Refund policy
Skin Pharmacy is a trading name of Dar Tejara Limited (Company No. 12535657), a GPhC registered pharmacy (Registration No. 9013297). We supply medical-grade skincare and prescription treatments, so certain return conditions apply for hygiene, safety and regulatory reasons.
Refund and Returns Policy
For all returns and refund enquiries, please contact us at hello@skinpharmacy.com,, quoting your order number.
This policy is in addition to, and does not affect, your statutory rights under UK consumer law.
1. Your Right to Cancel (Online Orders, 14 Days)
Under the Consumer Contracts Regulations 2013, you may cancel an online order within 14 days of receiving your goods. Once you have told us you wish to cancel, you have a further 14 days to return the items.
To receive a full product refund, items must be returned in their original condition and packaging: unopened, unused, with all seals and protective packaging intact, and in a condition suitable for resale.
For hygiene reasons, this right does not apply to sealed items that have been opened after delivery. Where an item has been handled more than needed to inspect it, we may decline the refund accordingly.
Refunds are issued within 14 days of us receiving the returned goods, to the original payment method, and usually take 3-5 working days to appear on your statement.
Return address:
Skin Pharmacy Returns
Unit 27, 52-56 Standard Road
London NW10 6EU
Please note:
- Return postage for change-of-mind returns is your responsibility, and we do not supply prepaid labels for these
- We recommend a tracked and insured service, as we cannot be responsible for returns lost in transit
2. Prescription and Pharmacy Medicines
Prescription-only medicines (such as tretinoin) and pharmacy medicines cannot be returned or refunded once dispatched, unless they are faulty or supplied in error. Pharmacy regulations do not allow us to restock or reuse medicines once they have left the pharmacy. Please note that prescription items may be sent separately from the rest of your order.
3. Faulty, Damaged or Incorrectly Described Items
Under the Consumer Rights Act 2015, your products must be of satisfactory quality, fit for purpose and as described. If you believe an item is faulty, please contact us as soon as possible. Where a fault is confirmed within 14 days of delivery, you are entitled to a like for like replacement.
We may ask for:
- Clear photographs of the issue
- The product batch number
- The product to be returned for inspection
Please contact us before disposing of, cutting open or altering a product, as this may prevent us from verifying the fault. Damage caused by misuse, incorrect storage or normal product characteristics is not considered a fault.
4. Damaged Parcels
If your parcel arrives visibly damaged, please refuse delivery if possible and contact us straight away. If you accept the parcel and find a problem afterwards, let us know within 48 hours of delivery, with photographs of:
- The outer packaging, including the courier label
- The inner packaging
- The products and their batch numbers
This allows us to meet our couriers' claim requirements.
5. Incorrect Items Sent by Us
If we send you the wrong item, please contact us within 48 hours of receiving your order so our team can put it right
6. Missing or Misdelivered Parcels
All of our postal orders are dispatched with tracked delivery. If tracking shows your order as delivered but you have not received it, please tell us as soon as possible and no later than 48 hours from the recorded delivery date.
Evri pick-up point deliveries
Orders sent via Evri to a pick-up point usually arrive within 3-5 working days. Once your parcel reaches the pick-up point, Evri will notify you and the parcel is considered delivered at that point. As this service involves handing your parcel to a third party, our ability to intervene is limited once it is with Evri. For any questions about the progress or collection of your parcel, please contact Evri directly. We are not responsible for, and are unable to influence, Evri's handling times or pick-up point procedures.
Courier investigations
- Investigations are carried out by the courier and can take up to 21 working days, which the courier may extend
- We cannot speed up or override the courier's process
- No refund or replacement can be issued while an investigation is ongoing
Declaration of non-receipt
Where the courier requires it, you will be asked to complete, sign and return a non-receipt declaration. We may ask for a photo of the signed form and proof of postage. If the courier declines liability because the process was not followed, we may be unable to offer a refund or replacement.
Outcome
If the claim is upheld, we will offer either a full product refund to your original payment method or a like for like replacement. If the courier confirms delivery to the correct address, we may decline the claim.
Alleged theft
If you believe a delivered parcel was stolen, we may ask for a Police Crime Reference Number and supporting evidence such as a statement from building management or concierge, or confirmation that CCTV is available. We may verify any evidence provided. Each claim is assessed individually, and supplying evidence does not automatically guarantee a refund or replacement.
Safe place and neighbour deliveries
Where you have authorised delivery to a safe place, neighbour, reception or communal area, delivery is complete once confirmed by the courier, and we cannot accept responsibility for loss or theft after that point.
Address changes
You can change your delivery address at any time before dispatch. We are not responsible for losses caused by incorrect address details given at checkout.
7. Skin Reactions and Suitability
Everyone's skin responds differently depending on skin type, medical history and how products are used. A skin reaction does not mean a product is faulty, so opened and used products cannot be refunded on this basis. We always recommend a patch test before full use.
If you experience a reaction, please stop using the product and contact us. Our pharmacist team can advise, or arrange a consultation to find a suitable alternative: Speak to an Expert.
Refunds are not given for reactions resulting from not following usage instructions, combining incompatible products or treatments, or use during pregnancy or alongside contraindicated medication. Please read product information carefully before use.
8. Storage
We cannot accept returns or fault claims for products affected by heat, direct sunlight, freezing or incorrect storage after delivery.
9. Subscriptions, Gifts and Rewards
- Subscriptions have a minimum of 3 cycles before they can be paused or cancelled.
- Gifts with purchase: if a return takes your order below the qualifying threshold, the gift must also be returned unopened, or its value may be deducted from your refund.
- Reward points redeemed on a refunded order may be reinstated or adjusted at our discretion.
10. Refund Method
Refunds are always made to the original payment method and card used at checkout (including Apple Pay). Where we offer a goodwill gesture outside our legal obligations, this may be given as store credit, which is non-transferable and cannot be exchanged for cash.
11. Further Conditions
- Gift cards are non-returnable and non-refundable
- Proof of purchase: a valid order number is required for all returns, refunds and claims
- Verification: returned items are checked against our dispatch records, including batch numbers, and items that do not match may be declined
- Refused deliveries: if a parcel is refused without good reason, the original delivery cost may be deducted from your refund
- Chargebacks: if a payment dispute is raised, we are unable to process any refund, replacement or store credit while the investigation is ongoing. We will also provide full evidence to the payment provider, including courier, GPS and packing records.
- Misuse: we monitor return activity and may decline future orders where fraudulent claims or excessive returns are identified