REFUND POLICY

Effective Date: 01/11/2025

Last Updated: 18/02/2026

At SkinSoko, your satisfaction is our priority. If you are not completely satisfied with your purchase, you may request a return within fourteen (14) days from the date of delivery by completing our Return Form or contacting us through the details provided in clause 8 below.

All returns, refunds, and cancellations are subject to the terms outlined below.

1. TERMS & CONDITIONS FOR RETURN / REFUND / EXCHANGE

1. Returns or exchanges are accepted within 14 days from the date of delivery.
2. Items must be unused, unopened, and in their original packaging, with all seals, labels, and shrink-wraps intact.
3. Products that do not meet these conditions will not be eligible for return, refund, or exchange.
4. Customers are responsible for the cost of return shipping, as outlined in 3 below.

2. NON-RETURNABLE ITEMS

Non-Returnable Items

The following items cannot be returned, refunded, or exchanged for health, safety, and hygiene reasons:

Opened or used products:

• Products with broken seals, removed shrink-wrap, or opened packaging
• Partially used products (even if only tested once)
• Products showing signs of use or application

Bundle and Promotional Sets:

Products purchased as part of a multi-item bundle or promotional set are subject to the following conditions:

• Non-defective returns (change of mind): The entire bundle must be returned unused and unopened. Individual items from a bundle cannot be returned separately.
• Defective items: If one or more items in a bundle are defective, we will replace the defective item(s) only. The entire bundle does not need to be returned. Refunds are not provided for defective bundle items, replacement is the sole remedy.

Sale and Clearance Items:

Products purchased during seasonal sales, promotional discounts, or marked-down pricing follow the same return conditions as regular-priced items:

• Returns accepted within 14 days if unused and unopened
• Entire bundles must be returned for non-defective returns
• Defective items replaced (not refunded)

Complimentary Samples:

Free samples included with your order are yours to keep regardless of whether you return the purchased products.

Non-product items:

• Gift cards and promotional codes
• Samples and complimentary gifts

Exceptions:

Opened products are eligible for return if:

• Product arrived damaged or defective due to manufacturing issues
• Wrong product was shipped
• Product authenticity is in question (subject to verification)
• Product caused adverse reaction due to undisclosed ingredient or contamination (requires documentation)

For hygiene and safety reasons, we cannot accept returns of opened products due to personal preference, expected results not achieved, or allergic reactions to disclosed ingredients.

3. REFUND PROCESS

Refund Process

Returns are accepted within 14 days from the date of delivery for products that meet our return criteria (see Clause 1).

Refund Timeline:

• Return shipping: 3–5 business days to reach our warehouse
• Inspection and processing: 1–2 business days after receipt
• Bank processing: Additional 3–5 business days (varies by financial institution)

Refund Method:

• Original payment method (card, digital wallet, etc.)
• Cash on delivery orders: Bank transfer or store credit

Return Costs:

Customer-initiated returns (change of mind, ordered wrong product):

• Return shipping cost deducted from refund amount
• Actual shipping cost only (no handling fees)
• If original order qualified for free shipping, outbound shipping cost (AED 25 within UAE or applicable international rate) will be deducted

Merchant error returns (wrong item shipped, defective product, authenticity issue):

• Full refund including original shipping costs
• Return shipping prepaid by SkinSoko
• No deductions applied

Store Credit Option:

Customers may opt to receive store credit instead of a monetary refund. Store credit:

• Issued for full order value (no shipping deductions)
• No expiration date
• Transferable to friends/family
• Can be combined with promotional discounts

4. INCORRECT OR DAMAGED ITEMS

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product:

Immediate Steps:

1. Accept the delivery (refusing may delay resolution)
2. Photograph the product, packaging, and shipping box immediately
3. Complete our Return Form or email [email protected] within 48 hours
4. Include: Order number, clear photos, description of issue

Our Response:

We will review your case within 1 business day and provide one of the following resolutions:

• Replacement: New product shipped at no cost (prepaid return label provided)
• Full refund: Including original shipping costs, no deductions
• Partial refund: For minor cosmetic damage to outer packaging (product intact)

What qualifies as damaged or defective:

Damaged:

• Product leaking, broken, or compromised
• Inner packaging torn or unsealed (affecting product safety)
• Visible contamination or foreign matter

Defective:

• Manufacturing defect (incorrect formulation, separation, discoloration)
• Product does not match description (wrong shade, size, formulation)
• Expired or near-expiry product (less than 6 months shelf life remaining)

Not considered damaged:

• Minor dents or scuffs on outer shipping box or product box that do not affect product integrity
• Cosmetic imperfections on external packaging (slight creasing, label misalignment) where product seal remains intact
• Normal variation in product texture or color within manufacturer specifications

Important: Each case is assessed individually. We may request additional photos or information to facilitate resolution. Return shipping for defective/damaged items is always prepaid by SkinSoko.

5. PRODUCT AUTHENTICITY & QUALITY

Product Authenticity & Quality

SkinSoko guarantees the authenticity of all products sold through our platform. We source exclusively from verified brand partners, authorized distributors, and vetted aggregators. All products undergo inspection at our warehouses prior to shipment to verify authenticity and check for manufacturing defects.

Quality Assurance Process:

• Direct brand partnerships and authorized distributor verification
• Pre-shipment inspection for damage, tampering, or defects
• Storage in temperature-controlled facilities to maintain product integrity

If you receive a product you believe is inauthentic or defective due to manufacturing issues, contact [email protected] immediately with your order number and clear photos. We will investigate promptly and provide a replacement or full refund where authenticity or manufacturing defect is confirmed.

Important Note on Skincare Results:

Skincare is highly individual; products that work well for one person may not suit another due to differences in skin type, sensitivity, concerns, and existing routines. We provide comprehensive ingredient lists, product descriptions, and optional skin coaching consultations to help you make informed choices, but we cannot guarantee specific results or outcomes.

Customer Responsibility:

• Review all ingredient lists, warnings, and usage instructions before purchase
• Consult our skin coaching service or a dermatologist if you have known allergies, sensitivities, or specific skin concerns
• Perform patch tests before full application, especially for active ingredients
• Follow product usage instructions and recommended application guidelines

Limitations:

SkinSoko is not liable for:

• Allergic reactions or skin sensitivity to ingredients (even if not previously known)
• Results that do not meet personal expectations
• Adverse effects from product misuse, over-application, or failure to follow instructions
• Reactions caused by combining incompatible products 
• Skin damage resulting from incorrect application or ignoring usage warnings

While we offer complimentary skin coaching to help you select compatible products and build effective routines, participation is optional and at your discretion. If you choose not to utilize this service, you assume full responsibility for product selection and compatibility assessment.

6. ORDER CANCELLATION & REPLACEMENTS

7. GOVERNING LAW

This Refund Policy shall be governed by and interpreted in accordance with the laws of Dubai, United Arab Emirates.

8. CONTACT INFORMATION

If you wish to initiate a return, refund, or exchange:

• Complete our online return form Or
• contact us directly at:

Email: [email protected]

Office Hours: Monday – Saturday, 9:00 AM – 9:00 PM (UAE Time)