Refund policy
At Skin Extravagance, we are committed to your satisfaction with our gentle, skin-friendly products. Our Return and Refund Policy ensures a transparent process for returning eligible products. All returns and refunds are subject to our Online Shopping Terms of Service and all policies, including our Shipping Policy, and are accepted entirely at your own risk. Please review the details below.
Return or refund are only eligible under two types of situations. Each order is limited to one return and refund request.
Situation 1: Incorrect, Faulty or Damaged Product
n Eligibility:
If you receive a faulty or damaged product, or product that is not as ordered (e.g., wrong item, size, or color), you are eligible for a replacement, refund or alternative compensation, subject to the following conditions:
• You must inspect your order upon receipt and notify us of any incorrect, faulty or damaged items within 12 hours of delivery, as confirmed by the tracking record.
• The following conditions are not eligible for return or refund:
- Product is not unused, unworn, unwashed, unopened, in its original intact packaging, with tags intact, and in the same condition as received.
- Minor imperfections such as small stains, loose threads, stitching issues, or slight color differences due to hand-finishing.
- Size variations of 1-4 cm due to fabric elasticity.
- Product that is damaged by customs, third-party services (e.g., local post offices, couriers), or improper use/handling by the receiver.
• Returns for subjective reasons (e.g., personal dissatisfaction, incorrect size choice, or unmet quality expectations) are not accepted under this section.
• Product images shown on our website are for reference only and may not reflect the exact product received. Minor differences in appearance that do not affect the product’s functionality or description do not qualify as receiving an incorrect item.
• Skin Extravagance reserves the final decision on whether an item is incorrect based on the order details, or whether damages or issues constitute significant quality problems.
n Request Process:
• You can request a replacement or refund and returning the faulty product to us. For incorrect product, you can also choose to keep the product and receive store credit of 50% of the original product’s value as compensation.
• Contact us at skin.extravagance@gmail.com within 12 hours of delivery to request a compensation. You must provide:
1. Proof of purchase (e.g., official receipt, order confirmation, or order number); and
2. A detailed description of the issue (e.g., wrong item, specific damage or defect); and
3. Electronic images of the product and its original packaging, clearly showing the condition and the issue; and
4. Your preferred compensation option (store credit, replacement, or refund).
• We will provide return instructions after receiving your request for a replacement or refund, including a designated return address. Follow those instructions and return the product within 3 days of receiving the instructions.
• Ensure the product arrives at our designated return address within 30 days from the original receipt date. We will cover a standard return shipping fee, calculated using the same method as the original shipping fee, for only one shipment per approved request.
n Compensation Process:
• If choosing shop credit, upon investigating and confirming the eligibility, shop credit equal to 50% of the product’s value will be issued to your account.
• If choosing replacement, upon receiving and inspecting the returned product, we will confirm its eligibility. If eligible, a replacement will be sent to the address provided in your original order at no additional cost.
• If choosing refund, upon receiving and inspecting the returned product, we will confirm its eligibility, a full refund of the product price will be issued. The original shipping fee is refundable only if the entire order is eligible for a refund.
• Refund will be processed to the original payment method within 14 days of refund approval. Replacement will be shipped within 7-10 business days after approval, subject to stock availability. Return shipping fee will be refunded to shop credit.
Situation 2: Change of Mind (Applicable to Specific Regions Only)
n Eligibility:
• For orders shipped to the European Union, European Economic Area, United Kingdom, Switzerland, Turkey, South Korea, Brazil, Chile, or Colombia, you may return items within the region-specific cooling-off period, starting from the day you receive the goods (per the tracking record):
14 days : EU, EEA, UK, Switzerland, Turkey.
10 days : Chile.
7 days : South Korea, Brazil.
5 days : Colombia.
• Products must be unused, unworn, unwashed, unopened, in their original intact packaging, with tags intact, and in a condition suitable for resale (i.e., the same condition as received, allowing only handling necessary to establish the product’s nature, function, and characteristics).
• Due to hygiene and safety concerns, underwear, personal care products (e.g., shampoo, bath oil, face wash), and disposable products (e.g., disposable sleeping bags) are not eligible for change-of-mind returns or refunds, even within the cooling-off period.
