1) Overview

Due to hygiene and safety considerations, we do not accept returns or exchanges on opened skincare products. If your order arrives damaged, incorrect, or incomplete, we will work with you to resolve it in line with this policy.

2) Items not eligible for return

The following are generally not eligible for return or exchange:

• Opened, used, or tampered products.
• Products without original packaging, labels, or seals (where applicable).
• Free gifts, promotional items, or samples (unless damaged on arrival).
• Any item marked “Final Sale” or “Non-Returnable” (if applicable).

3) When we can help (eligible issues)

We may offer a replacement, store credit, or refund if:

• You received the wrong item.
• Your order is missing an item.
• Your item arrived damaged or leaking.
• Your item arrived in a condition that makes it unusable (for example, broken container).

4) Reporting timeframe

Please report any damaged, incorrect, or missing items within 48 hours of delivery (or pickup). Reports received after this timeframe may not be eligible.

5) What you must provide

To help us resolve your request quickly, please provide:

• Your order number.
• The email/phone number used at checkout.
• A brief description of the issue.
• Clear photos of the product and packaging (including the shipping label where possible).

6) Returns (when approved)

If a return is approved, we will provide return instructions. Items must be returned in the condition requested (for example, unopened, unused, with original packaging). If an item is returned outside of the approved conditions, it may be rejected.

7) Refunds (when approved)

If your request is approved for a refund, refunds are processed back to the original payment method where possible. Processing times may vary depending on your bank or payment provider.

If a refund to the original method is not possible, we may offer an alternative resolution such as store credit.

8) Shipping and delivery fees

Delivery/shipping fees are generally non-refundable. If the issue is caused by us (for example, incorrect item sent), we may cover applicable return shipping or offer an appropriate resolution.

9) Order cancellations

If you need to cancel an order, contact us immediately. If the order has not been processed or dispatched, we may be able to cancel it. If it has already been processed or dispatched, cancellation may not be possible.

10) Exchanges

We do not offer exchanges for opened products. If you received an incorrect item, contact us and we will arrange the correct resolution (replacement or refund depending on availability).

11) Allergic reactions and product suitability

Individual results may vary. We recommend patch testing before full use. We cannot accept returns or refunds for adverse reactions where the product was used/opened, except where required by law.

12) Chargebacks and payment disputes

If you believe a transaction is unauthorized or incorrect, contact us first so we can try to resolve the issue quickly. Payment disputes may require additional verification and may delay resolution while investigated.