Refund policy

Refund & Returns Policy

Prescription orders
Prescription orders are only processed for dispatch after any required amendments have been made and the clinical assessment has been approved.

Your 14-day right to cancel (UK customers)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel an order for non-prescription products within 14 days of the day you receive them, without giving a reason, as long as the products are sealed and unopened.
- To cancel, email contact@skinbyscience.co.uk with your order number within 14 days of delivery.
- Return the products, sealed and unopened, within 14 days of telling us you are cancelling.
- You pay the cost of return postage. We do not charge a restocking fee.
- We will refund the price you paid for the products, plus standard delivery (if you returned the whole order), within 14 days of receiving the products back or proof that you sent them, whichever is sooner. Refunds go to your original payment method.
- We may reduce the refund if the products have been handled more than necessary to check them.

Opened or unsealed products
For health protection and hygiene reasons, skincare and cosmetic products that have had their seal, wrapping or tamper-evident packaging opened after delivery cannot be returned unless they are faulty or incorrect.

Prescription medicines
Prescription-only medicines are supplied for you personally after a clinical assessment and cannot be returned or resold. They are non-returnable and non-refundable unless they are faulty or we sent you the wrong item. Any refund for prescription items is at the discretion of the clinical lead.

Faulty, damaged or incorrect items
If a product arrives faulty, damaged or is not what you ordered, please tell us within 30 days of delivery by emailing contact@skinbyscience.co.uk with your order number and photos or videos where possible. We will tell you how to return it (at no cost to you) and, once we have checked it, we will offer a replacement or a full refund to your original payment method within 14 days. This does not affect your statutory rights under the Consumer Rights Act 2015.

Cancelling before dispatch
You can cancel any order before it is dispatched by emailing contact@skinbyscience.co.uk. Once dispatched, the terms above apply.

Governing law
This policy is governed by the laws of England and Wales.