Refund Policy

The Skin Experts website aims to always provide high quality Goods that are fault free and undamaged.  On occasion however, Goods may need to be returned.

Returns Terms & Conditions

  1. If you receive Goods which do not match those that you ordered, you should visit the Contact Us page or by emailing us via hello@theskinexperts.co.uk within 2 working days with details of your requested return. You will be given the option to have the Goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the Goods. Replacements will be issued upon Our receipt of the returned Goods. You are fully responsible for paying shipment costs. Goods must be returned in their original condition. The packaging does not need to be unopened, however the product should not have been used.

    Return of Goods to theskinexperts.co.uk should be within 14 calendar days of reporting return request. Refunds will be issued within 14 calendar days of receiving delivery and in any event no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges.

  2. If Goods are damaged in transit and the damage is apparent on delivery, you should sign any applicable delivery note to the effect that the Goods have been damaged.  To return the damaged Goods, you should visit the Contact Us page on the Website within 2 working days or by emailing hello@theskinexperts.co.uk with details of your requested return. You are fully responsible for paying shipment costs. You will be given the option to have the Goods replaced or to be refunded through the payment method used by you when purchasing the Goods. Replacements will be issued upon Our receipt of the returned Goods.  Refunds will be issued no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges.

  3. If any Goods you have purchased have faults when they are delivered to you, you should visit the Contact Us page on the Website hello@theskinexperts.co.uk with details of your requested return. You will be given the option to have the Goods replaced or to be refunded through the payment method used by you when purchasing the Goods.  We are fully responsible for paying shipment costs.  Replacements will be issued upon Our receipt of the returned Goods, which should be returned to us within 14 calendar days of reporting.  Refunds will be issued within 14 calendar days and in any event no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges.

  4. If any Goods you have purchased develop faults within 14 calendar days of delivery, you may be entitled to a replacement but not a refund.  In order to arrange for such a replacement you should visit the Contact Us page on the Website or by emailing us via hello@theskinexperts.co.uk within 2 working days with details of your requested return. Goods should be returned to us within 12 calendar days of reporting. We will assess the Goods and alleged faults upon receipt and if We conclude (at Our sole discretion, acting reasonably and in good faith) determine that the fault is not a result of mistreatment by you (deliberate, negligent or otherwise), We will issue replacement Goods at no additional cost to you.

  5. If any Goods develop faults beyond 14 calendar days from receipt of delivery but within their 14 calendar day warranty period, you are entitled to a repair or replacement under the terms of that warranty. theskinexperts.co.uk is not a party to such warranties and you must therefore contact the manufacturer of the Goods directly.

  6. If you are a consumer based within the European Union, you have a statutory right to a “cooling off” period.  This period begins once your order is complete and ends 14 calendar days after the Goods have been delivered to you.  If the Goods are delivered to you in instalments, the 14 calendar day period begins on the day that you receive the final instalment. If you change your mind about the goods within this period, please inform Us within 14 calendar days of receipt.  Goods must be returned to Us within 14 calendar days of the day on which you inform Us that you wish to return the Goods. You are responsible for paying return shipment costs if Goods are returned for this reason.  Refunds will be issued within 14 calendar days and in any event no later than 28 calendar days after you inform Us that you wish to cancel under this provision and will include standard delivery charges.

  7. The Skin Experts may not be able to accept returns under the cooling off period of the following types of Goods and/or taking into account the following circumstances:

    1. Goods made to your specifications or that have been personalised;
    2. Goods which are liable to deteriorate or expire rapidly;
    3. Goods which are sealed for health or hygiene reasons that have been unsealed after delivery;
    4. Goods which are, after delivery, according to their nature, inseparably mixed with other items;
    5. Any use or enjoyment that you may have already had out of the Goods beyond handling them to the extent necessary to establish the nature, characteristics and functioning of them (such as you would, for example, handle a display item in a shop).  Please note that opening packaging does not prevent you from returning Goods unless the Goods fall under sub-Clause 15.7.3 and in any event does not include the opening of delivery packaging, only the packaging of the product itself.