy

Returns & Refund Policy

Version 2.0  ·  Effective March 2026

For any help with a return, email hello@skintique.co.uk or call 0845 139 2342. Our customer services team is available Monday to Thursday, 10am to 2pm.

Shipping Policy  ·  Cancellation Policy  ·  Terms of Service

Order cancellation and contract formation

As detailed in Section 6C of our Terms of Service, no binding contract exists between you and Skintique Retail until we have explicitly accepted your order for fulfilment. Skintique Retail reserves the right to refuse or cancel any order for any reason, including but not limited to suspected fraud, inability to verify customer credentials, bulk purchase attempts, high-value purchases requiring additional verification, or abuse of vouchers and loyalty points. Where we cancel an order during our verification process, a full refund will be issued.

Cancelling an order

We process orders promptly to ensure fast delivery. Once an order enters our dispatch process — which includes warehouse picking and the generation of a postage label — we are unable to stop or amend it, even if the parcel has not yet physically left our premises.

If you need to cancel, please contact us immediately at hello@skintique.co.uk or call 0845 139 2342. If your order has already entered dispatch and cannot be stopped, you may return it under our standard 14-day returns policy once received, subject to the £5 per item restocking fee.

For subscriptions and pre-orders, see our Cancellation Policy.

Returns

Can I return my order?

We have a 14-day return window, which begins on the date you receive your order.

You can return an item if:

• The product has not been opened or used — the box seal must be fully intact and unbroken.
• It is in perfect resalable condition in its original inner and outer packaging.
• You contact us to request the return within 14 days of receipt.

You cannot return an item if:

• The product has been opened (box seal broken or removed) or used.
• The 14-day return window has passed.
• The product was sold at a discounted price due to a short date.
• The product is excluded from returns for hygiene reasons.

We do not offer a money-back guarantee based on personal preference or where a product has not delivered expected results.

To start a return, contact us first at hello@skintique.co.uk to obtain authorisation and a returns form. We cannot process a return without the completed returns form and correct paperwork upon receipt.

Restocking fee

A restocking fee of £5 per item returned applies to all approved returns. This will be deducted from your refund.

Delivery charges

The £3.60 delivery charge paid on your original order is non-refundable. The cost of any return postage is also deducted from your refund. We recommend returning items via a tracked or signed-for service — Skintique Retail cannot be held responsible for returns that do not reach us.

Subscription orders

Each subscription delivery is treated as a separate order for returns purposes.

• Unopened deliveries — may be returned within 14 days of receipt subject to the standard conditions above. A £5 per item restocking fee applies and the £3.60 delivery charge is non-refundable.
• Opened deliveries — cannot be returned unless the product is faulty or not as described.
• Important: Returning a delivery does not cancel your subscription or reduce your minimum payment commitment. If you are within your initial 3-payment term, your payment obligation remains in place regardless of whether individual deliveries are returned.

See our Cancellation Policy for full subscription terms, including how and when you can cancel.

Pre-orders

Once a pre-order has entered our dispatch process it cannot be cancelled. Once the product arrives and as long as it unused and in its original sealed packaging, you may request a return within 14 days, subject to the standard return conditions. A £5 per item restocking fee applies and the £3.60 delivery charge is non-refundable.

See our Cancellation Policy for full pre-order terms.

Exchanges

The quickest way to exchange an item is to return it and place a new order once the return has been accepted. Exchanges are subject to the £5 per item restocking fee and return postage costs.

Damaged or defective products

Please inspect your order immediately on receipt. If an item is defective, damaged, incorrect, or missing, contact us within 48 hours of delivery at hello@skintique.co.uk or via our onsite chat, with photographs of all packaging and contents. All our parcels are packed under CCTV coverage at our packing desks. We cannot accept responsibility for issues reported after 48 hours.

You will be expected to return damaged or defective items with all inner and outer packaging. Failure to do so may result in a refund or exchange being refused.

Faulty product claims are reviewed on a case-by-case basis and the outcome is at the discretion of the Skintique Retail team. Once a fault is verified and the return received, we will arrange a like-for-like replacement. Original proof of purchase is required.

Faulty pump

If you believe your product has a faulty pump, please contact us at hello@skintique.co.uk before returning it. In many cases it is simply an airlock that we can help you resolve without a return being necessary.

Products ordered in error

If you have purchased a product by mistake, please contact us as soon as possible at hello@skintique.co.uk. If the order has not yet entered our dispatch process, we will endeavour to amend it. If it has already been dispatched, please contact us within 14 days of receipt to obtain a return reference and returns form. The product must be returned unused in its original sealed packaging at your cost. The £5 per item restocking fee applies.

Product has not delivered the desired effect

All products should be used in accordance with the manufacturer's guidelines and recommendations, and patch-tested before full use to determine suitability. It is the customer's responsibility to determine whether a product is appropriate for their skin. Skintique Retail cannot be held responsible if a product reacts with your skin.

If you experience an adverse reaction, discontinue use immediately and contact us. A comprehensive Product Reaction Authorisation Form must be completed within 48 hours of us sending it to you, accompanied by photographs of the reaction taken within 24 hours of it occurring. The product may be returned to the manufacturer for testing. A refund will only be considered if the manufacturer confirms a product fault after investigation.

Price reductions after purchase

If the price of an item reduces after your order has been processed and dispatched, no refund will be issued for the price difference. See Section 6A of our Terms of Service for further details.

Free gifts and returns

If your order qualified for a free gift and you wish to return your order for a refund, the free gift must also be returned unused before the refund can be processed, or the value of the gift will be deducted from your refund. See Section 6A of our Terms of Service for further details.

Failed or undelivered orders

If a parcel is returned to us because of an incorrect delivery address, a failed delivery attempt, or because it was not collected from a postal depot, a re-delivery fee plus an admin fee of £5 will be charged. Please contact us within 7 days of the attempted return to arrange redelivery or a refund.

Refunds

Once we have received and inspected your return, we will notify you of the outcome within 5 working days. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post the refund.

Please note:

• Refunds can only be made to the payment method used when ordering.
• The £3.60 delivery charge is non-refundable.
• Return postage costs will be deducted from your refund.
• A £5 per item restocking fee will be deducted from your refund.
• Free gifts must be returned before a refund can be processed.
• All orders are processed in GBP. Skintique Retail cannot be held responsible for any exchange rate charges on foreign orders — this is the responsibility of your bank or card provider.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at hello@skintique.co.uk.

Personal use restriction

All products purchased from Skintique Retail must be for personal use only and are not to be resold. See Section 6C of our Terms of Service for further details.

Fraud prevention

We take fraudulent activity seriously and reserve the right to investigate any suspicious claims. Customers must provide accurate information when requesting refunds, returns, or reporting issues such as non-delivery or missing items. False claims — including fraudulent refund requests or false reports of non-delivery — may result in suspension of service, denial of refunds, and legal action. We actively report suspected fraud to Action Fraud UK and may share relevant information with authorities or third-party fraud prevention services.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law. For advice on your legal rights, contact Citizens Advice or your local Trading Standards office.

This policy should be read alongside our Shipping Policy, Cancellation Policy, and Terms of Service.

Skintique Retail  ·  Returns & Refund Policy v2.0  ·  March 2026