Refund policy
At SKN Concierge, we want you to feel confident in every purchase. If for any reason you are not completely satisfied with your order, we’re here to help.
Unopened & Unused Products
If you change your mind, you may return unopened, unused, and sealed products within 14 days of receiving your order for a full refund. Items must be returned in their original packaging and in resaleable condition.
To initiate a return, please contact us at hello@sknconcierge.co.uk with your order number and reason for return. Once approved, we will provide return instructions.
Opened or Used Products
Due to the nature of skincare and cosmetic products, we are unable to accept returns or offer refunds on opened, used, or tampered products unless the item is faulty or you have experienced a reaction (see below).
Damaged or Faulty Items
If your order arrives damaged or faulty, please contact us within 7 days of receipt. Include your order number, photos of the damaged items, and a description of the issue. We’ll be happy to replace the item or issue a refund.
Allergic Reactions
If you experience an adverse reaction to a product, please stop using it immediately and email us with your order number, product details, photos, and a brief description of your reaction. In some cases, we may request the product be returned for investigation.
Please note: refunds or replacements are assessed on a case-by-case basis and may require evidence or return of the item.
Return Shipping
Unless the product is faulty or incorrect, return postage costs are the responsibility of the customer. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.
Exclusions
- Gift cards and e-vouchers are non-refundable.
- Items marked as “final sale” or “non-returnable” cannot be returned.
- Returns without prior authorisation may not be accepted.
How to Request a Return
- Email hello@sknconcierge.co.uk within 14 days of delivery.
- Include your full name, order number, and reason for return.
- Wait for return confirmation and instructions.
- Send the product back using a tracked service.
Refunds
Once your return is received and inspected, refunds are processed to the original payment method within 5–10 working days. We will notify you once your return has been approved and your refund issued.