Returns & Refunds Policy

At The SkinWish, we want you to shop with confidence.

This policy explains what to do if you change your mind about an order or if a product arrives damaged, incorrect, faulty or otherwise does not conform to your order.

Nothing in this policy affects your statutory rights under UK consumer law.

Changed Your Mind?

If you purchase from The SkinWish online as a consumer, you will normally have the right to cancel your contract without giving a reason within 14 days after the day on which you, or a person nominated by you, receives the goods.

To exercise your cancellation right, you must clearly inform The SkinWish of your decision to cancel before the applicable cancellation period expires.

Please contact us using the contact details provided on our website and include your order number and details of the product(s) you wish to return where possible.

You may also use our Model Cancellation Form, but you are not required to use that form.

Returning Your Products

Once you have notified us that you wish to cancel, the relevant goods must be returned to us without undue delay and no later than 14 days after you notify us of your cancellation, unless otherwise agreed.

Please contact The SkinWish before sending your return so that we can provide the current return instructions and return address.

Please package returned products securely and retain appropriate proof that they have been sent.

Skincare Products

For change-of-mind returns, please keep skincare products unopened, unused and in their original condition, with any applicable protective, tamper-evident or hygiene seals intact.

Certain products may be supplied sealed for health protection or hygiene reasons.

Where the applicable legal requirements are met, your statutory right to cancel for change-of-mind reasons may cease to apply once such a seal has been broken after delivery.

This does not affect your statutory rights where a product is faulty, damaged, incorrect, misdescribed or otherwise does not conform to the contract.

Opened or Used Products

Please do not open or use a skincare product if you have decided that you no longer want it.

Where a statutory hygiene exception applies, we may be unable to accept a change-of-mind return after the relevant seal has been broken.

Where that exception does not apply, we may nevertheless be entitled to reduce a refund to reflect any reduction in the value of the product caused by handling beyond what is reasonably necessary to establish its nature, characteristics and functioning.

Nothing in this section affects your rights concerning faulty or non-conforming goods.

Cost of Returning an Unwanted Product

If you are returning a product because you have changed your mind, you are responsible for the direct cost of returning it to The SkinWish, unless we agree otherwise or applicable law requires otherwise.

We recommend using an appropriate tracked or otherwise evidenced postal service and retaining proof of postage until your return has been completed.

Faulty, Damaged, Incorrect or Misdescribed Products

If your product arrives damaged, you receive an incorrect product, or you believe that a product is faulty or not as described, please contact The SkinWish as soon as reasonably possible.

Please provide your order number and details of the issue.

Where reasonably possible, photographs of the product, packaging, shipping label and any visible damage can help us investigate and resolve the issue more quickly.

We may reasonably request additional information or ask for the product to be returned so that the issue can be assessed.

Requests for reasonable information or evidence do not remove any statutory rights to which you are entitled.

Your rights relating to faulty, damaged, incorrect or misdescribed goods are separate from the change-of-mind rules above.

We will provide an appropriate remedy in accordance with applicable UK consumer law.

Skin Reactions and Product Suitability

Skincare products may contain active ingredients and individual responses can vary.

Please review the product information, ingredients, warnings and manufacturer's instructions before use.

Where recommended by the manufacturer, consider carrying out an appropriate patch test before wider use.

A personal preference regarding a product's texture, fragrance or cosmetic result does not, by itself, mean that the product is faulty.

Similarly, an individual sensitivity or reaction does not automatically establish that a product is defective.

Nothing in this section affects your statutory rights where a product is defective, unsafe, misdescribed or otherwise does not conform to the contract.

If you experience a significant adverse reaction, stop using the product and seek appropriate professional advice where necessary.

Refunds Following Cancellation

Where you validly cancel your entire order under your statutory cancellation rights, we will refund payments due to you in accordance with applicable law.

Where required by law, this includes the price paid for the goods and the cost of our least expensive standard delivery option applicable to your order.

If you selected a more expensive delivery service, such as Express UK Delivery, we are not required to refund the additional amount above the cost of our least expensive standard delivery option where permitted by law.

Where only part of an order is cancelled, any entitlement to a refund of the original delivery charge will be determined in accordance with applicable law.

When Will I Receive My Refund?

Where goods are being returned following cancellation, we may withhold the refund until we receive the goods back or you provide evidence that you have sent them back, whichever occurs first, where permitted by law.

Eligible refunds will be made without undue delay and within the applicable statutory timeframe.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed or required by law.

Promotional Gifts

If your order included a free gift or promotional product that was conditional on the value or contents of your order, please contact us before returning part of the order.

Where applicable, we may ask you to return an unused promotional gift if the remaining order would no longer qualify for the promotion.

Any adjustment relating to an unreturned promotional gift will only be made where the relevant promotional condition was clearly disclosed and where permitted by law.

Manufacturer Guarantees

Some skincare brands may provide their own guarantees, satisfaction programmes or promotional return arrangements.

Unless The SkinWish expressly states otherwise, these arrangements are separate from this Returns & Refunds Policy.

A manufacturer's voluntary returns or satisfaction guarantee does not automatically apply to a product purchased from The SkinWish.

Any applicable manufacturer guarantee is additional to, and does not replace, your statutory rights against The SkinWish as the retailer.

Suspected Fraud or Abuse

We may investigate return or refund requests where we reasonably suspect fraud, product substitution, tampering, duplicate claims, abuse of our returns process or materially inaccurate information.

We may refuse a claim made solely under a voluntary promotion or policy where its conditions have not been satisfied and may restrict future orders where reasonably necessary to prevent fraud or abuse.

Nothing in this section allows The SkinWish to refuse a refund, replacement or other remedy to which you are legally entitled.

Your Statutory Rights

Nothing in this Returns & Refunds Policy excludes, restricts or replaces any rights or remedies available to you under applicable UK consumer law.

For further information, please see our Terms & Conditions.

Contact Us

To request a return or contact us about a refund, damaged product, incorrect product or suspected fault, please use the contact details provided on The SkinWish website.

Please include your order number so that we can assist you as quickly as possible.