Last updated: 11/19/2025
We want you to be satisfied with your purchase from Skinceuticalls. This Returns & Refunds Policy explains when and how you can return items purchased from https://skinceuticalls.com (the “Site”).
This Policy applies to customers located in the United States.
1. Return Eligibility
Due to the nature of skincare products, hygiene and safety are very important. To help protect all our customers, we generally accept returns only under the following conditions:
The item is unused, unopened, and in its original packaging, with all seals and labels intact, or
The item is defective, damaged, or incorrect (different from what you ordered) when you receive it.
We reserve the right to refuse returns that do not meet these conditions.
2. Return Window
You may request a return within 30 days from the date of delivery, as shown in the tracking information.
After 30 days, we may no longer be able to accept a return, except in certain limited situations (for example, clear defects covered by consumer laws).
3. Non-Returnable Items
Unless required by law, we cannot accept returns for:
Items that have been opened, used, or partially used
Items not purchased directly from https://skinceuticalls.com
Items marked as “Final Sale”, “Non-Returnable”, or similar at the time of purchase
Gift cards or digital products (if applicable)
Free gifts, samples, or promotional items
If you are unsure whether your item is eligible for return, please contact us before sending anything back.
4. How to Request a Return
To start a return, please follow these steps:
Contact us at customercare@skinceuticalls.com within 30 days of delivery.
Include in your email:
Your order number
The product(s) you want to return
The reason for the return
Photos, if the item is damaged, defective, or incorrect
Our team will review your request and let you know:
Whether your return is approved, and
Instructions on where and how to send your package.
Do not ship items back to us until your return has been approved and you have received the return instructions.
5. Return Shipping Costs
If the return is due to our error (e.g., wrong item sent, damaged in transit, or defective product), we will typically:
Provide a prepaid return label, or
Reimburse reasonable return shipping costs, depending on the situation.
If the return is due to a change of mind or customer preference (e.g., you no longer want the item, ordered the wrong product, etc.) and the item is eligible:
You may be responsible for the cost of return shipping.
Original shipping charges (if any) may not be refundable.
6. Condition of Returned Items
All returned items are inspected upon arrival.
To qualify for a refund:
Items must be returned in their original, unopened, and unused condition, unless the item was defective or damaged.
Items that arrive used, opened, damaged, or missing components (not due to our error) may be partially refunded or not refunded at all, depending on the condition.
If a return is not approved after inspection, we may contact you with options (such as shipping the item back to you at your cost).
7. Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, a refund will be issued to your original payment method within approximately 10 business days, depending on your bank or card issuer.
Shipping charges paid on your original order (if any) may not be refundable, except where required by law or if the return is due to our error.
If you do not see your refund after the stated time, please contact your bank or card issuer first, then reach out to us.
8. Exchanges
At this time, we do not offer automatic exchanges.
If you wish to exchange an item, you can:
Request a return for the original product (if eligible), and
Place a new order for the item you want instead.
In cases where we shipped the wrong item or a defective item, we may arrange a replacement at our discretion.
9. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or not what you ordered:
Contact us at customercare@skinceuticalls.comwithin 3–5 business days of delivery.
Include:
Your order number
Photos of the item, packaging, and shipping label
A brief description of the issue
We will review your case and typically offer one of the following:
Replacement of the item
Store credit
Refund
We may ask you to return the item or dispose of it, depending on the situation.
10. Chargebacks and Payment Disputes
If you are unhappy with your order for any reason, we encourage you to contact us first at customercare@skinceuticalls.com
We are committed to resolving issues fairly. Initiating a chargeback without contacting us first may delay the resolution process, as we must then work directly with the payment provider to investigate.
11. Contact Us About Returns & Refunds
If you have any questions about this Returns & Refunds Policy or need help with a return, you can reach us at:
Email: Customercare@skinceuticalls.com
Phone: +1 (737) 283-1814
