Return and Refund Policy

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.