Refund policy

Return and Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

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 that require additional verification, or abuse of vouchers and loyalty points. In the event that we need to cancel an order during our verification process, a full refund will be issued.

You can return an item if...

To be eligible for a return, has not been opened or used (this includes the box seal not being removed or broken). It is in perfect resalable condition. It is returned to us within 14 days of receipt of the order. To start a return, you must contact us at hello@skintique.co.uk and to complete a returns form for authorisation. 

You can always contact us for any returns questions at hello@skintique.co.uk. 

Our customer services work Monday - Thursday 10am to 2pm. 

Damages and other issues

Please inspect your order upon receipt and contact us immediately (within 48 hours of receiving the delivery) if the item is defective, or damaged or if you received the wrong item, or if items are missing so that we can evaluate and resolve the issue.

Please email us at hello@skintique.co.uk or use the onsite chat.

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

All our parcels are packed with CCTV coverage over the packing desk.

Price Reductions After Purchase

Please note that if the price of an item reduces after your order has been processed and dispatched, there will be no refunds for the difference in prices. For more details, please refer to Section 6A of our Terms of Service. 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 or a charge will be taken for the value of this. For more details, please refer to Section 6A of our Terms of Service.

Currency and Exchange Rates

All orders are processed in GBP (Great British Pounds) and refunds will be made in GBP. Skintique Retail cannot be held responsible for any exchange rate charges on foreign orders at the point of processing a refund. This is the responsibility of your bank or credit card processing company. For more details, please refer to Section 6C of our Terms of Service.

Faulty Pump

 If you believe you have a product with a faulty pump, please contact us hello@skintique.co.uk before returning an item. In many cases, it will just be an airlock in the bottle, and we can explain how to release this and get the pump working as normal.

Exchange

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. Please note that exchanges will be subject to postage and restocking fees.

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 you exercise your right of cancellation within the 14 days of receipt of the order, any returned goods must be in perfect resalable condition (inner and outer packaging fully intact including the box seal) and will be subject to a 25% re-stocking charge.

Any delivery charges paid for on an initial order are not eligible for a refund and the cost of the returns label is also deducted from the refund. 

In the case of a parcel being returned to Skintique due to an incorrect delivery address being provided or the customer not collecting from their postal office / depot or the delivery has been attempted and unsuccessful, a re-delivery cost as-well as an admin fee of £10 will be charged. 

Please get in touch with our customer services within 7 days of your returned delivery to advise whether you wish to have your order redelivered or a refund processed in line with our return and redelivery charges. If your order qualified for a free gift, this must also be returned before your refund or replacement can be processed. For any orders that were attempted to be delivered and unsuccessful are automatically returned back to us, a 25% restocking charge will be applied.

Once a refund has been issued you will receive a confirmation email detailing the amount that has been refunded, and the item(s) that we have received back.

Refunds can only be made to the billing details provided when ordering.

We aim to process all returns as quickly as possible and you should receive confirmation of this within 5 working days of us receiving the return.

Cancelled Orders

Please be aware that cancelling orders before dispatch may result in a £10 restocking charge. We cannot assure that orders can be cancelled or modified once placed, but we urge you to reach out to our customer service team promptly to explore possible adjustments.

If more than 15 business days have passed since we've approved your return, please contact us at hello@skintique.co.uk.

Please refer to our full terms and conditions for further information.

Defective Products

If you have received a product that you believe to be defective, please contact us on 0845 139 2342 or hello@skintique.co.uk.

Once verified and return received our team will be happy to arrange a like-for-like replacement. Please note that the original proof of purchase is needed to process any returned item(s). Returns for faulty products are reviewed on a case-by-case basis and the outcome of the return eligibility is at the discretion of the Skintique Retail team.

Products ordered in error

If you have incorrectly purchased a product, please get in touch with us as soon as possible.

We will endeavour to amend your order accordingly. However, if it has been dispatched, please contact us within 14 days of receipt to obtain a return reference and return form. Returns are subject to the returns and refund policy and charges will apply.

You will need to complete this form and return it with the unopened product (Box seal not broken or removed), in its original packaging, to the address specified at your cost.

Please note that we cannot process the return if we do not have the correct paperwork upon receipt.

Product has not delivered the desired or expected effect

Every patient must follow the product guidance as to which products to use and how to use them. All products should be used in accordance with the manufacturers' guidelines and recommendations.

All products should be patch-tested before complete use to determine suitability. It is then the customer's responsibility to determine whether a product is suitable for use on their skin.

Whilst advice may be given via telephone, email, or video conference, Skintique Retail cannot be held responsible if a product reacts with your skin.

If you experience an adverse reaction to a product, you should immediately discontinue use and contact us. In the instance that a reaction occurs, a comprehensive Product Reaction Authorisation Form must be fully and accurately completed. This form must be fully completed within 48 hours of the form being sent from us to you, and must be accompanied with photographs of the reaction. Photographs of the reaction must be taken within 24 hours of the reaction taking place.

This and any item(s) in question will be sent back to the manufacturer for thorough testing should they decide they decide that the reaction requires further investigation. In the unlikely event the manufacturer advises that there is a fault with the product after testing, a refund maybe be issued.

Personal Use Restriction

All products purchased from Skintique Retail must be for personal use only, and are not to be resold. For more details, please refer to Section 6C of our Terms of Service.

Fraud Prevention and Reporting

We take fraudulent activity seriously and reserve the right to investigate any suspicious claims. Customers are required to provide accurate information when requesting refunds, returns, or reporting issues such as non-delivery or missing items. Any false claims, including but not limited to fraudulent refund requests, false reports of non-delivery, or missing items, may result in the suspension of services, denial of refunds, and legal action. We actively report incidents of suspected fraud to Action Fraud UK and may also share information with relevant authorities or third-party fraud prevention services to protect our business and customers. For complete information about our policies, please also review our Terms of Service and Shipping Policy.