Refund policy

Returns & Refund Policy

Version 3.0  ·  Effective April 2026

This policy is operated by Skintique Limited (trading as Skintique Retail), company number 10541519, registered office 124 City Road, London EC1V 2NX. For any help with a return, email hello@skintique.co.uk or call 020 8088 8342. Our customer services team is available Monday to Friday, 10am to 2pm, excluding UK public holidays and any closures notified on our website.

Shipping Policy  ·  Cancellation Policy  ·  Terms of Service  ·  Privacy Policy

Order cancellation and contract formation

As detailed in Section 6C of our Terms of Service, a binding contract is formed when we send you a dispatch confirmation email confirming that your order has been dispatched. Until that point, we may decline or cancel your order without liability. We reserve the right to refuse or cancel any order, including for 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 020 8088 8342. If your order has already entered dispatch and cannot be stopped, you may return it under the rights set out below once received.

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

Your right to cancel within 14 days

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a distance contract for any reason within 14 days from the day you receive your order. Where your order is delivered in multiple parts, the 14-day period begins on the day you receive the last item.

To exercise this right, please notify us at hello@skintique.co.uk within the 14-day window with a clear statement of your decision to cancel. We will then issue a returns reference and form. You then have a further 14 days to return the goods to us.

Where you exercise this right within the 14-day window, we will refund the price of the goods and the standard delivery charge you paid (if any) to your original payment method, normally within 14 days of receiving the goods back or, if earlier, evidence that you have returned them. Where you chose a delivery option more expensive than our standard service, we will refund only the cost of standard delivery.

The cost of returning the goods is your responsibility. We may deduct from your refund an amount for any diminished value of the goods caused by handling beyond what was necessary to establish the nature, characteristics and functioning of the product.

Hygiene seal exception

Many of the products we supply are sealed for hygiene and tamper-evidence reasons. This may take the form of a manufacturer’s outer cellophane wrap, a tamper-evident seal across the box opening, or a similar hygiene seal applied either by the manufacturer or by us. Where such a seal is present and you have broken it, your right to cancel under the Consumer Contracts Regulations 2013 ends and the product is no longer returnable on a change-of-mind basis. Your statutory rights in respect of faulty, damaged or misdescribed goods under the Consumer Rights Act 2015 are not affected.

Goodwill returns outside the 14-day window

Where your right to cancel under the Consumer Contracts Regulations 2013 has ended — whether because the 14-day window has passed, the hygiene seal has been broken, or the product is otherwise outside the cooling-off period — we may, at our discretion, accept a return as a goodwill gesture if the product is unused, in resalable condition, and in its original packaging.

Goodwill returns are subject to:

• a £5 per item restocking fee, deducted from your refund;
• the customer paying return postage; and
• delivery charges paid on the original order being non-refundable.

Goodwill returns are not available for products excluded for hygiene or short-date reasons.

To request a goodwill return, contact us at hello@skintique.co.uk within a reasonable time of receipt. We cannot process any return without our prior authorisation and the completed returns form.

Return logistics

As standard, we provide a prepaid return label for you to use at any of the courier’s drop-off locations (typically a Post Office, parcel shop, or locker). Where you do not have access to a printer, we can issue a QR-code drop-off option that does not require printing.

Where you have a genuine and documented reason that prevents drop-off — for example, mobility limitations, no drop-off point within reasonable distance of your address, or other genuine accessibility needs — we may, at our discretion, arrange a courier collection. Collection is provided as a goodwill measure rather than as a standard return option, and we may decline to repeat collection arrangements where drop-off would have been reasonably available.

Damaged, defective or incorrect items

Please inspect your order on receipt and notify us promptly of any damaged, defective, incorrect, or missing items, and in any event within 48 hours of delivery where possible, by emailing hello@skintique.co.uk or using our onsite chat, with photographs of all packaging and contents. All our parcels are packed under CCTV at our packing desks. Reporting outside this period does not affect your statutory rights to a remedy in respect of faulty or non-conforming goods, but may make investigation more difficult.

You should return damaged or defective items with all inner and outer packaging. Failure to do so may make replacement or refund harder to process.

Faulty product claims are reviewed on a case-by-case basis. Once a fault is verified and the return received, we will arrange a like-for-like replacement, repair or refund in accordance with the Consumer Rights Act 2015. 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 ordered 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, your right to cancel within the 14-day cooling-off period applies in the normal way (see above), subject to the hygiene seal exception.

Reactions to a product

If you experience a skin reaction or other adverse effect that you believe may be related to a product purchased from us, please stop using the product immediately and contact us at info@skintique.co.uk. We will then send you our Product Reaction Report.

To enable us to investigate your report and to consider any goodwill remedy, the Report must be completed in full and returned together with the photographic evidence described within it. The Report’s photographic protocol requires contemporaneous photographs taken across multiple consecutive days, with original camera files and metadata intact. Reports submitted without the required evidence cannot be progressed.

Photographs and their metadata will be reviewed by the manufacturer’s adverse-event team as part of any investigation. Reports lacking credible contemporaneous evidence will be rejected on that basis.

Any goodwill remedy offered following investigation — including refund, replacement or exchange — is at our discretion and the discretion of the product manufacturer, based on the evidence provided. Your statutory rights in respect of faulty or non-conforming goods under the Consumer Rights Act 2015 are not affected by this process.

Exchanges

The quickest way to exchange an item is to return it under the rights set out above and place a new order once the return has been accepted.

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.

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.

Failed or undelivered orders

If a parcel is returned to us because of an incorrect delivery address you provided, a failed delivery attempt, or non-collection 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.
• For 14-day cooling-off cancellations, we refund the price paid plus standard outbound delivery (where you paid for it). Premium-delivery uplifts are not refunded.
• For goodwill returns outside the 14-day window, the £5 restocking fee, return postage and original delivery charge are deducted as set out above.
• Free gifts must be returned before a refund can be processed.
• Where your original order qualified for free delivery and you have returned items so that the retained items fall below the free-delivery threshold, our standard delivery charge may be applied to the retained items and deducted from your refund (see below).
• All transactions are processed in GBP. Where you pay using a foreign card, your bank may apply a different exchange rate at the time of payment and at the time of refund — any difference is determined by your bank and is not refundable by us. See Section 6C of our Terms of Service.

Free-delivery threshold and partial returns

Our free-delivery offer applies to orders that meet or exceed our published free-delivery threshold (currently £50). Where you return part of an order, and the items you have kept fall below that threshold, the free-delivery offer no longer applies to the retained items. In these cases we may apply our standard delivery charge to the retained items and deduct it from the refund.

For example, if you placed an order of £65 (qualifying for free delivery), and you returned items to the value of £57 while keeping items worth £8, the retained £8 order would not have qualified for free delivery in its own right. Our standard delivery charge of £4.95 may be deducted from your refund. This reflects the cost of delivering the retained items, which was originally covered by the qualifying order value.

This approach is permitted under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 34, which governs how delivery charges are treated on partial cancellations. It does not affect your statutory right to cancel within the 14-day cooling-off period.

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 only

All products purchased from us are for personal use only. See Section 6C of our Terms of Service for the full restriction.

Fraud prevention

Like all UK retailers, we work hard to protect honest customers from the cost of fraudulent claims. We may verify information provided in connection with refund requests, non-delivery reports or claims of missing items, including by reviewing courier evidence, packing CCTV and order history. Where we identify activity that we reasonably consider to be fraudulent, we may decline a refund or replacement, suspend the customer’s ability to place future orders, and report the matter to Action Fraud UK and to fraud prevention agencies including the National Fraud Database. Information shared with these agencies may be used by other organisations to help prevent fraud, in accordance with their published terms.

We will not refuse a refund or remedy on the basis of suspicion alone, and nothing in this policy affects your statutory rights as a consumer if your claim is genuine. See our Privacy Policy for more on how we process information for fraud-prevention purposes.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law, including under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. 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 Limited  ·  Returns & Refund Policy v3.0  ·  April 2026