Refund policy
Last Updated: September 24, 2026
At SkinCerum, we want you to feel confident when purchasing from our online store. If you are not satisfied with your order, receive an incorrect item, or experience a problem with your delivery, our customer support team is available to assist you.
This Return & Refund Policy explains the conditions and procedures that apply to purchases made directly through the official SkinCerum Shopify store. Please review this policy carefully before requesting a return, refund, replacement, or cancellation.
30-Day Return Window
Eligible SkinCerum products may be returned within 30 days from the confirmed delivery date. Return requests submitted after this period may not be accepted unless otherwise required by applicable law.
To help us process your return efficiently, we recommend contacting our customer support team before sending any product back. Returns sent without authorization may experience delays or may not be eligible for processing.
Return Eligibility
An item may generally be eligible for return if:
- The return request is submitted within 30 days of delivery
- The product was purchased directly from the official SkinCerum store
- Proof of purchase or a valid SkinCerum order number can be provided
- The product has not been substantially used, emptied, altered, or intentionally damaged
- The item is returned with its original packaging whenever reasonably possible
- The product is not specifically identified as a non-returnable or final-sale item
All returns remain subject to inspection and approval before a refund is issued.
How to Request a Return
To begin a return, contact Support@skincerum.com and provide:
- Your full name
- Your SkinCerum order number
- The email address associated with your order
- The product or products you would like to return
- Your reason for requesting the return
- Clear photos if the item is damaged, defective, leaking, or incorrect
After reviewing your request, our team will provide instructions for the next steps. Please do not send your return to any address without receiving return instructions first.
Opened or Used Skincare Products
SkinCerum products are personal-care products, so hygiene, safety, and product integrity are important. We understand that a customer may need to try a product before deciding whether it is suitable.
However, products that have been substantially used, emptied, contaminated, intentionally altered, or damaged after delivery may not qualify for a refund. Opened-product returns may be evaluated individually based on the circumstances.
Damaged Products
If your product arrives damaged, broken, leaking, or otherwise unusable, please contact us as soon as possible.
Include your order number and clear photographs of the product, shipping package, and any visible damage. These images may help us verify the issue and assist with carrier or fulfillment claims.
Once approved, we may provide a replacement, refund, store credit, or another appropriate solution.
Defective Products
If you believe a product has a manufacturing defect, packaging defect, malfunctioning dispenser, damaged seal, or another quality-related issue, contact our support team with photographs and a description of the problem.
We may request additional information before approving a replacement or refund.
Incorrect or Missing Items
If your order contains the wrong product, an incorrect quantity, or a missing item, contact Support@skincerum.com with your order details.
Once the issue has been verified, we may arrange shipment of the correct item or provide an appropriate refund.
Non-Returnable Items
The following products or circumstances may not qualify for return:
- Items returned more than 30 days after delivery
- Products that have been substantially used or emptied
- Products intentionally altered, damaged, or contaminated after delivery
- Gift cards
- Complimentary samples
- Free promotional gifts
- Items clearly identified as Final Sale
- Products purchased from unauthorized third-party sellers
- Products without valid proof of purchase
- Returns sent without required authorization where authorization is requested
These restrictions do not override any mandatory consumer rights available under applicable law.
Sale & Promotional Purchases
Items purchased during a promotion, discount event, or sale may generally be returned under the same eligibility requirements unless specifically marked Final Sale.
Any approved refund will be based on the actual price paid after promotional discounts, coupon codes, automatic discounts, or other offers were applied.
Bundles, Sets & Multi-Buy Offers
If you purchased a bundle, skincare set, buy-one-get-one promotion, or other multi-product offer, returning only part of the qualifying purchase may affect the promotional price.
We may recalculate the refund based on the value of the products retained and the original promotional terms. In some cases, the full bundle may need to be returned to qualify for a full refund.
Free Gifts & Promotional Products
If your order included a free product, promotional gift, sample, or gift-with-purchase, we may require the promotional item to be returned when the qualifying purchase is returned.
If the promotional item is not returned, its stated or reasonable retail value may be deducted from the refund where permitted and clearly disclosed.
Return Shipping Costs
Unless otherwise stated, customers are generally responsible for return shipping costs for standard returns.
If the return is caused by a damaged item, defective product, incorrect shipment, or fulfillment error attributable to SkinCerum, we may provide a prepaid return label or another appropriate solution.
We recommend using a trackable shipping method and retaining your shipping receipt until your return has been completed.
Responsibility for Return Packages
Customers are responsible for securely packaging returned products to help prevent damage during transit.
SkinCerum cannot guarantee reimbursement for return packages that are lost, misdirected, or damaged before reaching the designated return location unless the shipment was made using a return method provided directly by SkinCerum.
Return Inspection
Once an authorized return arrives, our team may inspect the item to confirm that it meets the applicable return conditions.
We may review the product condition, quantity returned, packaging, purchase information, and any other details reasonably necessary to process the return.
Refund Approval
After inspection, we will notify you whether your refund has been approved, partially approved, or declined.
If approved, your refund will normally be issued to the original payment method used at checkout.
Refund Processing Time
After SkinCerum processes an approved refund, please allow approximately 5–10 business days for the funds to appear in your account.
Processing times depend on your bank, card issuer, PayPal, Shop Pay, or other payment provider. SkinCerum cannot control how quickly financial institutions post completed refunds.
Original Shipping Fees
Original shipping fees are generally non-refundable for standard returns.
Shipping fees may be refunded where the return resulted from a SkinCerum error, the item arrived damaged or defective, or applicable law requires reimbursement.
Additional charges paid for expedited, express, or upgraded shipping may also be non-refundable.
