At SkinMatrix, we are committed to providing you with high-quality skincare products. However, we understand that issues can occasionally occur. Please read our policy below regarding returns and refunds.
If you receive a product that is defective, damaged during shipping, or incorrect (wrong item sent), we will offer a full refund or free replacement.
Timeframe: You must notify us within 14 days of receiving your order.
Condition: Please do not throw away the damaged packaging or product, as we may require photos for our internal quality checks.
Cost: We will cover the return shipping costs for defective or damaged items.
Due to the nature of skincare products and hygiene standards, we generally do not accept returns for “change of mind” once a product has been opened or used.
Eligibility: To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it. It must also be in the original packaging.
Timeframe: You must initiate the return within 14 days of delivery.
Cost: For change-of-mind returns, the customer is responsible for paying the shipping costs. Shipping costs are non-refundable.
For health and safety reasons, we cannot accept returns on:
Opened or used skincare products.
Sale items or gift cards.
To start a return, please contact us via email at support@skinatrix.store with the following details:
Your Order Number.
A description of the issue.
Photos of the defect/damage (if applicable).
Once your return is approved, we will send you instructions on how and where to send your package.
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
Approved: Your refund will be processed, and a credit will automatically be applied to your original method of payment (or bank transfer) within 5-7 business days.