Refund and Return Policy

Thank you for shopping with skin horizons. We want you to be satisfied with your purchase. Please read this Refund and Return Policy carefully before placing an order.

1. Return Period

You may request a return within 14 days from the date you receive your order.

To qualify for a return, the product must:

• Be unused, unopened, and in its original condition.
• Have all seals, labels, packaging, accessories, and promotional items intact.
• Be accompanied by the order number, receipt, or other proof of purchase.
• Not be included in the non-returnable items listed below.

Returns requested after the 14-day period may not be accepted unless the product is defective, damaged, expired, or incorrectly supplied.

2. Skincare, Cosmetics, and Hygiene Products

For health, hygiene, and safety reasons, skincare, cosmetic, personal-care, and beauty products cannot be returned or exchanged once they have been opened, used, tested, or had their protective seal removed.

Unopened and unused products may be returned within the applicable return period, subject to inspection and approval.

This restriction does not apply when a product is defective, damaged, expired, contaminated, incorrectly supplied, or materially different from its description.

3. Non-Returnable Items

The following items are generally non-returnable:

• Opened, used, tested, or unsealed skincare and cosmetic products.
• Products damaged through misuse, improper storage, negligence, or failure to follow the usage instructions.
• Products purchased as part of a clearance, final-sale, or non-returnable promotion where this was clearly stated before purchase.
• Gift cards, vouchers, or promotional credits.
• Free samples, complimentary gifts, and promotional items.
• Personalized, customized, or specially ordered products.
• Products returned without proof of purchase.
• Products purchased from another retailer or seller.

4. Damaged, Defective, Expired, or Incorrect Products

Please inspect your order immediately after delivery.

Contact us within 48 hours of delivery when:

• The product arrived damaged or leaking.
• The product is defective or expired.
• You received the wrong product, shade, size, or quantity.
• An item is missing from your order.
• The delivered product is materially different from the product ordered.

Please provide:

• Your order number.
• A clear description of the issue.
• Clear photographs or videos showing the product, packaging, shipping label, batch number, and damage or defect.

After reviewing the request, we may offer a replacement, exchange, store credit, partial refund, or full refund, as appropriate.

Do not dispose of the product or its packaging until we complete our review.

5. Allergic Reactions and Product Suitability

Skincare and cosmetic products may affect individuals differently. Customers are responsible for reviewing product ingredients, warnings, and usage instructions before use.

We recommend performing a patch test before using a new product.

A product cannot normally be returned solely because it did not suit the customer’s skin type, scent preference, personal preference, or expected results.

However, serious adverse reactions may be reviewed individually. We may request photographs, product details, the batch number, and relevant medical information where reasonably necessary.

Stop using the product immediately and seek professional medical advice if you experience a serious reaction.

6. How to Request a Return

To request a return, contact us through:

WhatsApp/Phone: 0775249231

Include your order number, the product you wish to return, the reason for the return, and supporting photographs where applicable.

Products sent back without prior authorization may not be accepted.

Approved returns must be sent to the return address provided by our customer-support team.

7. Return Shipping Costs

When the return is due to a defective, damaged, expired, incorrect, or incorrectly described product, skin Hirizons will cover the reasonable return or replacement delivery costs.

When the return is due to a change of mind, duplicate purchase, incorrect customer selection, or another reason not caused by us, the customer is responsible for the return shipping costs.

Original delivery fees are generally non-refundable unless:

• The complete order is returned because of an error by us.
• The order was damaged or defective.
• Applicable law requires the delivery fee to be refunded.

Cash-on-delivery, payment-processing, customs, or handling charges may be non-refundable where they have already been incurred and are not recoverable by us, except where otherwise required by law.

8. Inspection and Approval

Returned products will be inspected after they are received.

A return may be rejected when the product:

• Has been opened, used, tested, altered, or damaged after delivery.
• Is missing its original packaging, seals, labels, or accessories.
• Does not match the product originally supplied.
• Was returned outside the permitted period without a valid defect claim.
• Was damaged because it was improperly packaged for return shipping.

We will notify you whether the return has been approved or rejected.

9. Refund Processing

Approved refunds will normally be processed within 7–14 business days after the returned product has been received and inspected.

Refunds will be issued using the original payment method whenever possible.

The time required for the refunded amount to appear may vary depending on the bank, card issuer, payment gateway, or payment provider.

For cash-on-delivery orders, approved refunds may be issued through bank transfer, digital wallet, store credit, or another available method agreed with the customer.

Any promotional discount, coupon, reward, or free gift associated with a returned order may be deducted, cancelled, or required to be returned.

10. Exchanges

Exchanges are subject to product availability.

When the requested replacement is unavailable, we may offer:

• A refund.
• Store credit.
• An alternative product of equal value.
• An alternative product with payment or refund of the price difference.

Replacement products are subject to the same return conditions stated in this policy.

11. Canceling an Order

An order may be canceled before it has been processed or dispatched.

Once an order has been dispatched, it cannot normally be canceled and must be handled through the return process.

We reserve the right to cancel an order due to:

• Product unavailability.
• Incorrect pricing or product information.
• Payment failure.
• Suspected fraud or unauthorized activity.
• Delivery restrictions.
• Technical or inventory errors.

When we cancel a paid order, the amount paid will be refunded using the original payment method whenever possible.

12. Refused and Undeliverable Orders

Customers are responsible for providing accurate contact and delivery information and for being available to receive their orders.

When an order is refused without a valid reason or cannot be delivered because of incorrect information or repeated unsuccessful delivery attempts, delivery and return costs may be deducted from any refund, where legally permitted.

Repeated refusal of confirmed cash-on-delivery orders may result in restrictions on future orders.

13. Promotions, Bundles, and Gifts

When returning a product purchased as part of a bundle, set, promotion, or “buy one, get one” offer, all related products and free gifts may need to be returned.

When only part of a promotional order is returned, the refund may be recalculated based on the normal price of the products kept by the customer.

Promotional codes, loyalty points, and vouchers are generally not refundable in cash.

14. Legal Rights

This policy does not exclude, restrict, or reduce any mandatory consumer rights available under applicable law.

Where any part of this policy conflicts with applicable consumer-protection legislation, the applicable legislation will prevail.

15. Contact Us

For questions about returns, exchanges, or refunds, contact: