When Can You Request a Return
- Wrong product received.
- Product with an opened or broken seal.
- Missing or expired product received.
When Returns Are Not Accepted
- Product is opened, used, or altered.
- Packaging, labels, or accessories are missing or damaged.
- The issue is reported after 48 hours of delivery.
- The product is physically damaged after delivery.
How to Request a Return
- Report within 48 hours of delivery via:
WhatsApp: [number]
Email: care@theskinloom.com
- The support team will review and respond within 2 business days.
Damaged or Wrong Items
- Email clear photos of the product from all angles along with your Order ID.
- This helps us verify and resolve the issue quickly.
- For verified damaged, expired, or wrong items, Skinloom will bear the return shipping cost.
Replacement or Refund
- After inspection:
If available, a replacement will be sent.
If not available, a refund will be processed to your original payment method. - The refund or replacement will be initiated only after the returned item is received, inspected, and verified to be in its original condition.
2. Late Returns
If a customer requests a return after the standard return period, Skinloom may, at its sole discretion, accept the return only if the product is unused, sealed, and in its original packaging.
In such cases:
- The customer will bear the complete return shipping cost.
- The refund or replacement will be initiated only after the returned item is received, inspected, and verified to be in its original condition.
- Skinloom reserves the right to decline late return requests if the item does not meet these conditions.
Cancellations
- Orders can be cancelled before dispatch via WhatsApp or email.
- Once shipped, cancellation is not possible (only return can be requested).
- Refunds for cancelled orders are processed within 7 working days.
Refund Timeline
- Online payments: Approved refunds are processed within 7-10 working days after inspection and approval.
- COD orders: Refunds via bank transfer or wallet within 14 working days.