Refund policy
Returns & Hygiene Policy for Skincare and Medical-Grade Devices
1. Hygiene and Safety Standards
For health, safety, and hygiene reasons, we cannot accept returns or offer refunds on any opened or used skincare products or medical-grade devices. Once these products have been opened or used, they are considered non-returnable to ensure the safety and well-being of all our customers.
2. Exceptions for Defective or Damaged Products
If you receive a product that is defective, damaged, or incorrect upon arrival, please contact us as soon as possible. We will assess the situation and, where appropriate, arrange a replacement or refund in line with your statutory consumer rights.
In these cases, we will also cover any reasonable return shipping costs.
Please retain all original packaging and documentation related to the item for our review.
3. Documentation for Returns
Where an exception applies, customers may be asked to provide:
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A detailed description of the issue
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Photographic evidence of the defect or damage
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Proof of purchase
This helps us resolve issues quickly and safely.
4. Change-of-Mind Returns & Return Costs
Unopened, unused, and sealed products may be returned within 14 days of delivery in line with EU consumer law.
In these cases:
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Customers are responsible for the cost of returning the product to us
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Items must be returned in their original condition and packaging
For hygiene and safety reasons, we cannot accept returns on products that have been opened or unsealed.
5. Return Process
To request a return or report an issue, please contact our customer service team within 14 days of receiving your order. Our team will provide clear instructions on how to proceed.
6. Non-Returnable Items
The following items are non-returnable under any circumstances:
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Opened or used skincare products
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Opened or used medical-grade devices
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Products marked as final sale
This does not affect your statutory rights in the event of a faulty or incorrectly supplied product.