Your complete guide to our hassle-free returns, refunds, and exchanges. We stand behind our products with a comprehensive satisfaction guarantee designed to give you complete peace of mind when shopping with SkinCeuticels Skincare.
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At SkinCeuticels Skincare, we are committed to your complete satisfaction with every purchase. We understand that choosing the right skincare products for your unique skin type and concerns requires trust, and we want you to feel confident in your investment. Our return policy is designed to be fair, transparent, and customer-friendly, ensuring that you have adequate time to evaluate your products and determine if they're the right fit for your skincare routine.
We offer a comprehensive 30-day return window from the date of delivery for most products purchased directly from our website or authorized retailers. This generous timeframe allows you to properly test the products, evaluate their effectiveness, and make an informed decision about whether they meet your expectations and skincare goals.
Return shipping costs are the responsibility of the customer unless the return is due to our error (wrong product shipped, damaged item, or defective product). We recommend using a trackable shipping service and purchasing shipping insurance for returns, as we cannot be responsible for items lost or damaged during return transit. If you received a damaged or incorrect item, we will provide a prepaid return shipping label at no cost to you.
We believe in the transformative power of our scientifically-formulated skincare products, and we want you to experience their benefits firsthand. Our 30-Day Satisfaction Guarantee is our promise to you: if you're not completely satisfied with your purchase for any reason, we'll make it right.
Our satisfaction guarantee covers a wide range of scenarios to ensure you're protected and confident in your purchase:
If you've used the product as directed for at least 14 consecutive days and haven't seen any improvement in your skin concern, or if the product didn't perform as described on our website or product packaging, you're eligible for a full refund or exchange. We recommend consulting with our skincare specialists during this trial period to optimize your routine and ensure you're using the products correctly for maximum effectiveness.
While our products undergo rigorous dermatological testing and are formulated with high-quality, clinically-tested ingredients, we understand that every person's skin is unique. If you experience an adverse reaction, irritation, or sensitivity that prevents you from continuing use of the product, we will accept a return and provide a full refund. We take skin health seriously and encourage you to discontinue use immediately if you experience any discomfort, redness, burning, itching, or other adverse reactions.
If you ordered the wrong product for your skin type, selected an incorrect shade, or received a product recommendation that didn't meet your expectations, we'll work with you to find the right solution. This may include an exchange for a more suitable product or a full refund if you prefer. Our skincare specialists are available for complimentary consultations to help you choose the most appropriate products for your specific skin concerns and goals.
When you invoke our satisfaction guarantee, you'll receive: (1) A full refund of the product purchase price, (2) Refund of original shipping costs if the issue was our error, (3) Free return shipping label for defective or incorrect items, (4) Priority processing of your refund within 3-5 business days of receiving your return, (5) Personalized product recommendations from our skincare specialists to help you find the perfect alternative.
Returning your products is easy and straightforward. We've designed our return process to be as hassle-free as possible, with multiple convenient options for contacting us and clear step-by-step instructions to guide you through the process.
Reach out to our customer service team via phone at 1-800-771-9499 (Monday-Friday, 9 AM - 8 PM EST, Saturday 10 AM - 6 PM EST), email at returns@skinceuticels.com, or through our live chat feature available on our website. Provide your order number and the reason for your return.
Our team will verify your order details and provide you with a Return Merchandise Authorization (RMA) number within 24 hours. This unique number is essential for processing your return and must be clearly written on the outside of your return package. You'll also receive detailed return instructions via email.
Securely package your items in their original packaging with all included accessories, samples, and documentation. Write your RMA number clearly on the outside of the package. Include a copy of your packing slip or receipt inside the package. For opened products, ensure caps are tightly sealed and pack carefully to prevent leakage.
Ship your package to the return address provided in your RMA email using a trackable shipping method. Keep your tracking number for your records. If you're eligible for a prepaid return label (damaged, defective, or incorrect items), it will be emailed to you with your RMA number. Returns typically take 5-10 business days to reach our facility depending on your location.
Once we receive and inspect your return (usually within 2 business days of arrival), we'll process your refund. Refunds are issued to your original payment method within 3-5 business days. You'll receive an email confirmation once your refund has been processed. Depending on your financial institution, it may take an additional 5-10 business days for the funds to appear in your account.
Packages returned without a valid RMA number may experience significant delays in processing or may be refused and returned to sender. Always contact us first to obtain your RMA number before shipping any returns. This helps us track your return efficiently and ensures prompt processing of your refund. If you ship a return without an RMA number, please contact our customer service team immediately with your tracking number so we can attempt to locate your package in our system.
We strive to process all refunds as quickly as possible while maintaining accuracy and attention to detail. Understanding the refund process and timeline will help you know what to expect after returning your products.
