Refund Policy

Refund Policy

Your satisfaction is our priority. Here's how we handle returns and refunds.

Effective Date: April 2026

1. Overview

At Skintoria, we are committed to your satisfaction with every clean beauty purchase. Because beauty and personal care products are applied directly to the skin and body, hygiene and safety are paramount considerations in how we handle returns, refunds, and exchanges. This policy applies to all purchases made on www.skintoria.com.

2. Eligibility for Returns

You may be eligible for a return or refund if:

1. The product received is damaged, defective, or expired upon arrival.
2. You received the wrong item or an incomplete order.
3. The product does not match its listed description or ingredient information on our Platform.
4. A return request is submitted within 7 days of confirmed delivery.
5. The following are NOT eligible for return or refund:
6. Opened, unsealed, or partially used skincare, body care, haircare, or fragrance products — for hygiene and safety reasons inherent to beauty products.
7. Products where the original packaging seal has been broken, tampered with, or removed.
8. Products damaged through misuse, incorrect application, adverse skin reactions not caused by a product defect, or improper storage after delivery.
9. Items purchased during final sale, flash sales, or clearly marked promotional clearance events.
10. Requests submitted beyond the 7-day return window from confirmed delivery.
11. Gift sets or bundles where any component has been opened or used.

3. How to Request a Refund

To initiate a return or refund, please follow these steps:

• Step 1: Contact us within 7 days of delivery via our Contact page at www.skintoria.com/contacts or via WhatsApp at +234 903 000 2516.

1. Step 2: Provide your order number, a clear description of the issue, and photographic or video evidence of the damaged, defective, or incorrect item — including the sealed packaging where relevant.
2. Step 3: Our team will review your request within 2 to 3 business days and communicate a resolution.
3. Step 4: If approved, you will receive return instructions where applicable. Do not discard any product or packaging until your case is resolved.

4. Refund Processing

1. Once a return is approved and the item is inspected where required:
2. Refunds will be processed within 5 to 10 business days of approval.
3. Funds will be returned to the original payment method used at checkout.
4. You will be notified by email once the refund has been issued.
5. Processing times may vary depending on your bank or payment provider and are outside
6. Skintoria's control once issued.

5. Exchanges

5.1 When Exchanges Are Available

1. Due to the personal care nature of beauty products and the hygiene standards essential to our Clean Beauty marketplace, exchanges are only available in the following strictly limited circumstances:
2. The product arrived sealed but was visibly damaged in transit (e.g. cracked container, crushed packaging) and the seal remains intact — the same product in undamaged condition may be exchanged.
3. The wrong product, shade, size, or variant was dispatched compared to what was ordered — the correct item will be sent as a direct exchange.
4. A product is confirmed defective or faulty upon first opening (e.g. pump mechanism failure, broken applicator, separated formulation) — reported within 48 hours of opening with clear evidence.

5.2 Exchange Limitations

1. Because Skintoria is a curated beauty marketplace, the following exchange limitations apply across all product categories:
2. Fragrance products cannot be exchanged under any circumstance once the box seal or bottle cap has been broken, as scent perception is subjective and cannot be verified for resale.
3. Skincare and face care products (serums, moisturisers, masks, treatments) cannot be exchanged due to a change of mind, skin incompatibility, or personal preference after opening — always use our Ingredient Checker before purchasing.
4. Hair care products (shampoos, conditioners, treatments) cannot be exchanged once opened, regardless of whether results met expectations.
5. Body care items (body butters, lotions, scrubs, soaps) cannot be exchanged once the seal is broken.
6. Exchanges are not available to correct a customer's own ordering error (wrong product chosen at checkout) after the product has been opened or used.

• No exchange will be processed for a product of higher value — if a like-for-like replacement is unavailable, a refund will be issued instead.

5.3 Exchange Process

Approved exchanges follow the same evidence and contact process as refunds (see Section 3). Exchanges are fulfilled subject to stock availability. Where the exact product is out of stock, a full refund will be issued. Skintoria reserves the right to decline an exchange request that does not meet the criteria in Section 5.1.

6. Shipping Costs for Returns

Where a return is due to a verified defect, wrong item dispatched, or a Platform error, Skintoria will cover return shipping costs. Where a return is declined or does not meet eligibility criteria, no return shipping cost will be reimbursed. Customers must not return items without prior written approval from our team.

7. Contact & Escalations

If you are not satisfied with the resolution provided, you may escalate your concern to our support team:

1. Website: www.skintoria.com/contacts
2. WhatsApp: +234 903 000 2516
3. Order Tracking: www.skintoria.com/track-order
4. FAQs: www.skintoria.com/helpTopic