Refund policy

Return & Refund Policy

At Skinora, we believe in being honest, fair, and respectful. We work with trusted partners to make sure your order arrives safely. If something goes wrong, we are here to help and find a fair solution.

Our Promise
If the mistake is on our side, we will take responsibility and fix it. Depending on the situation, we may offer:

  • A replacement item

  • A partial refund

  • A full refund

  • Another suitable solution

We always aim to handle every issue clearly and fairly.

When You Can Request a Return or Refund
You can request a return or refund if:

  • You received the wrong item

  • Your item arrived damaged

  • The item is very different from the description

  • Your order did not arrive (after checking with the shipping carrier)

  • The item meets our return conditions

Please contact us within 30 days after your order is delivered.

Please Record Your Unboxing
We strongly recommend recording a video when opening your package. This helps us review your claim faster and more fairly.

The video should show:

  • The unopened package with the shipping label

  • The full unboxing process

  • The condition of the item when you receive it

This is especially helpful for issues like damaged items, missing items, or wrong products.

When Returns May Not Be Accepted
We may not approve a return or refund if:

  • The item has been used, changed, or damaged after delivery

  • The issue was reported too late

  • There is not enough proof (photos or video)

  • The claim is not accurate

We review every case carefully and fairly.

How to Request a Return

  • Contact us through our Contact Us page or email

  • Include your order number and explain the issue clearly

  • Send photos and, if possible, your unboxing video

Our team will review your request and reply within 24–48 business hours. If your request is approved, we will guide you on the next steps.

Refund Process
If your refund is approved, it will be sent back to your original payment method. It may take a few business days for your bank or payment provider to process it.

Replacements
In some cases, we may send a replacement instead of a refund if it is faster and more practical.

Honesty Matters
We are committed to being fair and transparent. We also ask customers to provide honest and accurate information so we can resolve issues properly.

Refund and Replacement Guidelines

Because Skinora ships internationally, some issues may occur during transit, including damaged packaging, item damage, missing items, delayed delivery, or in rare cases, lost packages. Each request will be reviewed based on the condition of the item received, the available proof, and the result of the shipping carrier’s investigation when needed.

As a general guideline, Skinora may offer:

A 100% refund or free replacement if the item is confirmed lost in transit, arrives completely unusable, or the wrong item was delivered due to our mistake.

A 50%–80% partial refund if the item arrives with major damage but is still partly usable, depending on the condition and supporting evidence.

A 10%–40% partial refund if the item has minor defects, cosmetic issues, or packaging damage that does not affect the main function of the product.

A replacement part, missing item shipment, or partial refund if an accessory or component is missing from the package.

No refund or replacement may be offered if the item has been used, changed, damaged after delivery, or if there is not enough proof to support the claim.

The final refund or replacement decision will be made after reviewing the customer’s photos, unboxing video, order details, and shipping information. Our goal is always to provide a fair solution for both the customer and Skinora.

Contact Us
If you have any questions, feel free to contact us anytime. We are always ready to help and will do our best to find a fair solution.

Thank you for choosing Skinora. We truly appreciate your trust and will always do our best to take care of you.