Have a question? You may find an answer in our FAQs.
But you can also contact us:
Customer Services
Mon-Fri: 9:00 am - 5:00 pm PST
Return Policy
Exchanges
If you’d like to exchange your shop.skinfolio.com order for a different style or color, please head to our contact page and in the subject select 'Exchange Request' as the reason for your inquiry.
You must request for an exchange from our returns department within 10 days or your order being marked as delivered according to our courier service.
RETURN POSTAGE. Please note, you will need to cover the cost of your return back to us. We recommend using a tracked method of postage to ensure it reaches us safely as we are not responsible for lost, stolen or undelivered parcels.
Returns
Before shipping an item back to us, you must request a return authorization number (RA#) from our returns department within 10 days of receiving your order. To do this, please head to our contact page and in the subject select 'Return Request' as the reason for your inquiry. This will ensure our returns department receive your request, rather than our customer care team. Make sure you include your order number in your email so that we can process your return quickly for you.
Returns are handled on a case-by-case basis, whereas Skinfolio is found at fault for the return and/or refund. Not all orders are eligible for a return or refund. Returns that are eligible for a refund will be given store credit and will require a handling & processing fee of 20% of the total order value, which will be deducted from the amount to be refunded to you via store credit. Original shipping charges are non-refundable.
Start your return by:
- Choose a return for store credit or for a refund.
- Contact Us for a Return Authorization #
- Write product information about returning item(s) and reason.
- Purchase postage at any desired post office.
We do not allow returns for the following:
- Products received without an authorized RA#
- Products purchased during a promotional sale period
- Products received in a condition other than their original condition
- Products without their tags attached
- Products that appear worn or smell of perfume, deodorant or tan
- Products that are marked or damaged in any way
- Products that are damage/defect free and are as shown on website
- Products that do not meet quality expectations of the customers
- Orders in which addresses are inputted incorrectly by the customer
- Orders in which the customer forgot to enter their promotional code
- Orders in which customers are provided a partial refund and then asked for a full refund and cancellation of an order
Our returns department has the right to refuse a return if a returned item does not meet the above conditions. In this instance, the item will be returned to the address on the original order.
Where Is My Refund?
We will process the refund to your original form of payment within two (2) business days we receive your shop.skinfolio.com return.
Once we process the return and send you a confirmation email, your refund will be issued as soon as possible. The timeframe depends on the payment method.
- Credit card or debit card refunds may take up to five business days to post to your bank, then up to two billing cycles to appear on the bank statement.
- Gift card and product voucher refunds may take up to 24 hours to process. You can check your balance online.
- PayPal refunds may take 7-10 business days to post.
Refunds are issued to the original payment method. If you purchased your order with multiple payment methods, the refund is first applied to the credit card, debit card, or PayPal account up to the original amount charged, then to the gift card or product voucher.
Store Credit
Store credit will be emailed to you via original email provided as a gift card. Store Credit cannot be transferred to another person or account. Please treat Store Credit like Cash. Any purchase amounts that exceed the value of the Store Credit will require an additional method of payment for the remaining balance due. Store credit never expires. Store credit is provided in Canadian Dollars. Your use of the Store Credit constitutes your agreement to our Terms.
The Wrong Item Sent
We apologize for the mistake. You must request for an exchange from our exchange department within 10 days or your order being marked as delivered according to our courier service. Please contact us and select 'exchange request' as the reason for your inquiry. Include your full name, order number, and message. Our support team will let you know the appropriate next steps!
Faulty Items
If you believe an item you've purchased is faulty, head to our contact page and select 'Return Request' from the drop-down menu and let us know as many details as you can about the fault. We will then request images of the fault before providing you with an outcome. You submit this request within 10 days or your order being marked as delivered according to our courier service.
Extended Returns
HOLIDAY ORDERS. If you make a purchase as a gift for Christmas from 1 December to 19 December, you are more than welcome to return your order up until 31 January.
Final Sale
All sale items (products or services, including bundles, purchased using a discount code) and personalized items are FINAL SALE.
Services
All Skinfolio Memberships, Service Packages, Service Bundles, or any Store Credit purchased online or in-store at our clinic, at 916 Park Royal S, West Vancouver, BC V7T 1A1, are final sale and considered non-refundable payments. Exceptions are considered on a case-by-case basis whereas Skinfolio Medical Inc. is found at fault for this refund.
Please feel free to contact us for any other questions you may have!
