Return, Refund, and Exchange Policy

Our Policy

  • For hygiene and safety reasons, all skincare sales are generally considered final.
  • Returns, exchanges, replacements, or refunds may be allowed only for wrong items, missing items, items damaged during shipment, or items with a verified defect or quality issue.

Claim Period

All issues must be reported within 7 calendar days from confirmed delivery.

How to File a Claim

  • Email [insert customer service email] with the subject line: Return/Exchange Request – Order #[insert order number].
  • Include the customer name, order number, product name, description of the issue, clear item photos, photos of the outer box or mailer and shipping label, and an unboxing video if available.

Important Claim Conditions

  • Items must not be intentionally damaged, tampered with, or altered.
  • Claims filed beyond 7 calendar days may no longer be eligible.
  • Additional supporting information may be requested before approval.
  • Claims for damage, missing items, or packing discrepancies are easier to validate when an unboxing video is provided.

Non-Returnable / Non-Exchangeable Cases

  • Change of mind
  • Personal preference
  • Texture, scent, or finish dissatisfaction
  • Skin compatibility issues not caused by a verified defect
  • Opened or used items, except where there is a verified wrong-item, defect, or shipping-damage issue
  • Sale, promotional, clearance, bundle, or gift items, unless the issue is due to store error or a verified product problem

Approved Resolutions

If a claim is approved, the store may offer a replacement, exchange for the correct item, store credit, or a refund to the original payment method.

Return Shipping Costs

If the issue is due to a verified fulfillment error, incorrect item sent, or a confirmed damaged or defective product, the store may cover or reimburse reasonable return shipping costs where applicable.

Skincare Safety Note

If a customer believes they experienced an adverse reaction, they should discontinue use immediately and contact customer service. Photos, batch details, and other information may be requested for internal review and product quality assessment.