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REFUND AND RETURN POLICY

 Refund & Return Policy – Skincare Hub

Welcome to Skincare Hub. We are committed to providing you with 100% authentic, high-quality skincare products. This policy is in accordance with the Consumer Protection Law of the United Arab Emirates and is designed to ensure a fair and transparent experience for all our customers.

1. Our Commitment to Authenticity

At Skincare Hub, we guarantee that all products, including those from brands like CeraVe, are genuine and sourced from official distributors. If you believe you have received a counterfeit product, please contact us immediately for a full investigation and refund.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive an item that is not what you ordered, we will correct the issue immediately.

  • Reporting the Issue: You must notify us within [e.g., 7 days] of receiving your order by emailing us at [Your Customer Service Email] or contacting us via our website’s contact form. Please include your order number and clear photographic evidence of the issue.

  • Resolution: Upon verification, we will offer you a choice of:

    • A full refund to your original payment method.

    • A replacement of the same item, if available.

    • We will cover all return shipping costs for verified damaged, defective, or incorrect items.

3. Change of Mind / Unopened Items

For hygiene and safety reasons, particularly with skincare and cosmetic products, we are unable to accept returns for items that have been opened or used. However, we may offer a refund or store credit for unopened, unused items.

  • Eligibility: You may return an unwanted, non-defective item within [e.g., 7 days] of delivery, provided it meets all the following conditions:

    • The product is unused and in its original, sealed packaging.

    • Any tamper-evident seals, stickers, or protective wrapping must be intact and not broken.

    • All original tags and accessories are included.

    • You provide the original proof of purchase (invoice or order confirmation).

  • Important Note: The customer is responsible for all shipping costs associated with returning an unwanted item. The item must be returned via a trackable and insured shipping method, as we are not responsible for packages lost in transit.

  • Exclusions: Items that are non-returnable include:

    • Products that have been opened or used.

    • Items with broken or removed seals.

    • Any product where a free gift or sample was provided, and the original product is being returned.

4. How to Initiate a Return

  1. Request a Return: Log in to your Skincare Hub account, go to “My Orders,” select the order, and click “Request a Return.” If you checked out as a guest, please email our customer service team with your order number.

  2. Await Authorization: Our team will review your request and send you a return authorization number and detailed instructions on how to package and ship your return.

  3. Ship the Item: Clearly mark the return authorization number on the outside of your package. Returns sent without a valid authorization number may be rejected.

5. Refund Processing

  • Once we receive and inspect the returned item(s), we will notify you of the status of your refund.

  • Approved refunds will be processed to your original payment method within [e.g., 7-14 business days]. Please note that refund times may vary depending on your bank’s policies.

  • Original shipping fees are non-refundable, except in cases where the return is due to our error or a defective product.

6. Contact Us

If you have any questions or concerns about our refund and return policy, please do not hesitate to contact our customer service team.

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