Refund policy

Changing your mind

For goods bought online, you may notify us that you wish to withdraw within 14 calendar days after you or your nominated recipient receives the goods. You do not need to give a reason.

Email gp.skinscience@gmail.com or use our website chat. Tell us your name and order number and clearly state that you wish to withdraw. We will provide the return address and instructions. Do not send a parcel before receiving the instructions.

Send the goods back within 14 calendar days after notifying us. You pay the direct return-shipping cost for a change-of-mind return. The amount depends on your country, carrier and parcel size. Use a tracked service and retain proof of postage; no inspection-at-the-door courier option is required.

Product condition and exceptions

You may handle the goods as necessary to establish their nature, characteristics and functioning, as you could in a shop. You may be responsible for diminished value caused by handling beyond that. Original packaging is helpful for safe transport, but is not a blanket condition for exercising statutory rights.

A statutory exception may apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons after the seal has been removed. Where that exception applies, it must be disclosed for the particular product before purchase. It does not remove rights concerning faulty or misdescribed goods.

Refunds

For a valid withdrawal, we refund the payments received, including the cost of our least expensive standard outbound delivery option, without undue delay and no later than 14 calendar days after we receive your withdrawal notice. Additional costs for a more expensive delivery option you chose are not refundable.

We may withhold the refund until we receive the goods or you provide evidence that you sent them back, whichever happens first. We use the original payment method unless you expressly agree otherwise, without charging a refund fee.

Faulty, damaged or incorrect goods

Contact us by email or chat with your order number, a description of the issue and, where useful, photos. You do not have to discover or report a hidden fault during a courier inspection or within a special 14-day complaint window. Your statutory rights and applicable time limits remain in force.

Where required by applicable consumer law, we arrange repair or replacement without cost to you, or the applicable price reduction or refund. We cover return costs that we are legally required to cover. Contact us first so we can arrange the appropriate return route.

Warranty support

Our products include the advertised two-year warranty. For a manufacturing defect, contact us with your order details. We will explain the service or replacement procedure and any shipping arrangements before you send the product. This warranty is additional to your statutory rights.