Refund and Returns Policy

Returns

To keep every product we send out sealed, safe and unused, we’re unable to accept returns on skincare, gels, creams or treatment products once they’ve been opened — even if only a small amount has been used. Unopened items in their original, undamaged packaging can be returned within 14 days of delivery, along with proof of purchase.

When a refund applies

We’ll issue a refund or replacement in the following situations:

• You received the wrong item.
• Your order arrived damaged or faulty.
• Your package was lost in transit and confirmed undelivered by the courier.

To claim, contact us within 7 days of the delivery date (or the expected delivery date, for lost packages) at support@myskinessential.eu, with your order number and, where relevant, a photo of the item or packaging. We review every claim individually and aim to respond within 2 business days.

Refund timing

Approved refunds are returned to your original payment method. Depending on your bank or payment provider, this can take 5–10 business days to appear on your statement after we confirm the refund.

Cancellations

Because we process and dispatch orders quickly, cancellations can only be guaranteed within 1 hour of placing your order. To cancel, email us straight away with your order number — once an order has entered fulfilment, we may not be able to stop it.

International orders

Customers outside Ireland and the EU can request a refund under the same conditions above. Please note that customs fees or import duties already paid are non-refundable, and where a return shipment is required, the customer is responsible for that cost unless the item was faulty or incorrect.

How to start a claim

Email support@myskinessential.eu with:

• Your order number
• The reason for your return or refund request
• A photo, if the item arrived damaged, faulty or incorrect

We’ll confirm receipt and let you know the next steps. For our full policy detail, including eligibility conditions, see our Policies page.