Returns
*Please note that for a return to be eligible , your request must be made within 14 days of receipt. The item(s) must be in the same condition as you first received it - unopened, with all original product packaging & hygiene seals untouched.
If you need further support with your return, you may email us at cs@skintreats.co.uk.
You can read our extended Return Policy below for full Terms & Conditions.
Step 1. Request Approval
To initiate a return, please contact us at cs@skintreats.co.uk with your order number and the items that you wish to return.
*Only items with a return approval can be accepted.
Step 2. Post Your Return
Please state the order number clearly on the exterior or interior of the parcel & send us 'proof of posting' so we can identify your return.
*Customers are responsible for return shipping fee.
Step 3. We'll Do The Rest
Once received, we'll send you a notification via email & refund the amount for the returned items .
This can take up to 10 working days from the date we receive the return.
Returns Policy FAQs
What is the Returns Policy?
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale which applies. We reserve the right to change this Returns Policy at any time.
1. Item(s) Conditions
1.1 To be eligible for a return, your item must be in the same condition that you received it - unopened, with all original product packaging and hygiene seals untouched.
1.2 Any items sent back opened, unsealed or used will not be eligible for a refund and will be disposed of upon receipt.
2. Time Limit for Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
3. Return Procedures
3.1 To initiate a return, please contact us at cs@skintreats.co.uk for return approval. Only items with a return approval can be accepted.
3.2 Once Skintreats has approved the request, we ask that the item(s) be returned within 14 days. If the return is completed outside of this 14-day window, we may not be able to issue a refund.
3.3 When posting the returned items, please state the order number clearly on the exterior or interior of the parcel along with the packing slip or a copy of invoice so we can identify your return. Returns without an order number would not be processed.
3.4 Any item you have accepted and returned is your responsibility until it reaches our warehouse. Please ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
3.5 Remember to ask for a receipt as 'proof of sending'. Proof of postage does not cost anything however without it, we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
4. Damage, Faulty, Incorrect & Missing Items
4.1 Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you.
4.2 If you believe the item is faulty, please contact us at cs@skintreats.co.uk. You must tell us exactly what the fault is with photos of the products, packaging & shipping label. As soon as we discover the issues, we will advise you on the next step.
5. Wrong Item Received
5.1 We apologise if you have received the wrong item by mistake. To receive a refund, you must return the item in the same condition you received it.
5.2 This is not common and we want to resolve this as quickly as possible for you so please let us know within 14 days from the day you received the item. If you notify us after this, then depending on the circumstances, we may not be able to refund or offer a replacement.
6. Unavailable Items
If you request a replacement and the product is no longer available, we will process the refund back to the original payment method used to purchase the item.
7. Exceptions / Non-Returnable Items
Items that cannot be returned include Sale Items, Gift Cards & All Opened or Used Items
8. Loyalty Points
8.1 Returns of unwanted items will result in the forfeiture of loyalty points earned from the original purchase of the returned item(s).
8.2 Exchange of faulty or damaged items will not result in the forfeiture of loyalty points earned from the original purchase of the exchanged item(s).
9. Refunds
9.1 Once we have processed your return, you will receive a notification via email.
9.2 All successful returns will be credited to the original payment method. Please note that refunds can take 3 to 5 working days (Monday to Friday, excluding bank holidays) to show in your account.
10. YOUR LEGAL RIGHTS
Our Returns Policy does not affect your legal rights.
If you have any other questions or need further assistance, please reach out to us at cs@skintreats.co.uk.
How do I return an item?
Please contact us at cs@skintreats.co.uk for return approval. Only items with a return approval can be accepted.
Once we have approved the request, we will provide you with address details and we kindly ask you to post the item within 14 days upon receiving the approval.
When posting the returned items, please state the order number clearly on the exterior or interior of the parcel along with the packing slip or a copy of invoice so we can identify your return.
What happens after I have posted the item?
Once we have received and checked the returned item, we'll process the refund for the returned goods and send you a notification via email. This can take 3-5 working days from the date we received the return.
When will I receive my refund?
Your refund should be returned to your account within 10 working days and we’ll notify you via once it has processed.