Our standard refund processing timeline is designed to be efficient while allowing adequate time for package transit, inspection, and financial processing:
| Stage | Timeline | Description |
|---|---|---|
| Return Transit | 5-10 Business Days | Time for your package to reach our returns facility (varies by carrier and location) |
| Package Receipt & Inspection | 1-2 Business Days | Our team receives and inspects your return to verify condition and contents |
| Refund Processing | 3-5 Business Days | Refund is approved and initiated to your original payment method |
| Bank Processing | 5-10 Business Days | Your financial institution processes the credit to your account |
| Total Time | 14-27 Business Days | Complete timeline from shipment to funds in your account |
Your refund will include the following components, depending on your specific return situation:
The following costs are non-refundable and will be deducted from your refund total:
Credit Card: Refunded to the original card used for purchase. PayPal: Credited to your PayPal account. Store Credit: Applied to your account for future purchases. Gift Card: Balance restored to the original gift card. Afterpay/Klarna: Refunded according to the payment plan provider's policies; installment obligations will be adjusted accordingly.
We understand that sometimes you need a different size, shade, or formulation to achieve your desired results. Our exchange policy is designed to make swapping products quick and convenient, ensuring you end up with the perfect products for your skincare needs.
You can request an exchange within 30 days of delivery for the following reasons:
Exchanges follow a similar process to returns but with some key differences to expedite delivery of your replacement product:
If you'd like to receive your replacement product immediately without waiting for your return to arrive at our facility, we offer an advance exchange option. We'll ship your replacement product as soon as you initiate the exchange, and you'll have 14 days to return the original item. If we don't receive the original item within 14 days, you'll be charged for the replacement product at the full retail price.
With a standard exchange, you'll ship your original product back to us using the provided RMA number and return instructions. Once we receive and inspect the returned item, we'll immediately ship your replacement product at no additional cost. This option typically takes 2-3 weeks from start to finish but ensures you're not charged for both products.
While we strive to accommodate all reasonable return requests, certain product categories and conditions are not eligible for return due to health, safety, hygiene, and regulatory reasons. Please review this list carefully before making your purchase to ensure you're aware of these important restrictions.
Even for generally non-returnable items, we will make exceptions in the following circumstances:
For your safety and the safety of others, we cannot resell returned products that have been opened, used, or otherwise tampered with. All opened product returns are properly disposed of in accordance with environmental regulations and health safety standards. This policy protects you from receiving previously used or contaminated products and helps us maintain the highest quality standards for all our customers.
Your satisfaction and safety are our top priorities. If you receive a product that is damaged, defective, or not functioning as described, we will make it right immediately with no questions asked and no cost to you.
A product is considered damaged or defective if it exhibits any of the following issues:
If you receive a damaged or defective product, please take the following steps to expedite resolution:
Take clear photos of the damaged or defective product, including: (a) The product itself showing the defect, (b) The product packaging and label, (c) The outer shipping box if damaged, (d) Close-up images of any specific damage or quality issues. These photos help our team assess the situation quickly and accurately.
Reach out to our customer service team within 7 days of delivery. The sooner you report the issue, the faster we can resolve it. Provide your order number, detailed description of the problem, and attach the photos you took. You can contact us via phone at 1-800-771-9499, email at quality@skinceuticels.com, or through our live chat support.
Once we verify the damage or defect (usually within 24 hours), we'll offer you these options: (a) Immediate Replacement: We'll ship a replacement product via expedited 2-day shipping at no cost to you, (b) Full Refund: If you prefer not to receive a replacement, we'll issue a full refund including original shipping costs, (c) Store Credit with Bonus: Receive store credit for 110% of the product value as our apology for the inconvenience.
In most cases of damaged or defective products, we don't require you to return the item. We'll ask you to safely dispose of the product according to local regulations. For high-value items (over $100), we may provide a prepaid return label for our quality control team to analyze the defect and improve our processes.
Every product undergoes rigorous quality control testing before leaving our facility. However, if a product slips through our quality checks or is damaged during transit, we take full responsibility. We'll not only replace the product but also investigate the root cause to prevent similar issues in the future. Your feedback helps us maintain the highest standards of quality and customer service.
We ship to select international destinations and want our global customers to have the same excellent return experience as our domestic customers. However, international returns involve additional considerations regarding shipping costs, customs duties, and processing times.
Our 30-day return policy applies to international orders with the following modifications:
Under EU consumer protection laws, you have the right to cancel your order within 14 days of receipt without giving any reason. This right applies in addition to our 30-day satisfaction guarantee, giving you maximum flexibility. However, you're responsible for return shipping costs unless the return is due to our error. VAT charges cannot be refunded but should be automatically adjusted by customs when you return the product.
UK customers have similar consumer rights as EU customers. Post-Brexit regulations still protect your right to return items within 14 days of receipt. Import duties and VAT paid on entry to the UK cannot be refunded by us but may be reclaimed through HMRC. We recommend using a tracked shipping method with customs documentation clearly stating "Returned Goods" to avoid additional charges.
Canadian customers can return products within 30 days. Use Canada Post or a courier service that provides customs clearance assistance. Clearly mark your return package as "Returned Goods - No Commercial Value" to minimize the risk of import charges when crossing back into the United States. NAFTA/USMCA provisions may allow duty-free return of goods, but this varies by product type and value.
