Refund policy

Return Policy Summary

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Returns Eligibility

At Skin Consult, we take great care to ensure all products are delivered in excellent condition. Due to hygiene and safety requirements, we only accept returns for products that arrive damaged or defective.

We do not accept returns for:

• Products that have been opened, used, or tampered with after delivery
• Products purchased in error
• Change of mind purchases
• Products that are not damaged or defective
• Any item that does not meet the return eligibility requirements outlined in this policy

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Non-Refundable Items

Due to hygiene and safety reasons, the following items are non-refundable unless they arrive damaged or defective:

• Skincare products
• Supplements
• Opened or used products
• Products that have been tampered with after delivery

Electronic skincare devices are also non-refundable unless found to be defective or damaged upon arrival.

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Hygiene & Safety Notice

For health, hygiene, and safety reasons, skincare products, supplements, and electronic devices that have been opened, used, or tampered with after delivery are not eligible for refunds or returns.

We strongly recommend that customers inspect all products immediately upon receipt and report any damage or defects within 48 hours of delivery.

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Reporting a Damaged or Defective Product

If you receive a damaged or defective item, you must notify us within 48 hours of delivery.

To submit a claim, please contact us and provide:

• Your order number
• A description of the issue
• Clear photographs showing the damaged or defective product
• Photographs of the outer packaging where applicable

Claims submitted after 48 hours of delivery may not be eligible for a refund, replacement, or exchange.

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Return Process

If your claim is approved, the item must be returned within 48 hours of approval.

Returns should be sent by post or courier to:

Please do not return any product without first contacting us and receiving return authorisation.

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Return Shipping Costs

Customers are responsible for the initial cost of returning approved items.

If Skin Consult confirms that the product was damaged or defective upon arrival, reasonable return postage costs will be reimbursed after the returned item has been received and inspected.

Proof of postage may be required before reimbursement can be processed.

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Replacements & Exchanges

Where a product is confirmed to have been damaged during transit or is defective, Skin Consult may offer:

• A replacement product, or
• A full refund to the original payment method

Replacement requests are reviewed on a case-by-case basis and are generally limited to one replacement per order.

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Refunds

Once the returned item has been received and inspected, we will notify you of the outcome of your claim.

If approved, your refund will be issued to the original payment method used when placing the order.

Please allow up to 7 working days for the refund to appear in your account after approval. Processing times may vary depending on your bank or payment provider.

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Booking Consultation

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Restocking Fees

Skin Consult does not charge any restocking fees on approved returns.

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International Orders

The same return and refund conditions apply to international orders.

International customers must report damaged or defective products within 48 hours of delivery.

Customers are responsible for return shipping costs. If the returned item is confirmed to be damaged or defective, reasonable return postage costs will be reimbursed following inspection and approval.

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