Refund & Return Policy

At Skin Nova, we take order issues seriously. If your order is lost in transit, arrives damaged, or you receive an incorrect item, we will review your request and provide a solution based on the guidelines below.

Primary resolution method

When a claim is approved, our primary resolution is store credit issued to your account. Store credit can be used on any future order and is typically the fastest way to resolve an issue. If store credit is not suitable for your situation, we may offer a reshipment or refund at our discretion.

Time limit to contact us

For delivery related issues, please contact us within 5 days of your order being marked as delivered by the carrier.

Eligible cases

1. Lost in transit

If the carrier confirms the package is lost based on the latest tracking status, we may issue store credit, arrange a replacement, or approve a refund after review.

2. Damaged or incorrect item

If your item arrives damaged or incorrect, email us within 5 days of delivery. Proof is required. Approved claims are typically resolved with store credit or a replacement.

3. Marked delivered but not received

If tracking shows delivered but you did not receive the package, please contact your local carrier first and ask them to open a delivery inquiry. Then email us and we will assist based on the information available. Approved claims are typically resolved with store credit.

4. No tracking updates for 30 days

If tracking has no updates for 30 days, contact us and we will review the shipment and assist. Approved claims are typically resolved with store credit or a replacement.

Not eligible

If an order cannot be delivered due to an incorrect or incomplete shipping address provided at checkout, it is not eligible for store credit, replacement, or refund. This includes missing apartment or unit numbers, incorrect street information, or an invalid phone number.

In these situations, the fastest option is to contact the carrier directly to request another delivery attempt. If a paid redelivery option is available, the carrier may charge an additional redelivery fee.

Returns

For hygiene and safety reasons, we do not accept returns of opened or used skincare items. If you receive a damaged or incorrect item, please contact us within the timeframe above so we can assist.

What we need from you
  • Order number and the email used at checkout
  • Clear photos or video of the item and outer packaging for damage claims
  • Photo of what you received for incorrect item claims
  • For delivery issues, any notes or reference number from the carrier if available

Email: shopskinnova@gmail.com

If we request additional information, please reply within 2 business days so we can continue reviewing your case.

Store credit details

If store credit is issued, it will be applied to your customer account or provided as a unique code. Store credit can be used on any future purchase and does not expire unless stated otherwise.

Refund timing

If a refund is approved, it will be issued to the original payment method. Refund processing times vary by bank or payment provider and may take several business days to appear.

Replacement timing

If a replacement is approved, we will process it as quickly as possible. In some cases, the shipping method may differ from the original shipment. Tracking will be provided once the replacement is dispatched.

Policy updates

Skin Nova reserves the right to update this policy at any time. Please review this page periodically for the most current information.