Refund policy

We have a 90-day return policy, which means you have 90 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@skinlovecream.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

The return item must be received by Skin Love Cream office within 90 days from the date your order was received by customer.

Non-Returnable:

  • Personal usage items such as hair brushes, toothbrushes, and cotton pads are non-returnable due to the consumable nature of the product.
  • Orders with five same items or more considered as a large purchases and non refundable.
  • All products from such brands as: Face Reality, PSA Skin, Le Mieux (tools and skincare), AnteAGE, LightStim are non-refundable.
  • Large items (from 8 oz.)
  • All supplements and vitamins are non-returnable due to potential safety risks as ingestible products.
  • All perfumes are non-refundable.


Final Sale Policy

Please note that items purchased during promotions, sales, or with large discounts are considered Final Sale and cannot be returned or exchanged. This includes any products marked as part of a clearance, flash sale, or promotional event offering significant discounts.

Return Condition Requirements

To be eligible for a return and refund, all items must be:

  • Returned in their original, unused, and unopened condition, with all original packaging intact (including product boxes, seals, and labels).

  • Shipped in secure, protective packaging (not paper envelopes or unpadded mailers) to avoid damage in transit.

  • Received in a resalable condition, free from signs of wear, tampering, or exposure to heat or contamination.

We strongly recommend using a box with proper padding to protect skincare items, as product packaging is part of the resale value and presentation.

Returns that arrive damaged due to improper packaging may not be eligible for a full refund. In such cases, we reserve the right to issue a partial refund or decline the return altogether.

Subscription Orders – Final Sale

All subscription orders are considered final sale and are not eligible for return or refund, unless the product arrives damaged or defective.

By subscribing, customers agree to receive recurring shipments in exchange for exclusive benefits such as discounted pricing, and priority access. These benefits are offered under the condition of commitment and cannot be reversed once the first order is processed.

If you received a damaged or incorrect item, please contact our support team within 7 days of delivery with a photo for review.

Items marked for free returns must use our authorized return process. Please note: any refused packages are subject to a $7.95 shipping deduction from the refund to cover outbound transit costs, as this bypasses our standard return procedure.

 

Returned items inspection 

To ensure efficient processing of returns, all items must be returned in their original shipping box or a box of similar size. Returns sent in significantly larger boxes may incur an additional charge of $5.00 due to shipping carrier adjustment fees.

Returned items must be unused and in their original condition. Signs of use include, but are not limited to:

  • Damaged or broken seals

  • Missing components (e.g., pumps, lids, applicators)

  • Visible wear or residue

  • Altered or tampered packaging

All returned items are subject to inspection upon receipt. If an item fails to meet our return criteria, it will either be returned to the customer with a $7.95 shipping fee or, if the customer declines the return, no refund will be issued.

We appreciate your understanding and adherence to our return policy, which helps us maintain quality and service standards for all our customers.

Damaged, incorrect order 

Nevertheless, in the rare event of receiving a damaged, defective, or incorrect item or quantity, we are committed to ensuring your satisfaction. We will promptly issue a full refund or provide a free replacement, as applicable, to address any concerns related to the quality or accuracy of the delivered product.

Any claims regarding order discrepancies, incorrect items, or missing products must be reported within 7 days of delivery.

To request a refund or replacement, please email us at hello@skinlovecream.com with an image of the item and its defects, and we will assist you promptly.

Please note that refunds or replacements cannot be issued without photographic evidence clearly showing the damage or defect. 

Lost or Delayed Packages & Investigations

  • If a package shows delays, missing scans, or is suspected lost, Skin Love Cream will immediately open an official investigation with the carrier.

  • Refunds or replacements can only be issued once the carrier completes the investigation and provides a final resolution (confirmed lost or undeliverable).

  • If the carrier confirms the package is in transit or out for delivery, the order remains active and is not eligible for refund.

  • Filing a chargeback before the carrier investigation is complete or while tracking shows “Out for Delivery” or “Delivered” will delay resolution, as the bank then controls the case.

Chargeback Notice

  • Once a chargeback is filed, Skin Love Cream cannot issue refunds or modify the order. All decisions must be made by the customer’s bank.

  • If the order is delivered while a chargeback is active, the customer is responsible for notifying Skin Love Cream and the bank.

Fraudulent Chargebacks

  • Filing a chargeback after receiving the item may be considered “merchandise received but disputed,” and documentation will be submitted to the bank to resolve the case.

 

Orders can be canceled or modified within 45 minutes of placement during our working hours, Monday to Friday, 9 AM to 6 PM EST. by sending request at hello@skinlovecream.com

All eligible returns will be refunded in the form of store credit. Please note the following details:

Store Credit Only:

  • Refunds will be issued exclusively in the form of store credit.
  • Store credit can be used for future purchases on our platform

Validity Period:

  • Store credit does not expire and remains valid indefinitely. Gift cards are valid for a minimum of five (5) years from the date of issue.
  • The activation occurs at the time the store credit is issued.

How to Use Store Credit:

  • To use your store credit, simply apply the credit during the checkout process on our website.

Non-Transferable:

  • Store credit is non-transferable and can only be used by the individual to whom it was issued.

Eligibility Criteria:

  • Eligibility for store credit is subject to compliance with our return policy.


You can always contact us for any return question at hello@skinlovecream.com

Policy on Large Orders

At Skin Love Cream, we value our customers and strive to provide exceptional service. To maintain fairness, the following policy applies to large orders for the same or similar items:

  1. Prohibition of Illegal Activities
    Large orders for identical or similar items must not be placed with the intent of engaging in illegal activities, including but not limited to reselling, fraudulent use of rewards programs, or other activities that violate local, state, or federal laws.
  2. Fair Use of Rewards Program
    Our rewards program is designed to benefit individual customers for personal use. Bulk purchases intended solely to maximize rewards or exploit promotions may be flagged for review and cancelation.
  3. Order Review and Verification
    Skin Love Cream reserves the right to review and verify large orders. Customers may be required to provide additional information, including proof of intent, to ensure compliance with this policy.
  4. Order Cancellation
    Any order suspected of violating this policy may be subject to cancellation. Customers will be notified promptly if such action is necessary.

Subscription Order Policy

All subscription orders are non-returnable and non-refundable. Due to the recurring nature of subscription services and the advance allocation of inventory, we are unable to accept returns or issue refunds for these orders.

To ensure transparency and provide flexibility, customers receive a notification prior to each upcoming subscription order.This allows ample time to review, modify, or cancel the subscription as needed.

Customers can manage their subscriptions by:

  • Accessing their account on our website to make changes or cancel the subscription.

  • Contacting our customer support team for assistance with any subscription modifications or cancellations.

We encourage customers to review their subscription details carefully before confirming their purchase. If you have any questions or require assistance with your subscription, please contact our customer service team prior to placing your order.

This policy ensures the efficient processing and fulfillment of subscription orders, allowing us to maintain consistent service for all our subscribers.

International shipping 
Please note that international shipping may be subject to additional fees, which are the responsibility of the recipient. Be aware that these extra charges are determined by the destination country and are beyond our control.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
We do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale, special promotion’s items or gift cards.

Returned packages 
Should a package be returned to us due to an incorrect shipping address provided by the customer, a $10 fee will be charged for US shipments and $20 for Canada.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically send the store credit code.

 

By placing an order, customers agree to adhere to these terms. Skin Love Cream reserves the right to amend this policy as needed to ensure a secure and equitable shopping experience for all customers.