We are very thankful for giving us the opportunity to serve you and give you wonderful products and services. The website of SkincareRetail.com is skincareretail.com and we are committed to achieving a 100% customer satisfaction status. Our company offers store credit, exchange, and refund on goods that fully satisfy and met the conditions set out in this Returns Policy. Please always remember that items that you will return must not be opened and have never been used and are wrapped or covered in their original packaging. If necessary, applicable tags should also be attached to the returned item and intact.

Please refer to the conditions set herein for return eligibility regarding various types of return.

All returns should be authorized by our customer service personnel before it will be processed.

How to return purchased products?

You need to fill up a return form found in the Order Returns link in your My Accounts section within 14 days of item receipt. This is to facilitate a quick response time to your issues on hand.
You can also send an email to our support personnel at [email protected]

All necessary information must be included and all details should be given regarding the requested return on your return form or in your email to be able for our return team to start completing your return request. After all the details are satisfied, the return team will reply to you within 3 business days and the item should be returned within 7 calendars that of receipt of return approval.

Return Types*

Change of Mind Returns

This is a type of return wherein the buyer just changed and just want to return the item simply, We will be able to return the item provided that it is unopened, unused and have its original packaging. You must return the item within 14 days of receipt.
We may offer a store refund of the purchase price minus the postage fees which is only applicable to this type of return.

The Item Does Not Match the Description or You Receive An Incorrect Item

There are instances that some of the information found on our website may be inaccurate due to unavoidable reason even though we tried our best to present items with complete and accurate information. Any wrong item you receive can be entitled to store credit, exchange or refund of the item.

You must send an email to us or fill up the return form in the Order Returns link in the My Accounts section within 14 days that you have received the wrong item. You must return the item in its original condition. We will send further instructions whether you will return the item and how long the process will be.
You may also take a picture of the wrong item as soon as you open the package and you must send them as an attachment for your return request. This will enable the customer services team to facilitate immediately the return request.

Item is Damaged or Faulty

In any event that the item you received is damaged, you must immediately send an email to us or fill up the return form in the Order Returns link found in your My Account Section. This should be done within 14 days of item receipt and you should not have used or opened the item in any way.
You may also take a picture of the damaged and faulty item upon opening of your parcel and as soon as you found out that the item you received is damaged or have faulty marks. This will help our customer services personnel to promptly reply to your return request and process it cursorily.

Fragrances

Fragrance orders must be dealt with care since such item is a delicate matter. Fragrances are not returnable due to international aviation restrictions. Remember, it CANNOT be returned if you only have a changed of mind. However, if you received a faulty item or it does not fit the description that you know, you must contact us immediately so that our customer support personnel will find a viable way to replace or determine the necessary solution for a refund of your fragrant items.

Sales or Clearance Item

Items purchased during sales or clearances are not eligible for no fault return. Items can eligible for return under the African Consumer Law including faulty item, unfit for purpose, and an item is wrong. If you have questions regarding a sales or clearance item, you may send an email to us as soon as possible. We will only give store credit for a returned item based on the actual price you have paid but excluding postage fees.

Postage

We will be very helpful in giving you a store credit equivalent to the postage fees when you return a faulty item or a wrong item.
You must bear the postage cost if the item you returned is due to change of mind.

Posting returned items

We will send you instructions regarding return postage as soon as a return is authorized. Nevertheless, you must make sure that all items to be returned must be packed in a secure manner to avoid any unnecessary damages that can be encounter in transit. We may suggest for the item to be sent using registered parcel or insured post to be able for the parcel to be traceable since any lost returns will not be reimbursed.

Refund*

All exchange and return processes including store credit or refund process within 14 business days starting on the day that we receive your returned item. It will take around 7 business days for the store credit and store exchange to be processed. Nevertheless, refunds may be longer which can be up to 4 weeks if the item is required to be returned to our overseas supplier which is usually a case by case basis.

You may contact us regarding any product, return, refund, exchanges, and/or credit using the Contact Us Sections of the website.