Refund policy
Return and Refund Policy
At SKINØ, we want you to feel completely secure with your purchase. Because our products are certified and natural, we strive to offer a transparent and fair policy in accordance with Swedish legislation (the Distance Contracts Act and the Consumer Sales Act) as well as the EU Consumer Rights Directive.
14-Day Right of Withdrawal and Return Period
Under EU rules, you have the right to withdraw from your purchase within 14 days without giving any reason. The return period expires 14 days after the day on which you, or a third party designated by you, received the last item in your order. This deadline also includes weekends and public holidays.
Once you have notified us that you wish to exercise your right of withdrawal, you have a further 14 days to send the product back to us.
How to Make a Return Request
To ensure fast and correct handling, you must initiate your return in one of the following ways before sending back any products:
If you checked out with email: Start your return request directly via our secure customer portal: https://account.skinosverige.se
If you checked out with only a phone number (SMS): You cannot use the customer portal. Please use the unique return link that was sent in your SMS order confirmation.
Important: Packages sent back to us without a registered and approved return request in advance will not be processed or refunded. Returns are sent to our warehouse address: ScandiSocialPro, Muskotgatan 32, 424 41 Angered, Sweden.
Exceptions to the Right of Withdrawal (Health and Hygiene Reasons)
In accordance with Swedish and EU legislation, products with broken packaging are exempt from the right of withdrawal if the item cannot suitably be returned due to health or hygiene reasons.
For SKINØ products, this means:
The right of withdrawal applies only to completely unopened, unused products in their original condition, with all labels intact and with an unbroken security seal / plastic film.
Cosmetic products (such as face creams, serums, masks, tanning drops or sprays) where the seal has been broken or the outer packaging opened cannot be returned or refunded, as the product is thereafter classified as used and no longer sellable for hygiene reasons.
Gift cards and personalized products are entirely exempt from the right of return.
Shipping Costs and Refunds
Return shipping: You as the customer are responsible for the cost of return shipping and for the condition of the item during transport. We strongly recommend that you use a trackable shipping method.
Refund of original shipping: If you return a complete order in approved original condition, we will refund the full amount you paid, including the cost of our standard shipping (outbound shipping), in accordance with EU legislation. If you have chosen a more expensive express shipping option, only the amount for standard shipping will be refunded.
Refund time: Once we have received, inspected and approved your return, the refund is made automatically to your original payment method within 14 days (often faster, normally within 3–5 banking days depending on your bank).
Damage, Complaints and Problems
Check your delivery immediately upon receipt. If a product is defective, damaged in transit, or if you have received the wrong item, contact us directly at info@skinosverige.se or call +46767067723.
Proof requirement: For a complaint regarding an original defect or transport damage, clear photos of the damage as well as of the product's batch number (found on the packaging) are required.
Your statutory protection: Under the Consumer Sales Act, you have the right to file a complaint about original defects for up to 3 years. If the complaint is approved, we will of course cover free return shipping and offer a full refund or a new product.
Patch Test Recommendation (Allergies)
We always recommend that you perform a patch test on a small area of skin (e.g. the inside of your forearm) 24–48 hours before full use of a new skincare product. Any hypersensitivity reactions that occur after use without a prior patch test are your own responsibility and do not entitle you to a complaint, unless the product has a confirmed manufacturing defect.