Refund policy
Prescription routines
Because your treatment is customised and freshly-mixed in a pharmacy specifically for you, and all possible care taken to account for and minimise side effects, we do not offer refunds or exchanges on our treatments.
However, we understand that mistakes can happen, albeit very rarely. If your order is incorrect, faulty, or damaged, we’re happy to work with you to make it right. If something does go wrong, please don’t hesitate to reach out to our team.
Non prescription routines
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unopened, and in its original sealed packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@theskindiary.com. Please note that United Kingdom returns will need to be sent to the following address: Unit DC1, Prologis Park, Honywood Rd Basildon, SS14 3TS. European returns will need to be sent to: Unit B3, Carrowmoneash, Deerpark Industrial Estate, Co. Galway, H91 4D66, Ireland
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@theskindiary.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned such as our chapters prescription treatments. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union - Right of Withdrawal
If your order is being shipped to the European Union, you have the right to cancel or return it within 14 days from the date you receive the last item in your order, for any reason and without justification.
Cancellations: You may cancel your order at any time before it has been fulfilled. To cancel, please contact us as soon as possible at info@theskindiary.com.
Returns: To be eligible for a return, items must be unopened and in their original sealed packaging. For hygiene reasons, we are unable to accept returns of cosmetic or skincare products that have been opened or unsealed. You'll also need your receipt or proof of purchase. European returns should be sent to: Unit B3, Carrowmoneash, Deerpark Industrial Estate, Co. Galway, H91 4D66, Ireland.
To start a return or cancellation, you can do so from your account page, contact us at info@theskindiary.com, or through our contact page found here
Refunds for non prescription routines
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@theskindiary.com.