At Skinistry, we take care in preparing every order and are committed to delivering a considered shopping experience from checkout to delivery. We encourage our customers to review their orders carefully before completing a purchase.
This policy outlines the circumstances under which orders may be cancelled, returned, exchanged or refunded.
1. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible at info@skinistrybeauty.com, quoting your order number.
Cancellation requests can only be accommodated before an order has been processed for dispatch. Once an order has been shipped, it can no longer be cancelled through our standard cancellation process.
Where a cancellation is approved before dispatch, any eligible refund will be processed to the original payment method, subject to the applicable payment provider’s processing timelines.
2. Returns and Exchanges
For hygiene, safety and product integrity reasons, skincare products that have been opened, used or unsealed are generally not eligible for return or exchange due to a change of mind.
Products must be unused, unopened, in their original packaging and in a resalable condition to be considered for a return, where returns are permitted under applicable law.
Please contact us before sending any item back. Unauthorised returns may not be accepted.
Nothing in this policy limits any rights you may have under applicable consumer protection laws.
3. Damaged, Defective or Incorrect Orders
We take reasonable care to ensure that orders are properly prepared before dispatch. If your order arrives damaged, defective or different from what you purchased, please contact us within 48 hours of delivery.
To help us resolve the issue, please provide:
Your order number.
A clear description of the issue.
Photographs of the product, packaging and any visible damage, where applicable.
Once we have reviewed your claim, we will advise on the appropriate resolution. Depending on the circumstances, this may include a replacement, exchange or refund.
Please retain the affected product and its packaging until we have advised you on the next steps.
4. Refund Eligibility
Refunds may be considered in circumstances including:
An approved cancellation before dispatch.
An order that cannot be fulfilled by Skinistry.
An item confirmed to be defective, damaged in transit or incorrectly supplied.
Other circumstances where a refund is required by applicable law.
Change-of-mind requests for opened or used skincare products are generally not eligible for refunds, except where required by law.
5. Refund Processing
Once a refund has been approved, it will generally be issued through the original payment method where possible.
The time it takes for the funds to reflect in your account may depend on your bank, card issuer or payment service provider.
Where an alternative refund method is necessary, we will communicate the available options with you.
6. Shipping Costs
Original shipping charges are generally non-refundable for change-of-mind returns.
Where an order is damaged, defective, incorrectly supplied or otherwise qualifies for a remedy under applicable law, responsibility for return shipping and any associated costs will be assessed in accordance with the circumstances and applicable legal requirements.
International orders may involve additional shipping or customs costs. Any applicable refund of these charges will be considered in line with the relevant circumstances and applicable law.
7. Orders That Cannot Be Delivered
Customers are responsible for providing accurate delivery details and ensuring that their orders can be received.
If an order is returned to Skinistry because of an incorrect address, unsuccessful delivery attempts or failure to collect the package, we will contact the customer where possible to discuss the available options.
Additional shipping charges may apply to reship the order. Any refund request will be assessed individually, taking into account the circumstances and applicable law.
8. How to Request a Refund or Cancellation
To submit a request, please contact us using the details below. Include your order number and a clear explanation of your request so that our team can assist you efficiently.
Business Address: 16B Bashorun R.I. Okusanya Avenue, Lekki Phase 1, Lagos, Nigeria.
We aim to review requests promptly and communicate the next steps as soon as reasonably possible.
9. Policy Updates
Skinistry reserves the right to update this policy to reflect changes in our business practices or applicable legal requirements. Any revisions will be published on this page with an updated date.
We appreciate your trust in Skinistry and remain committed to handling every order and customer concern with care, fairness and professionalism.
