Return & Exchange Policy
Your satisfaction is always our top priority at SkinGeer.
At SkinGeer, we’re committed to providing you with the best shopping experience possible. We understand that occasionally a product may need to be returned or exchanged, which is why we’ve created a clear and fair return policy. Please read this policy carefully to understand your rights and responsibilities.
Basic Return Conditions
Return Period
You can return unused products within 7 days of receiving your order.
Product Condition
The product must be unused and in its original condition with all accessories included.
Original Packaging
The product must be returned in its original, undamaged packaging without any alterations.
Important Notice: Our products are designed for personal care and cannot be resold once opened or used. Therefore, used items cannot be accepted for return due to hygiene and safety reasons.
Refusing Delivery
You may refuse to accept the order upon delivery without opening the package. In this case:
- You can refuse to receive the parcel at the time of delivery.
- Shipping fees (both ways) will be deducted.
- The parcel will be returned to our warehouse.
- We’ll contact you to process the refund (excluding shipping costs).
Tip: If you’re uncertain about your order, it’s best to refuse it from the delivery agent to save time and simplify the return process.
How to Return a Product
If you’ve already received your order but wish to return an unused product, please follow these steps:
Submit a Return Request
Contact our customer support team within 7 days of delivery to request a return. Please include your order number and the reason for the return.
Courier Contact
Our courier partner will contact you within 2 business days to arrange a pickup from your address.
Pickup Process
The product will be collected from your address and returned to our warehouse. This process usually takes up to 4 business days.
Product Inspection
Once received, the product will be carefully inspected to ensure it hasn’t been used and is still in its original packaging with all accessories included.
Refund Issuance
After confirming the condition of the product, we will contact you to process your refund via your chosen method (bank account, e-wallet, or original payment method).
Refund Timeframe: Refunds are issued within 5–7 business days after the return approval, depending on the payment method.
If a Product Has Been Used or Altered
We respect your right to return, but returns are only accepted for items in their original state. If the product shows signs of use or tampering:
- The product will be returned to you, and the request will be declined.
- You will be responsible for all courier costs (both ways).
- If you refuse to receive the return shipment, it will be safely disposed of as per regulations.
- No refunds will be issued in this case.
Reminder: We reserve the right to thoroughly inspect returned items. Any attempt to use a product and then return it will lead to rejection of the return request.
Return Shipping Fees
Standard Returns
The customer covers the return shipping fees (equal to the original delivery cost).
Refused Delivery
The customer covers both delivery and return shipping costs.
Defective or Incorrect Product
We cover all costs in full plus a special courtesy reward for the inconvenience.
Received a Wrong or Defective Product?
If you receive a defective or incorrect item, we’ll handle all costs for you with no exceptions. As a token of appreciation for your patience, we’ll also include a special gift with your next order as our sincere apology for the inconvenience.
When Returns Cannot Be Accepted
We cannot accept returns in the following situations:
- Products that have been used or opened
- Products returned more than 7 days after delivery
- Customized or made-to-order products
- Products purchased during sales or special promotions (unless stated otherwise)
- Items damaged due to misuse or neglect
- Items missing original packaging or accessories
Exchanges
If you wish to exchange an item for a different one, please follow the return process first, then place a new order for the desired product. We’re currently working on introducing a direct exchange option to make this process even easier.
Tip: For faster exchanges, place your new order right after submitting your return request to minimize waiting time.
Tips for a Smooth Return Experience
- Keep the original packaging and all accessories until you’re sure you want to keep the product.
- Do not open or use the product if you think you might want to return it.
- Submit your return request within the 7-day window after receipt.
- Contact us immediately if the item appears damaged or incorrect upon delivery.
- Keep your receipt and order number for faster processing.
- Cooperate with the courier during the pickup of your return.
Contact Us
If you have any questions about our return and exchange policy or need assistance submitting a return request, our customer support team is always ready to help:
Email: returns@skingeer.com
Customer Support Hours: Saturday to Thursday, 9 AM – 6 PM
Response Time: We aim to respond to all inquiries within 24 hours.