At Skinvince, customer satisfaction is important to us. We take great care to ensure every product we deliver is 100% authentic, fresh, and carefully packed. If you experience an issue with your order, we're here to help.

Please read our refund and return policy carefully before placing an order.

1. Return Eligibility

You may request a return within 7 days of receiving your order if:

• The product is unused, unopened, and in its original condition.
• The original packaging, seals, labels, and protective wrapping remain intact.
• You provide your order number or proof of purchase.
• The product meets all return conditions outlined in this policy.

For hygiene and safety reasons, we cannot accept returns of products that have been opened, used, or tampered with unless they were received damaged or incorrect.

2. Authenticity Guarantee

We stand behind the authenticity of every product sold by Skinvince.

If you believe a product is not genuine, please contact us immediately. Once our team verifies the claim, we will offer an appropriate resolution, including a replacement or full refund where applicable.

3. Damaged, Defective or Incorrect Items

If you receive:

• A damaged product
• A defective product
• The wrong item
• An item with missing contents

Please contact us within 48 hours of delivery.

To help us investigate your claim, please provide:

• Your order number
• Clear photos of the product
• Photos of the outer shipping package
• Photos or videos clearly showing the issue

Claims submitted after 48 hours may not be eligible for replacement or refund.

4. Change of Mind Returns

If you ordered the wrong product, changed your mind, or no longer wish to keep your purchase, you may request a return within 7 days, provided:

• The product is unopened and unused.
• All original seals and packaging remain intact.
• The item passes our quality inspection upon receipt.

A PKR 200 handling fee will be deducted from the refund amount or charged in case of an exchange to help cover inspection, packaging, and logistics costs.

Original shipping charges are non-refundable.

5. Non-Returnable Items

For hygiene, safety, and quality reasons, we do not accept returns or exchanges for:

• Opened or used skincare products
• Products with broken or removed seals
• Products without original packaging
• Products damaged due to misuse, improper storage, or customer negligence
• Free gifts, promotional items, samples, or complimentary products
• Gift cards (if applicable)
• Products returned after the 7-day return window

6. How to Request a Return

To request a return, please contact our customer support within 7 days of receiving your order.

Please include:

• Order number
• Full name
• Reason for return
• Photos or videos (if applicable)

Our team will review your request and provide return instructions if your request is approved.

Please do not send products back without prior approval, as unauthorized returns may not be accepted.

7. Return Shipping

Unless the return is due to our mistake (incorrect, damaged, or defective item), customers are responsible for return shipping costs.

Products should be securely packaged to prevent damage during transit.

Skinvince is not responsible for items lost or damaged while being returned.

8. Inspection & Approval

Once your returned item reaches us, it will undergo a quality inspection.

If the return meets our policy requirements, your refund or exchange will be approved.

If the product does not meet our return conditions, it may be sent back to you at your expense.

9. Refund Processing

Once your return has been approved:

• Refunds will be processed to the original payment method whenever possible.
• Refunds are typically issued within 2–5 business days after approval.
• Depending on your bank or payment provider, the amount may take additional time to appear in your account.

For Cash on Delivery (COD) orders, refunds will be processed through bank transfer or another mutually agreed payment method.

10. Late or Missing Refunds

If you haven't received your refund:

• Check your bank account.
• Contact your bank or payment provider, as processing times may vary.
• If you still require assistance, please contact our customer support.

11. Order Cancellation

Orders may be cancelled before they are dispatched.

If payment has already been processed, the refund will be issued after deducting any applicable payment gateway or transaction charges (typically 1%–3%) charged by the payment service provider.

Orders that have already been shipped cannot be cancelled and will instead follow the return process outlined above.

12. Right to Refuse Returns

Skinvince reserves the right to decline any return or refund request that:

• Does not comply with this policy.
• Shows signs of product misuse or tampering.
• Appears fraudulent or abusive.
• Contains false or misleading information.

Repeated excessive return requests may result in refusal of future return requests or order cancellations.

13. Policy Updates

Skinvince reserves the right to modify or update this Refund Policy at any time without prior notice. Any changes will become effective immediately upon publication on our website.

14. Contact Us

If you have any questions regarding returns, refunds, or exchanges, please contact our customer support team through the contact details provided on our website.

We're always happy to assist you.