Returns from Australia and New Zealand have longer transit times (typically 2-3 weeks). We recommend using Australia Post Express Post International or a courier service with tracking. Declare the goods as returns with zero commercial value to avoid customs delays. Note that some skincare products may require special export permits from Australia due to their regulations on personal care products.
All international returns should be shipped to our designated returns facility:
SkinCeuticels Skincare - International Returns
Attn: Returns Department (RMA# XXXXX)
1234 Skincare Boulevard, Suite 500
Los Angeles, CA 90001
United States of America
Phone: +1-800-771-9499
We strongly recommend purchasing shipping insurance for international returns, as we cannot be held responsible for packages lost or damaged during return transit. Keep all tracking numbers, customs forms, and shipping receipts until your refund is processed. Insurance typically costs 2-5% of the product value but provides complete protection during transit.
Our Auto-Replenishment Subscription Program offers convenience and savings on your favorite SkinCeuticels products with automatic deliveries at your chosen frequency. If you need to return a subscription shipment or cancel your subscription, we've made the process straightforward and flexible.
Products purchased through our subscription program can be returned within 30 days of delivery, following the same return policy as regular purchases. However, please note these subscription-specific details:
Before processing a return, consider these subscription management options that might better suit your needs:
If you decide to cancel your subscription, your cancellation will be effective immediately, and you will not be charged for future shipments. However, if a shipment has already been processed and shipped before your cancellation request, you will receive that final order and be charged for it. You can return this final shipment following our standard return policy if desired. To avoid charges for unwanted shipments, we recommend canceling or pausing your subscription at least 5 business days before your next scheduled delivery date.
Our dedicated customer service team is here to assist you with all return, refund, and exchange inquiries. We pride ourselves on responsive, knowledgeable, and friendly service that prioritizes your satisfaction and makes every interaction with our brand a positive experience.
Phone: 1-800-771-9499
Hours: Monday-Friday: 9:00 AM - 8:00 PM EST | Saturday: 10:00 AM - 6:00 PM EST | Sunday: Closed
Average Wait Time: Under 2 minutes
Best For: Urgent issues, complex returns, or when you prefer speaking directly with a representative
General Returns: returns@skinceuticels.com
Damaged/Defective Products: quality@skinceuticels.com
International Returns: international@skinceuticels.com
Subscription Issues: subscriptions@skinceuticels.com
Response Time: Within 24 hours (usually within 4-6 hours during business hours)
Best For: Non-urgent inquiries, detailed questions, or when you want a written record of communication
Access: Available on our website via the chat icon in the bottom right corner
Hours: Monday-Saturday: 9:00 AM - 9:00 PM EST | Sunday: 10:00 AM - 6:00 PM EST
Response Time: Instant connection with a representative
Best For: Quick questions, RMA number requests, or real-time guidance through the return process
Address:
SkinCeuticels Skincare Customer Service
Attn: Returns Department
1234 Skincare Boulevard, Suite 500
Los Angeles, CA 90001
United States
Best For: Formal complaints, legal inquiries, or situations requiring written documentation
To help us assist you more efficiently, please have the following information ready when you contact our team:
Please review these additional terms that apply to all returns, refunds, and exchanges at SkinCeuticels Skincare. These terms are designed to protect both you and our business while ensuring fair and consistent treatment of all customers.
While we accept most legitimate returns, we reserve the right to refuse returns in the following circumstances:
We trust our customers and want to maintain a fair and sustainable return policy for everyone. However, we monitor return patterns and reserve the right to limit or deny returns to customers who exhibit signs of return abuse, including: excessive return rates (returning more than 50% of purchases), keeping products for extended periods before returning, or showing patterns consistent with wearing/using products with intent to return. If we identify concerning patterns, we'll reach out to discuss the situation and work toward a resolution before taking any action.
Free gifts, samples, or promotional items included with your order are not eligible for return or refund as they have no purchase value. If you return the product that qualified you for a free gift, you must also return the free gift (unopened) or the retail value of that gift will be deducted from your refund. Promotional codes and discounts applied to your original purchase will be proportionally applied to any refund calculations.
We may update this return and refund policy periodically to reflect changes in our practices, legal requirements, or business operations. Any changes will be posted on this page with an updated "Last Modified" date. Material changes that negatively affect customer rights will only apply to purchases made after the change date. We encourage you to review this policy before making a purchase to ensure you understand the current terms.
If you're not satisfied with our handling of your return or refund, please contact our Customer Care Manager at customercare@skinceuticels.com. We're committed to finding a fair resolution to any dispute. If we cannot reach a mutually agreeable solution, disputes will be resolved through binding arbitration in accordance with the American Arbitration Association rules, rather than through litigation.
Our friendly customer service team is ready to assist you with any questions about returns, refunds, or exchanges. We're here to ensure you have a smooth, hassle-free experience.
Delivery Time: 3 business days | Return Window: 30 days from delivery | RMA Required: Yes, contact us first | Opened Products: Accepted with 50%+ remaining | Return Shipping: Customer pays (unless our error) | Refund Timeline: 3-5 business days after inspection | International Returns: Accepted with customer paying shipping | Exchanges: Available for same or different products | Customer Service: 1-800-771-9499
