Returns & Refunds
Right of withdrawal (14 days)
You have the right to return your order within 14 days of receiving it, for any reason, no explanation needed. To exercise this right, contact us at skintellect.2025@gmail.com within that window and let us know you wish to return your order. You then have a further 14 days to send the item(s) back to us. A change-of-mind return has a cost to you: you will need to cover the shipping cost of sending the item back to us (see "Return shipping" below). This does not apply if the item is faulty or incorrect.
The hygiene exception for cosmetics
Under EU law, sealed goods that cannot be returned for health or hygiene reasons once unsealed are excluded from the right of withdrawal. This applies to our products: once the seal on a cosmetic item is broken, that item can no longer be returned or refunded, except in the case of a manufacturing defect (see below). Items that are still sealed and in their original packaging can be returned within the 14-day window above.
Faulty or incorrect items
This is separate from the above and is not affected by whether the seal has been opened. If an item arrives damaged, defective, or different from what you ordered, contact us at skintellect.2025@gmail.com with your order number and a photo of the issue, and we will arrange a replacement or a full refund, including any delivery cost.
Return shipping
Unless an item is faulty or incorrect, the cost of returning it is the customer's responsibility.
Refunds
Once we receive your returned item (or proof that you've sent it), we will process your refund within 14 days, to the original payment method. The refund covers the price of the item and the standard delivery cost you paid; if a return is due to a fault on our side, we also cover the return shipping.
How to start a return
Email skintellect.2025@gmail.com with your order number and the item(s) you'd like to return. We'll confirm the address to send it to and the next steps.