Refund policy
Our Commitment
We want you to be completely satisfied with your Skinique purchase. This policy meets or exceeds the minimum standards set by UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
30-Day Returns
We offer a 30-day return window from the date of delivery, which is longer than the UK statutory minimum of 14 days. To start a return, email support@skinique.co.uk with your order number within 30 days of receiving your item.
Return Conditions
To be eligible for a return, items must be:
- Unused, with no signs of wear or skin contact
- In their original packaging
- With all seals and hygiene liners intact
For hygiene reasons, LED masks with a broken hygiene seal or visible signs of use cannot be returned unless the item is faulty.
Non-Returnable Items
The following items cannot be returned:
- Items marked "Final Sale" at the time of purchase
- Gift cards
- Devices with a broken hygiene seal, unless faulty
Faulty or Damaged Goods
If your item arrives damaged, develops a fault under normal use, or you've received the wrong item, please email support@skinique.co.uk with your order number and photos or video of the issue. In these cases, we will cover return postage and arrange a replacement, repair, or full refund in line with the Consumer Rights Act 2015. This applies regardless of the standard 30-day window for genuinely faulty goods.
Wrong Item Received
If we've sent you the wrong product, please let us know as soon as possible. We'll arrange for the correct item to be sent and cover the cost of returning the incorrect one.
Exchanges
If you'd prefer a different item rather than a refund, let us know when you contact us. We'll process this as a return followed by a new order, subject to stock availability.
Return Postage
Return postage is the customer's responsibility, except where the item is faulty, damaged, or incorrect, in which case we will cover the cost.
Inspection Process
Once we receive your returned item, our team will inspect it to confirm it meets the return conditions above. We'll email you to confirm the outcome.
Refund Timelines
Refunds are processed within 14 days of us receiving and inspecting your returned item, back to your original payment method. Please note that your bank or card provider may take a few additional days to display the refund.
Shipping Costs on Refunds
Original shipping costs are refunded only when the entire order is returned. If only part of an order is returned, original shipping fees are non-refundable.
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason. This is separate from, and in addition to, our extended 30-day return window.
How to Start a Return
Email support@skinique.co.uk or call +44 7828 752989 with your order number and reason for return, and our team will guide you through the next steps.