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Cancellation policy

Cancellation Policy

Version 3.0  ·  Effective March 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 cancellation, 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.

Returns & Refund Policy  ·  Shipping Policy  ·  Terms of Service

Some items in our store are available as subscriptions or pre-orders. This policy explains the terms that apply to those purchase types, including your payment commitments, cancellation rights, and what happens with returns and refunds. It should be read alongside our Returns & Refund Policy, Shipping Policy, and Terms of Service.

Cancelling a standard 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 before dispatch, please contact us immediately at hello@skintique.co.uk or call 020 8088 8342. There is no cancellation fee for standard orders cancelled before dispatch.

If your order has already been dispatched, your right to cancel within the 14-day cooling-off period applies in the normal way, subject to the hygiene seal exception described in our Returns & Refund Policy.

Subscriptions

Your minimum commitment

Where a subscription price is offered, that discounted rate is provided in exchange for a minimum commitment of 3 payment cycles. This commitment is a condition of the subscription discount. Before your order is confirmed, the total minimum cost and commitment are shown clearly and you must actively acknowledge and accept them at checkout.

What this means for you:

  • You will be charged automatically at the frequency you selected (for example, every 4, 6, or 8 weeks).
  • Your payment details are stored securely and charged at each cycle.
  • You cannot cancel during your initial 3-cycle minimum term.
  • Once your 3rd payment has been taken, you may cancel at any time before your next renewal date.
  • Some subscriptions will continue to auto-renew after the minimum term — you will always be notified before this happens.

Your minimum total cost is your chosen subscription price × 3. This is displayed at the point of purchase and must be acknowledged before your order is placed.

Subscription terms are subject to change as new UK consumer-protection regulations come into force. We will notify you of any material change before it affects your subscription.

How to cancel after your minimum term

Once your 3 payments are complete, you are free to cancel at any time. Use the link in your order confirmation email to manage your subscription, including cancellation. Please cancel before your next renewal date to avoid being charged for a further cycle. Cancellation is straightforward and does not require speaking to a member of our team. If you need help, contact us at hello@skintique.co.uk or call 020 8088 8342.

Auto-renewal reminders

If your subscription is set to auto-renew beyond the minimum term, we will contact you before any renewal payment is taken. This reminder will include the renewal date, the amount due, and clear instructions on how to cancel if you do not wish to continue.

Hardship release

We may release you from your minimum-term commitment in cases of genuine hardship — for example, bereavement, prolonged illness, or a serious adverse reaction to the product. To request a hardship release, contact us at hello@skintique.co.uk with brief details. Decisions are at our discretion but we will respond fairly.

Returns and refunds on subscription deliveries

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

  • Within the 14-day cooling-off window: if a delivery arrives unused and the hygiene seal is intact, you may cancel that delivery under the Consumer Contracts Regulations 2013. Standard delivery costs are refunded; return postage is at your cost. See our Returns & Refund Policy for the full process.
  • Outside the 14-day cooling-off window or where the hygiene seal is broken: goodwill returns may be considered subject to a £5 per item restocking fee, customer-paid return postage, and non-refundable original delivery charge.
  • Opened products: cannot be returned unless faulty or not as described.
  • Effect on subscription: returning a delivery does not cancel your subscription or reduce your minimum payment commitment. Your obligation to complete 3 payment cycles remains regardless of whether individual deliveries are returned.

Pre-orders

A pre-order allows you to purchase a product that is not yet in stock or not yet available. We may take no payment or a partial deposit at checkout. Your payment method is stored securely and the full or remaining balance is charged when your order is fulfilled and dispatched.

Cancelling a pre-order

  • Unfulfilled orders — You may cancel at any time as long as the order has not entered our dispatch process by contacting us at hello@skintique.co.uk.
  • Fulfilled orders — Once dispatched, your right to cancel within the 14-day cooling-off period applies in the normal way, subject to the hygiene seal exception described in our Returns & Refund Policy.

See our Returns & Refund Policy for the full returns process.

Try Before You Buy

We do not currently offer a try-before-you-buy option on any products in our store.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law, including your right to cancel distance contracts within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These rights apply to standard one-off purchases. Subscription contracts with a minimum term are subject to the terms above, which are made clear to you and acknowledged before purchase. For advice on your legal rights, contact Citizens Advice or your local Trading Standards office.

Contact us

  • Customer service email: hello@skintique.co.uk
  • Phone: 020 8088 8342
  • Customer service hours: Monday to Friday, 10am to 2pm, excluding UK public holidays and any closures notified on our website
  • Address: 124 City Road, London EC1V 2NX

This policy should be read alongside our Returns & Refund Policy, Shipping Policy, and Terms of Service.

Skintique Limited  ·  Cancellation Policy v3.0  ·  March 2026

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