Refund policy
RETURN & REFUND POLICY
SK Cosmetics Official (“we,” “our,” or “us”) is committed to ensuring that products sold on www.skcosmetics.ae are supplied in accordance with applicable laws and regulations of the United Arab Emirates.
This Return & Refund Policy explains when returns, exchanges, replacements, store credit, or refunds may be accepted for orders placed through our website.
IMPORTANT NOTICE FOR COSMETICS, SKINCARE, AND PERSONAL CARE PRODUCTS
Due to hygiene, health, safety, and product-integrity reasons, cosmetics, skincare, personal care, and other beauty products are generally non-returnable once opened, used, unsealed, or tampered with, unless the item is defective, damaged on arrival, expired, incorrect, contaminated, or otherwise required to be accepted under applicable law.
1. WHEN YOU MAY REQUEST A RETURN, REPLACEMENT, OR REFUND
You may contact us for a return, replacement, or refund if:
- you received the wrong item
- you received a damaged item
- the item arrived leaking, broken, or materially defective
- the item is expired
- the item has a manufacturing defect
- there is a safety or quality issue affecting normal use
- the item delivered does not match the item you ordered
In cases involving a confirmed defect, safety issue, or supply error, UAE consumer-protection rules require corrective action such as repair, replacement, or refund at no cost to the consumer, depending on the case. :contentReference[oaicite:1]{index=1}
2. ITEMS ELIGIBLE FOR RETURN
We may accept a return for the following:
A. Unopened and unused products
Products may be considered for return if all of the following apply:
- the request is made within 14 days from the date of delivery
- the product is unopened, unused, and in resalable condition
- the original outer packaging, seal, label, and product box are intact
- the product is not damaged due to misuse, mishandling, or improper storage after delivery
B. Defective, damaged, incorrect, or expired products
These may be eligible for replacement or refund even if opened only to the extent reasonably necessary to identify the problem, subject to review and verification.
3. ITEMS NOT ELIGIBLE FOR RETURN OR REFUND
Unless required by applicable law, we do not accept returns or refunds for:
- opened, used, or tested cosmetics or skincare products
- products with broken seals or missing original packaging
- products damaged after delivery due to misuse, neglect, accident, or improper storage
- items returned without proof of purchase
- free gifts, promotional items, or samples
- gift cards or store-credit vouchers
- products marked as final sale, clearance, or non-returnable, except where defective or not compliant with applicable law
Nothing in this policy limits any mandatory rights you may have under UAE law in cases involving defects, non-conformity, or product safety issues. :contentReference[oaicite:2]{index=2}
4. TIMEFRAME TO CONTACT US
To help us review your request quickly, please contact us:
- within 48 hours of delivery for wrong items, visible damage, leakage, or missing items
- within 7 days of delivery for standard return requests on unopened and unused items
- as soon as reasonably possible after discovering any hidden defect, quality issue, or safety concern
Prompt reporting helps us investigate with our warehouse, shipping partners, and suppliers. Where UAE law gives the consumer mandatory protection for defective goods, those rights remain subject to applicable law and are not waived by this internal reporting process. :contentReference[oaicite:3]{index=3}
5. HOW TO REQUEST A RETURN OR REFUND
To request a return, replacement, or refund, please contact us at:
SK Cosmetics Official
Dubai, United Arab Emirates
Email: support@skcosmetics.ae
WhatsApp: +971 52 222 5526
Please include:
- your order number
- your full name
- the product name
- a clear description of the issue
- clear photos and, if requested, a short video showing the issue
- photos of the outer parcel if the issue relates to shipping damage
We may ask for additional information before approving the request.
6. REVIEW AND APPROVAL PROCESS
Once we receive your request, we will review the case and may:
- approve a return
- offer a replacement
- offer store credit
- issue a partial refund, where appropriate
- issue a full refund
- reject the request if the item does not meet the conditions of this policy
Where a product defect, safety concern, or non-conformity is confirmed, the supplier is generally expected under UAE consumer-protection rules to provide the appropriate remedy without cost to the consumer. :contentReference[oaicite:4]{index=4}
7. CONDITION OF RETURNED ITEMS
If a return is approved, the item must be returned in the condition instructed by us. Products must not be further used after the issue is discovered.
We reserve the right to reject returned items that:
- do not match the approved return request
- show signs of excessive use beyond what is necessary to identify the issue
- are returned incomplete
- are damaged due to customer misuse or improper storage after delivery
8. RETURN SHIPPING COSTS
- If the return is due to our error, a defective item, an expired item, a damaged-on-arrival item, or an incorrect item, we will bear the reasonable return shipping cost or arrange collection where applicable.
- If the return is approved for an unopened and unused item for convenience reasons, the customer may be responsible for return shipping charges.
Under UAE commercial and consumer-protection principles, where the reason for return or exchange is attributable to the seller or supplier, the seller bears the relevant return/change costs. :contentReference[oaicite:5]{index=5}
9. REFUND METHOD AND TIMING
If a refund is approved, it will be issued to the original payment method where possible. In some cases, we may offer store credit if agreed with the customer and permitted by law.
Refund timing may vary depending on:
- the payment provider
- bank processing times
- the return inspection process
- confirmation from logistics or warehouse teams
Shipping fees, customs duties, taxes, and other charges are generally non-refundable unless:
- the return is due to our error
- the item is defective or non-compliant
- a refund is otherwise required by applicable law
10. EXCHANGES
If available, we may offer an exchange instead of a refund for:
- damaged items
- defective items
- wrong items sent
- unopened and unused items approved for exchange
Exchanges are subject to product availability.
11. INTERNATIONAL ORDERS
For international orders:
- customers are responsible for checking that products may legally be imported into the destination country
- customers are responsible for customs duties, VAT, taxes, clearance fees, and similar charges unless otherwise stated
- we are not responsible for customs delays, holds, refusals, confiscations, or import restrictions imposed by destination-country authorities
For hygiene and product-safety reasons, we may refuse returns of international beauty products unless the item is defective, incorrect, damaged on arrival, expired, or otherwise required by law.
If an international order is refused by the customer or not cleared through customs for reasons not caused by us, original shipping fees, return shipping fees, customs charges, and related costs may be deducted from any approved refund.
12. ORDER CANCELLATIONS
Orders may be canceled only before dispatch. Once an order has been processed, packed, or shipped, cancellation may no longer be possible.
If a cancellation is approved before dispatch, the refund will be processed to the original payment method.
13. NON-ACCEPTANCE OF IMPROPER RETURNS
We reserve the right to refuse returns or refunds where:
- the claim is false, abusive, or unsupported
- the item has been intentionally damaged
- the issue results from misuse, improper storage, allergic reaction not caused by a product defect, or failure to follow usage instructions
- the product was purchased from an unauthorized seller rather than directly from us
14. CONSUMER RIGHTS
This policy is intended to comply with applicable UAE consumer-protection requirements. It does not exclude or restrict any non-waivable rights available to consumers under applicable UAE law, especially in cases involving product defects, lack of conformity, or product safety concerns. UAE authorities also provide complaint channels and empower local authorities to handle consumer complaints and impose penalties for violations. :contentReference[oaicite:6]{index=6}
15. CONTACT US
If you need help with a return, refund, or product issue, please contact us:
SK Cosmetics Official
Dubai, United Arab Emirates
Email: support@skcosmetics.ae
WhatsApp: +971 52 222 5526
