Returns Policy

Returns Policy – The Clinic Skin Health & Wellness

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.

We value your trust and want you to feel confident when shopping with us. Below is our clear and updated returns policy.

1. General Returns Policy

For hygiene and safety reasons, we cannot accept returns or exchanges for the following:

• Change of Mind – Skincare products cannot be returned if you decide you no longer want them.

• Incorrect Product Selection – Products chosen without professional consultation are the responsibility of the customer.

• Gift Purchases – Items purchased as gifts cannot be exchanged or refunded.

• Opened or Used Products – Products that have been opened, used, or tampered with cannot be returned.

2. Faulty, Damaged, or Incorrect Products

If your order arrives faulty, damaged during transit, or incorrect, please contact us within 7 days of delivery.

Steps to request a replacement:

1. Email Us: hello@clinicskinhealth.com with your order number and a description of the issue.

2. Provide Photos: Include clear images of the damaged or incorrect item and packaging.

3. Assessment: Our team will review your request and advise if a replacement, refund, or store credit is available.

Important Notes:

• Claims submitted after 7 days of delivery may not be eligible.

• If approved, a replacement or store credit will be arranged.

• If the return is due to our error, we will cover return shipping costs. Otherwise, return shipping costs are the customer’s responsibility.

3. Reactions and Sensitivities

While our products are tested and safe, individual skin reactions may occur.

If you experience an adverse reaction:

• Cease use immediately.

• Take photos of the affected area and describe the symptoms.

• Contact us within 7 days of noticing the reaction.

Our team will consult with the supplier to determine eligibility for a refund, replacement, or store credit. Please note: refunds are subject to supplier approval and cannot be guaranteed.

4. Incorrect Orders (Our Error)

If you receive an incorrect product:

• Contact us within 7 days.

• The incorrect item must be returned unopened and in original condition.

• We will arrange the correct product to be sent at no cost to you.

5. Return Procedure

For approved returns:

• Return Authorisation: A Return Authorisation Number (RAN) will be issued. No returns will be accepted without it.

• Packaging: Items must be securely packaged to avoid damage.

• Shipping Address: Provided in your authorisation email.

• Return Costs: If the return is due to our error, we cover shipping. For all other cases, the customer covers return costs.

6. Refunds

Refunds are only available in the following cases:

• If we cannot fulfil your order due to stock unavailability.

• If an order is cancelled within 12 hours of placement (and not yet processed).

• If a product is deemed faulty or defective after review.

Refund Process:

• Approved refunds are processed via the original payment method within 7–10 business days.

• Shipping fees are non-refundable unless the error was ours.

7. Store Credit

If a refund is not available, store credit may be issued instead.

• Store credit is valid for 12 months from the date of issue.

• It can be used towards any future in-clinic or online purchase (excluding injectables).