Returns & 30-Day Return Promise

Contact us before returning anything

Please contact us before sending any item back.

Returns sent without contacting us first may be delayed, refused, returned to sender, or may not be eligible for our voluntary return options.

Please include:

• Your order number
• The email address used for the order
• The product you wish to return
• The reason for return
• Whether the product is unopened, opened, lightly tested, or faulty
• Clear photos where requested

Photos before return approval

Before approving a return, we may ask for clear photos of:

• The device from all sides
• The treatment head or contact area
• All included accessories
• The original packaging
• The hygiene or manufacturing seal, where applicable
• Any visible issue if the return relates to a fault or damage

For opened or lightly tested returns, photos are required before return approval.

Photos help us assess whether the device appears clean, complete, and free from scratches, marks, residue, staining, missing parts, or signs of excessive use before it is sent back.

30-Day Return Promise for eligible devices

Most SkinovationLab® devices are covered by our 30-Day Return Promise.

Eligible devices can be returned within 30 days of delivery if the return is approved by our support team before the item is sent back.

Unopened device returns

Unopened and unused eligible devices can be returned within 30 days of delivery for a full refund of the product price, provided:

• The device is unused
• The original packaging is intact
• The hygiene or manufacturing seal is intact
• All accessories, manuals, cables, gels, cases and included items are returned
• The item is returned in a resaleable condition

Customers are responsible for return postage for change-of-mind returns.

We recommend using a tracked and insured service, as SkinovationLab® is not responsible for returned parcels that are lost, delayed, or damaged in transit.

Opened or lightly tested device returns

For eligible SkinovationLab® devices, we may accept opened or lightly tested returns within 30 days of delivery.

A device is considered lightly tested when it has been opened and used only briefly to assess basic suitability, handling, and comfort.

It must not show signs of extended, excessive, or careless use.

Opened or lightly tested devices may be returned if:

• The return is requested within 30 days of delivery
• The return is approved by our support team before the item is sent back
• The device is clean and hygienic
• The device has no scratches, marks, dents, residue, staining, or visible wear
• The device is fully functional
• All accessories, manuals, cables, gels, cases and included items are returned
• The original packaging is included
• There are no missing parts
• There is no sign of excessive use

If a returned device shows scratches, marks, residue, staining, visible wear, hygiene concerns, missing accessories, missing packaging, damage or signs of excessive use, we may refuse the voluntary opened return or apply a higher deduction to reflect the condition of the item.

Devices excluded from opened or lightly tested returns

Skincare, gels, accessories and hygiene-sensitive items

Opened skincare, gels, cosmetics, consumables, replacement parts, accessories and other hygiene-sensitive items cannot be returned as change-of-mind returns unless faulty.

Unopened and unused items may be returned within 30 days of delivery if approved by our support team before return, provided:

• The packaging is intact
• The hygiene or manufacturing seal is intact
• The item is unused
• The item is in resaleable condition

Faulty devices and faulty items

Faulty items are handled separately from change-of-mind returns.

If you believe your device or item is faulty, please contact us before returning it.

We may ask for:

• Photos
• Videos
• Troubleshooting information
• Details of the issue
• Order information

This helps us assess the issue quickly and provide the correct return instructions.

If a fault is confirmed, we will support you through the appropriate warranty or statutory-rights process.

The 10% hygiene inspection and restocking deduction does not apply to confirmed faulty items.

Where we ask you to return a faulty item, we will provide return instructions and you will not be charged for return postage where a return is required by us.

Your statutory rights are not affected.

Return postage

For change-of-mind returns, customers are responsible for return postage.

Please use a tracked and insured service.

SkinovationLab® is not responsible for returned parcels that are lost, delayed, or damaged in transit.

For confirmed faulty items, return postage is handled separately through our support and warranty process.

Refunds

Once your return is received, we will inspect the item and confirm whether it meets the return conditions.

Approved refunds will be issued to the original payment method.

• For unopened and approved returns, we will refund the product price
• For opened or lightly tested approved returns, we will refund the product price minus the 10% hygiene inspection and restocking deduction
• Original upgraded shipping charges, if any, are not refunded for change-of-mind returns
• If you received free standard shipping, there is no outbound shipping charge to refund

Refunds are normally processed within 10 days of receiving and inspecting the returned item.

Your bank or payment provider may take additional time to show the refund in your account.

Items that cannot be returned as change-of-mind returns

We cannot accept change-of-mind returns for:

• Opened, unsealed or used KliaPro devices
• Devices with scratches, marks, residue, staining, visible wear or hygiene concerns
• Devices missing accessories, manuals, chargers, cases, gels or other included items
• Devices showing signs of excessive use
• Items returned without prior contact or return approval
• Products damaged after delivery through misuse, accident, improper storage or unauthorised repair
• Opened skincare, cosmetics, gels, consumables, replacement parts or hygiene-sensitive items, unless faulty