Refund policy
For all return and refund enquiries, please contact:
This policy operates in addition to statutory rights under UK consumer law.
Skin65 supplies medical-grade skincare products. Due to hygiene and product integrity standards, specific return conditions apply.
1. Statutory Right to Cancel (Online Orders – 14 Days)
Under the Consumer Contracts Regulations 2013, customers have the right to cancel an online order within 14 calendar days of receiving the goods.
Following cancellation, goods must be returned within a further 14 calendar days.
To qualify for a full refund under this right:
- Products must be unopened and unused.
- All hygiene seals and protective packaging must remain intact.
- Items must be returned in original packaging.
- Goods must be in resaleable condition.
Where goods have been handled beyond what is necessary to establish their nature, characteristics, and function, a deduction from the refund may be made.
For hygiene reasons, the right to cancel does not apply to sealed goods that have been opened after delivery.
Refunds will be issued to the original payment method within 14 days of receipt of the returned goods.
Return Address
Skin Science Clinic
65 Connaught Street
London
W2 2AE
Important
- We do not provide prepaid return labels for change-of-mind returns.
- Return postage costs are the customer’s responsibility.
- We strongly recommend using a tracked and insured service.
- Skin 65 is not responsible for returns lost in transit.
Refunds will be processed once the returned goods have been received and inspected. Refunds may take 3–5 working days to appear, depending on your bank.
2. Faulty, Damaged or Not as Described Goods
Under the Consumer Rights Act 2015, goods must be:
- Of satisfactory quality
- Fit for purpose
- As described
If an item is believed to be faulty, damaged on arrival, or not as described, notify us as soon as possible.
Where a fault is confirmed and reported within 30 days of delivery, a full refund will be provided.
Skin65 may request:
- Clear photographs of the issue
- The batch number
- Return of the product for inspection
Products damaged due to misuse, improper storage, or normal product characteristics will not be considered faulty.
3. Damaged Parcels
If a parcel arrives visibly damaged, refusal of delivery is recommended where possible, followed by immediate contact with Skin65.
If accepted and issues are discovered afterwards, notification must be made within 48 hours of delivery, supported by:
- Photographs of outer packaging (including courier label)
- Photographs of internal packaging
- Photographs of product(s) and visible batch numbers
Prompt reporting ensures compliance with courier investigation requirements.
Missed or Misdelivered Parcels (Courier Investigation & Mandatory Cooperation)
Skin65 offers Next Working Day Delivery within the UK (Monday–Friday).
If tracking confirms delivery but the parcel is reported as not received, notification must be made as soon as reasonably possible and no later than 7 calendar days from the recorded delivery date.
This requirement does not affect statutory rights where goods are genuinely not delivered, but cooperation with the investigation process is required.
Courier Investigation Process
- Investigations are conducted solely by the courier.
- The typical investigation period is up to 7 working days.
- The courier may extend this timeframe where necessary.
- Skin65 has no authority to override or accelerate the courier’s internal procedures.
No refund or replacement will be issued while the courier investigation remains ongoing.
Mandatory Confirmation of Non-Receipt Form
Where required by the courier, a Confirmation of Non-Receipt Form will be issued directly to the recipient. Completion and return of this form is mandatory.
- Complete the form accurately
- Sign the form
- Return the form in accordance with courier instructions
Failure to cooperate may result in the courier declining liability. Where liability is declined due to non-cooperation, Skin65 reserves the right to decline a refund or replacement.
Evidence & Verification
- A clear photograph of the signed Confirmation Form prior to posting
- Proof of postage from a Post Office
- Photographic evidence of proof of postage
Skin65 reserves the right to retain documentation for dispute defence, payment provider disputes, or fraud prevention purposes.
Outcome of Investigation
- A full refund to the original payment method, or
- A replacement parcel at no additional cost
If the courier confirms delivery to the correct address in accordance with its records, Skin65 reserves the right to decline the claim.
Fraud Prevention & Chargebacks
- The courier
- Payment processors
- Relevant authorities, where appropriate
Skin65 reserves the right to defend any chargeback using courier records, GPS delivery data, packing documentation and investigation outcomes.
Safe Place or Third-Party Deliveries
Where delivery is authorised to a safe place, neighbour, reception desk, communal area or other third party, delivery is considered complete once confirmed by the courier.
Skin65 cannot accept responsibility for loss, theft or damage occurring after confirmed delivery.
Refund Method
Refunds due under statutory consumer rights will be issued to the original payment method.
In discretionary circumstances outside statutory obligations, store credit may be offered at Skin65’s discretion.
- Store credit is non-transferable
- Store credit cannot be exchanged for cash
Skin Reactions & Suitability Disclaimer
Individual skin responses vary depending on skin type, medical history and product usage. A skin reaction does not automatically indicate that a product is faulty.
Refunds will only be issued where a manufacturing fault is confirmed.
Customers are advised to conduct a patch test prior to full application and seek professional advice where appropriate.
Medical-Grade Products
- Failure to follow usage instructions
- Combining products incorrectly
- Use alongside incompatible treatments
- Use during pregnancy or while taking contraindicated medication
Customers are responsible for reviewing product information prior to use.
Storage & Temperature Clause
- Exposure to heat
- Direct sunlight
- Freezing temperatures
- Improper storage after delivery
Chargeback & Fraud Protection Clause
Where a payment dispute or chargeback is raised without prior contact, Skin65 reserves the right to submit full evidence to the payment provider.
Fraudulent or abusive claims may result in refusal of future service.
Proof of Purchase
A valid order number or proof of purchase is required for all returns, refunds or investigations.
Batch & Authenticity Verification
Returned goods may be verified against dispatch records. Items that do not match original records may be declined.
Incorrect Delivery Information
Skin65 is not responsible for losses arising from incorrect address information provided at checkout.
Refused Deliveries
Where a parcel is refused without valid reason, original delivery costs may be deducted from any refund.
Excessive Returns
Skin65 reserves the right to monitor return activity and may decline future orders where excessive return patterns are identified.
