Returns, Warranty and Shipping Policy
At Skinistry, we want to ensure you are completely satisfied with your purchase. Below you will find our policies regarding returns, refunds, exchanges, and shipping.
Returns Policy
Eligibility for Return: You may return an item for a full refund within 30 days of purchase, provided the product is unused, unopened, and in its original packaging. For hygiene reasons, we cannot accept returns of opened skincare products.
How to Return a Product: To initiate a return, please contact our customer service team at [email] with your order number and the reason for the return. Once approved, we will provide return instructions.
Return Shipping Costs: The cost of return shipping is the responsibility of the customer unless the item received was damaged or defective upon arrival. We recommend using a tracked shipping service to ensure your return reaches us safely.
Return Conditions: Returns must be sent within 14 days of the return approval. Items that arrive damaged, opened, or are sent outside of the 14-day return window will not be eligible for a refund.
Refund Policy
Refund Eligibility: Once your return is received and inspected, we will notify you via email of the status of your refund. If approved, a refund will be issued to your original payment method within 14 business days. Please note that depending on your payment provider, it may take additional time for the refund to appear in your account.
Non-Refundable Items: Shipping costs, gift cards, and promotional items are non-refundable.
Damaged or Defective Products: If you receive a damaged or defective product, please notify us within 7 days of receiving your order, and we will arrange for a replacement or refund, including shipping costs.
Exchange Policy
Exchanges: If you need to exchange a product for a different one, contact us within 30 days of your purchase. The product must be unused, unopened, and in its original packaging to be eligible for an exchange.
Process for Exchanges: Once the item is returned and inspected, we will ship the exchanged product to you. Customers are responsible for shipping costs associated with returning the original item, but Skinistry will cover the shipping costs of the replacement product.
Unavailable Products: If the product you want to exchange is no longer available, we will issue a store credit or refund for the item.
Shipping Policy
Order Processing: We aim to process and ship orders within 2 business days, however in some cases there may be delays. Orders placed on weekends or public holidays will be processed on the next business day. Shipping times and delivery are beyond our control, and we cannot accept responsibility for any delays caused by carriers or customs. Shipping costs and estimated delivery times will be provided and selectable at checkout based on your order, location and chosen shipping method.
Domestic Shipping (Australia): Shipping options, including estimated delivery times, will vary based on your location and will be shown at checkout.
International Shipping: We offer shipping to most countries worldwide. Estimated delivery times will depend on your location and selected shipping method and will be shown at checkout. Please note that international customers are responsible for any customs duties, taxes, or import fees applicable in their country.
Shipping Costs: Shipping fees are calculated at checkout based on your location and the weight of your order.
Tracking: Once your order has shipped, you will receive an email with your tracking number to monitor your package's journey.
Lost or Stolen Packages: Skinistry is not responsible for packages lost or stolen after they are marked as delivered by the shipping carrier. However, if you encounter any issues, please contact us, and we will do our best to assist you in resolving the issue with the carrier.
Changes to Orders
Order Modifications or Cancellations: Once an order has been placed, it cannot be modified. If you wish to cancel your order, you will need to follow the returns process.
Warranty Policy
At Skinistry, we stand by the quality and durability of our LED masks and skincare products. This Warranty Policy outlines your rights and what is covered under our warranty.
Limited Warranty Coverage
Skinistry offers a 12-month limited warranty from the date of purchase for all LED masks. This warranty covers any defects in materials or workmanship under normal use.
Skincare products are not covered by this warranty, as they are perishable items.
What the Warranty Covers
- Manufacturing Defects: The warranty applies to defects in construction, materials, or manufacturing that impact the functionality of the product.
- Electronic Malfunctions: If the LED mask fails to power on or experiences functional issues due to a defect, it is covered under warranty.
What the Warranty Does Not Cover
- Damage from Misuse: Any damage caused by misuse, modification, or improper storage of the product will void the warranty.
- Wear and Tear: Normal wear and tear, including fading, scratches, or cosmetic deterioration, are not covered.
- Unauthorised Repairs: If the product is repaired or tampered with by an unauthorized third party, the warranty will be void.
How to Make a Warranty Claim
To make a warranty claim, you must provide a valid proof of purchase (e.g., order confirmation, receipt).
Reach out to Skinistry customer service at info@skinistry.co with details about the defect, and we will guide you through the claim process.
Depending on the issue, you may be required to return the defective product for inspection.
Remedies
If your claim is approved, we will either repair or replace the defective product at no additional cost. Refunds are generally not offered under the warranty, except in specific cases where a replacement or repair is not possible.
Limitations of Liability
Skinistry’s liability is limited to the repair or replacement of the defective product. We are not responsible for any indirect or consequential damages resulting from the use of the product.
Shipping Costs
For valid warranty claims within Australia, Skinistry covers shipping costs for the return of the product. International customers are responsible for return shipping costs, except where local laws require otherwise.
Extended Warranty
Skinistry does not currently offer extended warranties, but customers can opt for third-party warranty services if available in their region.