At Skinjoo, we take great care in packing and shipping your skincare products. Because skincare and cosmetic products are personal-care items, we follow a limited return and refund policy to maintain product hygiene and safety.
1. When Can You Request a Return?
A return or replacement request may be accepted if:
You received a wrong product.
The product arrived damaged or broken.
The product arrived leaking or spilled.
The product is defective.
A product is missing from your order.
The product received is materially different from the product ordered.
All eligible issues must be reported within 24 hours of delivery.
2. Non-Returnable Products:-
For hygiene and safety reasons, we generally do not accept returns for skincare or cosmetic products that have been:
Opened or used
Applied to the skin
Tested or partially consumed
Removed from their original seal
Damaged due to improper handling after delivery
We also do not accept returns for:
Change of mind
Ordering the wrong product
Change in personal preference
Not liking the fragrance, texture, colour, or feel of a product after opening it
However, this does not limit any rights or remedies available under applicable law for products that are defective, damaged, unsafe, expired, counterfeit, incorrect, or materially different from what was advertised.
3. Damaged, Leaking or Broken Products:-
If your product arrives damaged, broken, or leaking, please contact us within 24 hours of delivery.
Please provide:
Order ID
Clear photographs of the product
Photographs of the shipping package
Photographs of the shipping label
A clear video of the package/product, if available
After verification, we may offer a replacement or refund, depending on the situation and product availability.
4. Wrong Product Received:-
If you receive a product different from the one you ordered, please contact us within 24 hours of delivery.
After verification, we will arrange an appropriate resolution, which may include:
Replacement with the correct product, subject to availability; or
Refund of the eligible product amount.
5. Missing Product:-
If an item is missing from your order, please contact us within 48 hours of delivery with your Order ID and photographs/videos of the package and its contents.
We will investigate the issue and provide an appropriate resolution if the missing item is verified.
6. How to Request a Return or Refund:-
To raise a return or refund request, contact Skinjoo customer support with:
Order ID:
Name:
Phone Number:
Reason for Request:
Photos/Videos of the Product:
Please do not send any product back without receiving return instructions from Skinjoo.
7. Product Condition for Approved Returns:-
If a return is approved, the product should be returned in its original condition wherever applicable, along with:
Original packaging
Labels
Seals
Boxes
Accessories/freebies included with the order
Products that have been used, altered, tampered with, or damaged after delivery may not qualify for a return.
8. Refunds:-
Once an eligible returned product has been received and inspected, Skinjoo will process the applicable refund.
For prepaid orders, refunds will generally be issued to the original payment method.
For Cash on Delivery orders, we may request valid bank account or UPI details to process the refund.
The time taken for the refund to reflect in your account may vary depending on the bank, payment gateway, or payment provider.
9. Exchange / Replacement:-
Replacement may be provided for eligible cases such as:
Wrong product received
Damaged product
Leaking product
Defective product
Replacement is subject to product availability. If the same product is unavailable, Skinjoo may provide an applicable refund instead.
10. Order Cancellation:-
Cancellation requests should be made as soon as possible after placing an order.
Once an order has been shipped, cancellation may not be possible.
If you have received a shipped order that you no longer want, please contact our customer support team for assistance.
11. Important Note About Skincare Products:-
Skincare products are sensitive personal-care items. Once a product has been opened or used, we cannot accept it back for hygiene and safety reasons except where required under applicable law.
We strongly recommend checking the package and product condition immediately after delivery.
If the package appears damaged or tampered with, please take photographs/videos before opening it and contact us as soon as possible.
12. Contact Us:-
For return, replacement or refund assistance:
Skinjoo Customer Support
Website: Skinjoo.com
Please mention your Order ID whenever contacting us regarding an order.