Exchanges
We currently do not offer direct product-for-product exchanges through our Shopify store.
If you would like a different product, return the eligible original item according to this policy and place a new order for your preferred product.
Order Changes
If you need to change a product, quantity, shipping address, or other order detail, contact Support@skincerum.com as soon as possible after placing your order.
We will attempt to accommodate your request, but modifications cannot be guaranteed once an order has entered fulfillment.
Order Cancellations
Cancellation requests should be submitted as soon as possible after checkout.
If your order has already been processed, packed, or shipped, cancellation may no longer be possible. Once shipped, the order generally must be delivered and then returned according to this policy.
Incorrect Shipping Addresses
Customers are responsible for entering a complete and accurate shipping address during Shopify checkout.
If you discover an error, contact us immediately. We cannot guarantee address changes once fulfillment has started.
If an order is returned to us due to an incorrect or incomplete customer-provided address, additional shipping charges may apply if reshipment is requested.
Undeliverable & Returned-to-Sender Packages
Packages may be returned to us because of incorrect addresses, failed delivery attempts, refusal of delivery, customs issues, or other carrier-related reasons.
Once the package is returned and reviewed, we may offer reshipment or an eligible refund. Additional shipping or carrier fees may apply where appropriate.
Lost Packages
If your tracking information does not update or your shipment appears to be lost in transit, contact our customer support team.
We may need to open an investigation with the shipping carrier before determining whether a replacement or refund is appropriate.
Packages Marked Delivered
If tracking shows your order as delivered but you cannot locate it, please first:
- Check around your property and delivery location
- Ask members of your household
- Check with neighbors
- Check with your building reception, concierge, or mailroom
- Contact the shipping carrier directly
If you are still unable to locate the shipment, contact us and we will review the available delivery information.
Shipping Delays
Delivery dates shown during checkout or in shipping confirmations are estimates unless explicitly stated otherwise.
Delays may occur because of:
- Carrier disruptions
- Severe weather
- High-volume shopping periods
- Customs clearance
- Transportation disruptions
- Incorrect or incomplete addresses
- Events outside SkinCerum's reasonable control
A shipment delay does not automatically qualify an order for a refund while the package remains actively in transit.
International Returns
International customers may request eligible returns according to this policy. Unless otherwise stated, international customers are generally responsible for return shipping expenses.
Customs duties, import taxes, VAT, brokerage charges, and similar government or carrier fees generally cannot be refunded by SkinCerum if those charges were paid directly to a third party.
Customs Refusal
If an international order is refused because of customs duties, taxes, or import requirements and is returned to SkinCerum, applicable shipping, customs, or return fees may be deducted from any eligible refund where permitted by law.
Skin Sensitivity & Product Reactions
Individual skin types and sensitivities vary. We recommend reviewing product ingredient information before use and performing a patch test when appropriate.
If you experience irritation, redness, discomfort, or another unexpected reaction, discontinue use. Seek appropriate medical advice if symptoms are severe, persistent, or concerning.
If you would like to request a return following a product reaction, contact our customer support team with your order details.
Results & Product Expectations
Skincare results can vary between individuals based on skin type, routine, frequency of use, environmental factors, and other circumstances.
Differences in individual results alone do not necessarily indicate that a product is defective. Eligible return requests will still be evaluated according to this policy.
Gift Purchases
If an eligible product was purchased as a gift, refunds are generally issued to the original payment method used by the purchaser.
We may request the original order number or other proof of purchase before processing a gift return.
Gift Cards
Gift cards are generally non-refundable and non-returnable, except where otherwise required by law.
Refunds for Gift Card Payments
If your original purchase was paid using a SkinCerum gift card or store credit, an approved refund may be returned to the original gift card or equivalent store credit.
If multiple payment methods were used, the refund may be distributed according to the original transaction structure.
Third-Party Retailer Purchases
This Return & Refund Policy applies only to products purchased directly from the official SkinCerum Shopify store.
If you purchased a SkinCerum product from another retailer, marketplace, clinic, distributor, or reseller, please contact that seller directly. Their own return and refund policy will generally apply.
Chargebacks & Payment Disputes
If you have a concern with an order, we encourage you to contact SkinCerum Customer Support before initiating a chargeback or payment dispute so that we have an opportunity to investigate and resolve the matter.
If a chargeback has already been opened with your payment provider, our ability to issue a separate refund may be limited until the payment dispute has been resolved.
Return Fraud & Abuse
SkinCerum reserves the right, where permitted by law, to refuse, restrict, or investigate returns that appear to involve:
- Fraudulent activity
- False claims of damage or non-delivery
- Repeated or excessive return activity
- Product substitution
- Altered or manipulated products
- Unauthorized resale activity
- Abuse of promotional offers or refund policies
These measures help us protect our customers, products, and ecommerce operations.
Consumer Rights
Nothing in this policy is intended to exclude or limit any rights that cannot legally be excluded under applicable federal, state, local, or international consumer-protection laws.
If applicable law gives you greater rights than those described in this policy, those legal rights will apply.
Changes to This Policy
SkinCerum may update this Return & Refund Policy periodically to reflect changes in our business, fulfillment practices, Shopify store operations, customer service procedures, or applicable legal requirements.
When changes are made, the Last Updated date at the top of this page may be revised.
Contact SkinCerum
For questions about returns, refunds, damaged products, missing orders, cancellations, or other order-related concerns, please contact:
SkinCerum Customer Support
245 West 29th Street, Suite 1200
New York, NY 10001
United States
Email: Support@skincerum.com
Phone: +1 (212) 555-0148
When contacting us regarding an existing order, please include your SkinCerum order number so our team can assist you more efficiently.