RETURNS & REFUNDS
At Skinns, your trust and satisfaction are our highest priorities. We select our collection based on strict standards of quality, durability, and authenticity.
If your experience is not what you expected, we’re ready to assist you.
1- Eligibility for Returns
You may qualify for a return or exchange under the following conditions:
- The item received is damaged, fundamentally defective, or does not match your order.
- The request is submitted within 24 hours of your delivery date.
To be eligible for a return:
- Items must be unused, unwashed, and kept in their original packaging (including any safety seals, protective caps, outer boxing…).
A valid proof of purchase (such as your order confirmation or your receipt) is required.
2- Non-Returnable Items
For health, hygiene, and safety reasons, the following items are strictly non-returnable:
- Opened or Unsealed Products: Any cleanser, toner, serum, cream or other bottled product where the safety seal has been broken, the cap has been unscrewed, or the heat-shrink wrapping has been removed.
- Single-Use Items that have been opened or tampered with, like individual sheet masks or eye patches.
- Final Sale: Items purchased during a promotional sale or at a discounted price, unless they arrived in a damaged or defective state.
3- Return Process
To begin a return request:
- Contact our support team via email or WhatsApp within the 24-hour eligibility window.
- Provide your order number, the reason for the return, and clear photographs of the product.
Our team will assess your request and provide specific instructions for the return transit or pickup.
Once we receive the item, it will undergo a physical inspection to verify that it meets our return conditions.
Once approved, the item will be inspected upon return to verify its condition.
Email: info@skinns.me
Phone: +961 79 042 447
4- Refunds
Refunds are exclusively eligible for orders that arrive damaged or defective and cannot be replaced. Once our team verifies the issue, the refund will be processed through the original payment method:
- Cash on Delivery: For orders paid in cash, the refund will be returned in cash via our courier partner.
- Whish Money: Payments made via Whish will be refunded directly to the sender’s Whish account.
- Store Credit (Optional): Alternatively, customers may opt for a Skinns Digital Voucher equivalent to the refund value, which can be applied to any future purchase on our website.
5- Exchanges
Should you choose to exchange an item, we will issue a store voucher equivalent to the value of the returned product. This credit can be applied toward any future purchase.
Please note that all exchanges are subject to current stock availability.
6- Damaged or Incorrect Orders
If your shipment arrives compromised or incomplete:
- Please reach out to us within 24 hours of delivery.
- Send clear photos or video footage highlighting the issue.
- We will review the evidence and arrange for a prompt replacement.
Skinns will cover all return shipping expenses if the error originated from our side (e.g., incorrect item sent or manufacturing defect).
7- Exchange Delivery
We are pleased to offer complimentary delivery for all eligible exchanges. Skinns covers the shipping costs associated with exchange requests to ensure you receive the correct product without any additional expense. All exchange deliveries will be coordinated directly with you once your request has been approved.
8- Policy Exceptions
Skinns reserves the authority to decline a return or exchange if:
- The product shows signs of use, alteration, or damage sustained after delivery.
- The request falls outside of our 3-day return window.
- The item is returned without its original packaging, documentation, or included parts.
9- Contact Us
For any questions regarding your order or to initiate an exchange, our customer care team is ready to assist you with professionalism and care.
Email: info@skinns.me
Phone: +961 79 042 447
Skinns stands by its commitment to authenticity, integrity, and exceptional service. We believe every experience with us should feel as grounded and genuine as your own practice.