Returns, exchanges or cancellations
You have thirty (30) days following the receipt or pick-up of your order to return or exchange an item provided that the merchandise is in its original condition, i.e. unused and in its original undamaged and sealed packaging.
All purchases from the Skins Clinic online store, with the exception of gift cards and clearance items, can be returned by mail for a refund or to the clinic for an exchange or reimbursement.
To make a return or exchange at the clinic, please :
- Return the item purchased in our online shop.
- Present the original invoice received in the order confirmation email.
All returned merchandise will be examined upon receipt. Upon acceptance of the return, you will be offered an exchange, a refund on your Clinique Skins gift card or a refund on your credit card (except American Express).
To make a return by mail, please contact customer service in one of the following two (2) ways:
- By email to firstname.lastname@example.org
- By phone at 1-450-926-1001
A customer service representative will then contact you by phone or email to let you know the steps to follow.
Upon receipt of your shipment, we will analyze your return request within 2 to 5 business days, and then credit your account with the price of the returned item according to the original method of payment. We will then notify you of the transaction by email or telephone. The initial shipping and handling charges and the return shipping charges will not be refunded.
In addition, be sure to properly package the returned product(s) to avoid any additional damage that would not be covered by our return and warranty policy.
Please note that:
- This policy does not apply to products that have been used.
- Shipping and handling fees are not refundable. Only the price of the item, including taxes, is refundable.
- In the case of an exchange, the price differences between the exchanged item and the replacement product are at the customer's expense.
- Items purchased or picked up in store can only be exchanged or refunded in store.
- We assume no responsibility for loss, theft or damage incurred in the return of merchandise.
It is not possible to cancel your order once the transaction has been completed. You will therefore have to return it to obtain a refund.
S’il s’agit d’une commande à ramasser en clinique, contactez notre service à la clientèle pour effectuer une annulation.
If you wish to exchange your purchase, it will only be possible at the clinic within 30 days of receipt or pick-up.