• If the product’s value has decreased due to handling beyond what is necessary to establish its nature, function, and characteristics (e.g., excessive use or damage), we may deduct an amount proportional to the diminished value from the refund, or we may reject the refund entirely.
• An administrative fee of 7% of the total payment of the original order will be charged for each return.
• Due to hygiene concerns and the special features of our products, a cleaning fee of HKD$50 will be charged for each returned item.
n Request Process:
• Notify us within the region-specific cooling-off period (listed above) by contacting us at skin.extravagance@gmail.com. You must provide:
1. Proof of purchase (e.g., official receipt, order confirmation, or order number); and
2. A statement specifying that the return is for a change of mind under the applicable region-specific cooling-off period; and
3. Electronic images of the product and its original packaging, clearly showing the condition.
• We will provide return instructions after receiving your request, including a designated return address. Follow these instructions and return the item within a period equal to the region-specific cooling-off period (e.g., 14 days for EU, 7 days for South Korea) starting from the day you notify us.
• Ensure the item arrives at our designated return address within 30 days from the original receipt date. You are responsible for all return shipping costs and any associated fees (e.g., customs duties, taxes).
n Refund Process:
• Upon receiving and inspecting the returned item, we will confirm its eligibility. If approved, you will receive a refund of the product price, minus:
1. An administrative fee of 7% of the total payment of the original order.
2. A cleaning fee of HKD$50 per returned item for restoring the hygiene and special features of the product.
3. Any deduction for diminished value due to excessive handling.
• The original shipping fee is refundable only if the entire order is eligible for a refund.
• Refunds will be processed to the original payment method within 14 days of refund approval.
Other Terms
• Trackable Return Shipping: All returns must be sent using a trackable shipping method. You must use reasonable and minimal packaging, similar to the original shipment. Excessive shipping costs due to inappropriate packaging will not be granted for a refund.
• Sensitive Skin Considerations: We understand that everyone’s skin is unique, and some may experience sensitivities or allergic reactions to certain products. To ensure the best experience, we recommend consulting a doctor before purchasing our products. Returns or refunds are not available for allergic reactions or sensitivities.
• Condition of Returned Items:
1. Clothing or bedding items that are used, worn, damaged, washed, stained with makeup, or otherwise artificially damaged are not eligible for return. Items with noticeable stains or odors may be refused, with Skin Extravagance reserving the final decision on whether stains or odors are significant.
2. Products must be returned in their original condition, without customer misuse, missing parts, excessive wear, or alteration.
3. All returned items are quality-checked upon arrival back to us, and photos may be taken as needed for documentation.
We reserve the right to refuse returns or exchanges if all those condition requirements mentioned above are not met.
• Non-Returnable Items: Sale items and gift cards are not returnable or refundable under any circumstances.
• Compliance with Return Instructions: Returns must strictly follow the instructions provided by our online customer service. Skin Extravagance reserves the right to refuse returns or exchanges if the process is not followed correctly.
• Rejection of Ineligible Returns: If returned items do not meet our return conditions, they will be sent back to the address provided in the original order after you pay the associated shipping fees.
• Request Limitations: You are limited to one return/compensation request per order. Please ensure all eligible products are included in the request.
• Fraud and Abuse Prevention: Skin Extravagance reserves the right to refuse or reject returns at any time due to:
1. An irregular or excessive returns history indicative of “wardrobing” (using items and returning them).
2. An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items.
3. Potential fraudulent or criminal activity.
• Customs and Third-Party Issues: Skin Extravagance is not responsible for losses, damages, delays, seizures, or other issues caused by customs or third-party delivery services (e.g., local post offices, couriers) during delivery or return shipping, nor for associated fees, licenses, or documentation.
• Refund Processing: Refunds may take additional time to appear in your account due to bank or credit card company processing. If more than 30 business days have passed since refund approval without receipt, please contact us at our Contact Us page or email skin.extravagance@gmail.com.
• Legal Compliance: All returns must comply with local laws and regulations, including import/export requirements for international orders. You are responsible for ensuring compliance with these requirements.
• Final Decision: Skin Extravagance reserves the right to make the final decision on all matters related to this policy.
Contact Us
For return and refund inquiries or any assistance, visit our Contact Us page or email skin.extravagance@gmail.com. Shop with confidence at Skin Extravagance, and enjoy skin-loving, natural-inspired products with peace of mind!