Returns & Refunds – SkinMatters

Last updated: April 1, 2025

At SkinMatters, your satisfaction is our priority. Because our products are handcrafted and perishable, we have a specific return and refund policy outlined below. Please read it carefully before initiating a return.

How to Return

Contact Us

Email or WhatsApp us with photos of the issue within 48 hours of delivery.

We Review

Our team reviews your request within 1 business day and confirms eligibility.

Refund or Replace

We process a replacement shipment or refund within 5-7 business days.

What Can Be Returned

✅ Eligible for Return / Refund

Products that arrived damaged (broken, leaking, crushed packaging)
Products that are defective (wrong product sent, seal missing)
Products that caused an adverse skin reaction (with supporting evidence)
Orders that were not delivered within 15 business days

❌ Not Eligible for Return

Products that have been used and opened (hygiene reasons)
Products returned more than 7 days after delivery
Damage caused by customer mishandling after delivery
Personal preference (e.g., disliking the fragrance or texture)

Refund Process

Once your return is approved:

Prepaid orders — Refund credited to original payment method within 5-7 business days.
COD orders — Refund sent via bank transfer (NEFT). Please share your bank details when contacting us.
Shipping charges (₹79) are non-refundable unless the return is due to our error.

Exchange Policy

We currently do not offer product exchanges (e.g., switching one soap for another). However, if you received the wrong product, we will send the correct one immediately at no charge.

Adverse Skin Reactions

All our products are made with natural ingredients. However, individual sensitivities vary. If you experience redness, rash, or irritation after using a product:

Stop using the product immediately.
Wash the affected area with cool water.
Contact us with a photo of the reaction.
We will issue a full refund or replacement, no questions asked.

We strongly recommend a patch test before using any new product — apply a small amount on your inner wrist and wait 24 hours.

Contact for Returns

📧 admin.skinmatters@gmail.com
📱 WhatsApp: +91 95851 21347

Please include your Order ID and photos when contacting us. This speeds up the process significantly.