Return Policy
Last Updated: September 1, 2026
We want customers to have a clear and straightforward process when something is wrong with an order.
This Return & Refund Policy explains how return, replacement, cancellation, and refund requests are handled.
1. Contact Us Before Returning an Item
Do not send any product back without first contacting our customer support team.
To request assistance, email:
Please include:
- Your order number
- The item involved
- The reason for your request
- Photographs or other supporting information when relevant
If your return request is approved, we will provide the applicable return instructions.
Products returned without authorization may be delayed or may not be eligible for processing.
2. Return Eligibility
A product may be eligible for return when:
- You received an incorrect item
- The product arrived damaged
- The product arrived defective
- The item is unused and otherwise qualifies for return
- A return is required under applicable consumer protection law
All return requests are reviewed according to the condition of the item, the reason for return, hygiene and safety considerations, and applicable law.
3. Beauty, Skincare, and Personal-Care Products
Because many products sold through Skinmagicy are beauty, skincare, cosmetic, or personal-care products, hygiene and safety restrictions may apply.
Unless required by law or the item arrived damaged, defective, or incorrect, we may be unable to accept products that have been:
- Opened
- Used
- Tested
- Unsealed
- Altered
- Contaminated
- Partially consumed
This policy helps protect customers from products that may have been previously opened or handled.
4. Items That May Not Be Eligible for Return
Except where required by applicable law, the following may not be eligible for return:
- Opened or used personal-care products
- Products showing signs of misuse or excessive handling
- Items damaged after delivery by the customer
- Products returned without required packaging when packaging is necessary to verify the item
- Promotional gifts or free items
- Items specifically identified as final sale
- Products for which a return would create a hygiene or safety risk
Your statutory consumer rights, where applicable, are not affected.
5. Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If you receive a damaged, defective, or incorrect item, contact:
as soon as reasonably possible.
Please provide:
- Your order number
- Photos of the product
- Photos of the packaging
- Photos of the shipping label where relevant
- A description of the problem
Depending on the circumstances, we may offer an appropriate resolution such as:
- Replacement
- Refund
- Partial refund
- Other reasonable remedy
The appropriate resolution depends on the nature of the issue and applicable law.
6. Missing Items
If an item appears to be missing from your order, first check whether your order was divided into multiple shipments.
If all shipments have arrived and an item is still missing, contact:
Include your order number and details of the missing product.
7. Order Cancellation
If you wish to cancel an order, contact us as soon as possible.
We will attempt to process cancellation requests received before fulfillment begins.
However, cancellation cannot be guaranteed after an order has entered processing, fulfillment, or shipment.
If an order has already shipped, the applicable return process may apply.
8. Return Authorization
If a return is approved, customer support will provide instructions for sending the item back.
Please follow those instructions carefully.
Do not send returns to an address found independently online, on a search engine, on social media, or from a previous order, because return processing locations may vary.
Only use the return instructions provided for your specific request.
9. Return Shipping
Responsibility for return shipping depends on the reason for the return and applicable law.
If the return results from an error on our side, such as an incorrect, damaged, or defective product, we will provide an appropriate resolution in accordance with applicable law.
For other eligible returns, return shipping costs may be the customer's responsibility where permitted by law.
We recommend using a trackable shipping method when sending an approved return.
10. Condition of Returned Items
Returned products must be sent in the condition required by the return authorization.
Where applicable, include:
- Original product
- Original packaging
- Accessories
- Documentation
- Promotional items supplied with the product
We may reduce or refuse a refund where permitted by law if an item has been materially damaged, altered, or used beyond what is reasonably necessary to inspect it.
11. Return Inspection
Receiving a returned package does not automatically mean that a refund has been approved.
Returned items may be inspected before a final decision is made.
We may contact you if additional information is required.
12. Refunds
When a refund is approved, it will generally be issued to the original payment method used for the purchase unless another method is required by applicable law.
The time required for a refund to appear in your account depends on your bank, card issuer, payment provider, and payment method.
Once we submit a refund, additional processing time by financial institutions is outside our direct control.
13. Shipping Charges
Original shipping charges may not be refundable where shipping services have already been provided, except where required by law or where the return results from an error for which we are responsible.
14. Late or Missing Refunds
If you have received confirmation that your refund was processed but it has not appeared:
- Check your payment account again.
- Contact your card issuer, bank, or payment provider.
- Allow for their normal processing time.
If the refund still cannot be located after checking with your payment provider, contact:
15. Exchanges and Replacements
Where appropriate, we may resolve an eligible issue by replacing an item rather than processing a return and repurchase.
Replacement availability depends on inventory and the nature of the issue.
16. Promotional Items and Gifts
Free gifts, promotional items, and bonus products may be subject to different return conditions.
Where a refund results in an order no longer qualifying for a promotion, promotional items may need to be returned where permitted by applicable law.
17. Abuse of the Return Process
We reserve the right, where legally permitted, to decline return requests involving suspected fraud, repeated abuse, falsified evidence, product substitution, intentional product damage, or other misuse of the return process.
This does not limit any rights customers have under applicable consumer protection law.
18. Consumer Rights
Nothing in this policy is intended to exclude or restrict rights that cannot legally be excluded or restricted.
If mandatory consumer protection law in your location provides additional rights, those rights will continue to apply.
19. Contact Us
For returns, refunds, damaged items, incorrect orders, or cancellations: