Returns Policy

At The Clinic Skin Health & Wellness, our priority is to provide you with high-quality skincare products and services that meet your needs. Please read our returns policy carefully before making a purchase, as it outlines our guidelines regarding product returns, exchanges, and refunds.

Returns Policy – The Clinic Skin Health & Wellness

1. General Returns Policy

We do not offer refunds or exchanges for:

  • Change of Mind:
    • Due to the nature of skincare products, we are unable to accept returns for products you no longer want or have changed your mind about.
  • Incorrect Product Selection:
    • We do not take responsibility for product choices that do not suit your skin type or concerns if the product was purchased without professional consultation.
  • Gift Purchases:
    • Products purchased as gifts cannot be returned or exchanged.
  • Opened or Used Products:
    • For hygiene and safety reasons, we can never accept returns on products that have been opened, used, or tampered with.

2. Faulty or Damaged Products

If you receive a product that is faulty, damaged during transit, or incorrect, please follow these steps to request a replacement:

  1. Contact Us Within 24 Hours:
  2. Provide Evidence:
    • Attach clear photos of the damaged or incorrect item, including the packaging.
  3. Review Process:
    • Once our team reviews your request, we will provide further instructions regarding a replacement or store credit if eligible.

Important:

  • Claims submitted after 24 hours of delivery may not be eligible for replacement.
  • We reserve the right to refuse refunds or replacements if the damage is determined to have occurred after delivery.
  • If a replacement product is approved, shipping costs for returning the original item may be the customer’s responsibility.

3. Reactions and Sensitivities

While we ensure our products are tested and safe, individual skin reactions may occur. If you experience an adverse reaction:

  1. Cease Use Immediately:
    • Discontinue the use of the product immediately.
  2. Document the Reaction:
    • Take clear photos of the affected area and provide a written description of the symptoms.
  3. Contact Us:

Once received, our team will consult with the product supplier to determine if a credit or exchange is possible. Refunds are subject to supplier approval and are not guaranteed. Please note that refunds will not be provided for purchases that did not have a prior consultation.

4. Incorrect Orders

If you receive an incorrect item due to our error:

  • Contact us within 24 hours of delivery, and we will arrange for the correct product to be sent to you at no additional cost.
  • The incorrect item must be returned unopened and unused in its original condition and packaging.

5. Return Procedure

For approved returns (damaged or incorrect products only):

  1. Return Authorisation:
    • Once approved, we will provide a return authorisation number (RAN). No returns will be accepted without a valid RAN.
  2. Return Packaging:
    • Ensure products are securely packaged to prevent further damage in transit.
  3. Shipping the Return:
    • Returns must be sent to the address provided in your authorisation email.
    • Customers are responsible for return shipping costs unless the return is due to our error.

6. Refunds Policy

Refunds will only be provided under the following circumstances:

  • If we are unable to fulfill your order due to stock unavailability.
  • If an order cancellation request is submitted within 12 hours of order placement and the order has not been processed.
  • If the product is deemed faulty or defective after review.

Refund Process:

  • Approved refunds will be processed via the original payment method within 7-10 business days.
  • Refunds will not include shipping fees unless the error is on our part.

7. Store Credit Policy

Where refunds are not available, store credit may be offered as an alternative. Store credit can be used for future purchases and is valid for 12 months from the date of issue.