Refund policy

We hope you love your SkinShop order. If something isn't quite right, we're here to help. This policy sits alongside your statutory rights under the Consumer Rights Act 2022 and does not affect them.

How to arrange a return

Email orders@skinshop.ie with your order number, the item or items you wish to return, and the reason. We'll confirm that your return is eligible and send you the next steps. Please don't post anything back before contacting us, as unauthorised returns may not be accepted. Include a copy of your order confirmation in the parcel.

Return address: SkinShop Returns, 22 Mardyke St, Athlone, Co. Westmeath, N37 KC44, Ireland.

A step-by-step guide is on our Returns page.

Your right to cancel (14 days)

You can cancel your order within 14 days of receiving it, without giving a reason.
To cancel, email orders@skinshop.ie with a clear statement that you wish to cancel. There is a short template at the end of this policy you can use.
Returned items must be unused, unopened and in their original packaging with any seals intact. Items that don't meet this won't be eligible for a refund and may be returned to you.
Please pack items securely. We may reduce a refund to reflect any loss in value caused by handling beyond what's needed to check the item.
You are responsible for the cost of returning unwanted items, and for the items until they reach us, so please keep your proof of postage.

Refunds

Once we receive and check your return, we'll refund you within 14 days, to the original payment method.
If you paid in full or in part with a SkinShop gift card, that portion is refunded to a gift card.
Original delivery charges are refundable on faulty, damaged or incorrect items, but not on unwanted items.

Damaged, faulty, incorrect or missing items

If your order arrives damaged, faulty, incorrect or with an item missing, contact orders@skinshop.ie as soon as possible, ideally within 48 hours of delivery, with photos where relevant. Reporting promptly helps us resolve things quickly, but it does not affect your statutory rights.

We assess each case individually and will arrange a repair, replacement or refund as appropriate.
We cover return postage for genuine faults, damage, or our own errors.
Please don't refuse delivery of a damaged parcel. Accept it and contact us instead, as a refused parcel takes considerably longer to reach us.

Skin reactions

If you experience a reaction to a product, stop using it and seek medical advice if needed. Please contact orders@skinshop.ie. In many cases the manufacturer can assist with a quality-control return, provided the product is no more than 20% used. Always read the label and patch test before full use, as ingredient lists may occasionally change.

Free gifts and promotional items

If you received a free gift or sample as part of a promotion, please include it with your return. Otherwise a full refund may not be possible.

Dermalogica 100% money-back guarantee

Dermalogica retail products bought from SkinShop.ie are covered by Dermalogica's 100% money-back guarantee: return an unopened product, or one you've reacted to, within 30 days of purchase for a full product refund. Please photograph any reaction, contact us first for pre-approval, and return any free promotional items. Delivery charges are non-refundable under this guarantee.

Device warranties (LED masks and skincare devices)

Beauty devices we stock are covered by a manufacturer's warranty, in addition to your statutory rights under the Consumer Rights Act 2022:

Omnilux LED devices: 2 years on the LED device and 1 year on the charging components, from the date of delivery. Full details are on each Omnilux product page.
Medicube AGE-R devices: 1 year from the date of delivery against defects in materials and workmanship, when used as directed with the authorised accessories. This excludes damage caused by accident, misuse, unauthorised accessories or incorrect voltage.

To make a warranty claim, email orders@skinshop.ie with your order confirmation, a description of the issue and clear photos or a short video, and we'll help arrange a repair or replacement.