Refund policy

Last Updated: June 2026

At SkinSapiens, customer satisfaction is important to us. Due to the nature of skincare and personal care products, refunds are only provided under specific circumstances outlined below.

Eligibility for Refunds
A refund request may be considered only if:

  • The request is submitted within 3 days of receiving the product; and
  • The request is submitted within 13 days from the original order date; and
  • The product is unused, unopened, and in its original packaging; or
  • The product received is damaged, defective, leaked, missing, or incorrect.

Both conditions regarding the return period must be met for a refund request to be eligible.

Mandatory Unboxing Video Requirement
To ensure fair resolution of claims and prevent fraudulent requests:

  • A clear and uninterrupted unboxing video is mandatory for all claims related to damaged, defective, leaked, missing, incorrect, or tampered products.
  • The video must start before opening the package and clearly show the sealed parcel, shipping label, and complete unboxing process.
  • Refund requests submitted without a valid unboxing video may be rejected.

Non-Refundable Items
Refunds will not be issued for:

  • Opened or used skincare and personal care products.
  • Products damaged due to misuse, improper handling, or improper storage.
  • Products purchased during clearance, promotional, or final sale events.
  • Gift cards and complimentary promotional products.
  • Refund requests submitted after the applicable return period.

Refund Approval Process
Once a refund request is received:

  • Our team will review the request and supporting evidence.
  • Additional information, photos, or videos may be requested.
  • If approved, the product may need to be returned before the refund is processed.
  • Refund approval is at the sole discretion of SkinSapiens.

Refund Processing Time
After approval and verification:

  • Refunds are generally processed within 7–10 business days.
  • Processing times may vary depending on banks, payment gateways, and financial institutions.

Refund Method

Prepaid Orders
Refunds will be credited to the original payment method used during purchase.

Cash on Delivery (COD) Orders
Refunds may be processed through:

  • UPI
  • Bank Transfer
  • Any other approved payment method

Customers may be required to provide accurate bank account or UPI details for processing.

Shipping Charges
Shipping charges, handling charges, and other service fees (if any) are generally non-refundable unless the refund is due to an error on our part, such as an incorrect or damaged product.

Order Cancellation Refunds
Orders cancelled before dispatch are eligible for a full refund. Once an order has been shipped, cancellation requests cannot be accepted. Refused deliveries may be subject to shipping and handling deductions.

Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, leaked, missing, or incorrect product, please contact us within 3 days of delivery with your:

  • Order Number
  • Registered Mobile Number
  • Product Photos
  • Mandatory Unboxing Video

Failure to provide sufficient evidence may result in rejection of the refund request.

Right to Refuse Refunds
SkinSapiens reserves the right to refuse any refund request that:

  • Does not meet eligibility requirements.
  • Contains incomplete or misleading information.
  • Lacks the required unboxing video or supporting evidence.
  • Violates our policies.

Contact Us
For refund-related questions or assistance, please contact us:
SkinSapiens
Email: legacyfuturegroup1@gmail.com
Phone: +91 9990757355
Support Hours:
Monday – Saturday
10:00 AM – 6:00 PM IST

Policy Updates
SkinSapiens reserves the right to update, modify, or amend this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting on this page.