Refund policy

Return, Refund and Cancellation Policy

Last Updated: 17 July 2026

At Skinhack Beauty, we want customers to shop with confidence. This Policy applies to purchases made through our website and official Skinhack Beauty sales channels.

Nothing in this Policy limits any mandatory consumer rights available under applicable Egyptian law.

1. Change-of-Mind Returns

You may request a return within 14 calendar days of receiving your order, provided that:

• The product is unused, unopened, and untested.

• The original seal and protective packaging remain intact.

• The product is in its original condition and packaging.

• All labels, accessories, gifts, and promotional items are included.

• The order number or other reasonable proof of purchase is provided.

Because skincare and beauty products are personal, hygienic, and contamination-sensitive, products that have been opened, used, tested, unsealed, or tampered with cannot be returned solely because of a change of mind.

You must contact Skinhack Beauty before returning any product and follow the return instructions provided by our Customer Care team.

2. Products Not Eligible for Change-of-Mind Returns

A product is not eligible for a change-of-mind return if:

• It has been opened, used, tested, or partially consumed.

• Its seal or protective packaging has been removed or damaged.

• It is no longer in its original condition for a reason attributable to the customer.

• It has been damaged through improper use, handling, or storage.

• It cannot be returned in a hygienically safe and saleable condition.

• The return request is submitted after the applicable return period.

These restrictions do not apply where the product is damaged, defective, expired, contaminated, incorrect, or otherwise not in conformity with the confirmed order or applicable consumer rights.

3. Damaged, Defective, Expired, Incorrect, or Missing Products

Please contact us as soon as possible, and no later than 30 calendar days after delivery, if a product is:

• Damaged during delivery.

• Defective or leaking.

• Expired or suspected to be contaminated.

• Different from the product ordered.

• Missing from the delivered order.

• Otherwise not in conformity with the confirmed order.

To investigate the issue, we may request:

• The order number.

• The customer’s name and contact number.

• A description of the issue.

• Clear photographs or videos of the product and delivery packaging.

• The batch or lot number and expiry date, where visible.

• Other information reasonably required to assess the complaint.

Once the issue is verified, Skinhack Beauty will provide an appropriate remedy, which may include:

• A replacement product.

• A refund for the affected product.

• Another remedy required by applicable law.

Skinhack Beauty will bear the reasonable return and replacement delivery costs for verified incorrect, damaged, defective, expired, contaminated, or non-conforming products.

4. Skin Reactions and Product Suitability

Skincare and beauty products may perform differently depending on individual skin type, sensitivity, routine, storage, and method of use.

Dissatisfaction with a product’s texture, fragrance, finish, shade, or personal suitability does not automatically mean that the product is defective. Opened or used products cannot be returned solely because they did not meet personal expectations.

Customers should stop using a product and contact us where there is suspected contamination, unusual appearance or odor, leaking, damaged packaging, a missing seal, or another potential quality concern.

Please provide the order number, photographs, batch number, and expiry date where available. Repeated complaints involving the same product or batch may be escalated for quality-control review.

5. Return Shipping Costs

For an eligible change-of-mind return, the customer is responsible for the applicable delivery and return shipping costs unless Skinhack Beauty agrees otherwise or applicable law requires otherwise.

Any amount to be deducted from the refund will be communicated before the return is completed.

For a verified incorrect, damaged, defective, expired, contaminated, or non-conforming product, the customer will not be charged for the approved return, replacement, or refund remedy.

Products must not be returned through an unapproved delivery method or without adequate protective packaging.

6. Return Inspection

All returned products are inspected after receipt. We may check:

• Whether the request was submitted within the applicable period.

• Whether the returned product matches the order.

• Whether the product remains unopened and unused, where required.

• Whether the seal and packaging are intact.

• Whether all accompanying items have been returned.

• Whether the reported damage, defect, or non-conformity is confirmed.

We will notify the customer whether the request has been approved, requires further information, or does not meet the applicable return conditions.

A return will not be rejected where rejection would unlawfully limit a mandatory consumer right.

7. Refunds

Where a refund is approved, Skinhack Beauty will initiate it within seven calendar days after receiving the returned product and completing any reasonably necessary inspection.

Refunds will normally be made through the original payment method. For cash-on-delivery orders, or where the original payment method cannot receive a refund, an alternative refund method will be agreed with the customer.

Banks, payment providers, and electronic-wallet providers may require additional processing time after Skinhack Beauty issues the refund. These external processing times are outside our direct control.

For change-of-mind returns, applicable delivery and return shipping costs are not refundable unless otherwise agreed or required by law.

For verified incorrect, damaged, defective, expired, contaminated, or non-conforming products, approved delivery and return costs will not be deducted from the refund.

8. Replacements and Exchanges

We do not currently offer direct exchanges where a customer simply wishes to select another product, shade, size, type, or variant.

The customer may return the original product where it meets the applicable return conditions and place a separate order for the preferred product.

Where a product is verified as incorrect, damaged, defective, expired, contaminated, or non-conforming, a replacement may be offered subject to availability and applicable consumer rights.

Where a replacement is unavailable, an appropriate refund will be issued.

9. Order Cancellations

To request a cancellation, contact us as soon as possible after placing the order.

An order may be cancelled only before it has been processed, packed, or handed to the delivery provider.

Once an order has been dispatched, cancellation may no longer be possible. The customer may request a return after delivery, subject to the conditions of this Policy.

A cancellation request is not confirmed until Skinhack Beauty expressly confirms that the cancellation has been completed.

10. Refused or Uncollected Deliveries

Where a customer refuses or fails to receive an order without an approved cancellation, confirmed delivery error, or verified product issue, the order may be treated as an unsuccessful delivery.

Reasonable redelivery or return-to-sender costs may be charged or deducted from refundable amounts where permitted by law and communicated to the customer.

Repeated unjustified refusal of confirmed orders may result in restrictions on future cash-on-delivery orders. This does not affect legitimate complaints or mandatory consumer rights.

11. How to Submit a Request

Contact Skinhack Beauty Customer Care before returning any product:

Email: skinhackegypt@gmail.com
WhatsApp: +20 10 5560 0665

Please include:

• Your order number.

• Your full name.

• Your registered telephone number.

• The product name.

• The reason for the request.

• Photographs or videos where relevant.

Return instructions and the approved return destination will be provided after the request has been reviewed.

12. Fraud Prevention and Policy Misuse

Skinhack Beauty may investigate requests involving suspected fraud, product substitution, deliberate damage, false information, repeated abusive returns, or misuse of the return process.

This provision does not restrict legitimate complaints or mandatory consumer rights.

13. Policy Updates

Skinhack Beauty may update this Policy to reflect operational, regulatory, or service changes.

The version generally applicable to an order is the version published on the date the order was placed, unless a later version provides more favorable rights to the customer or applicable law requires otherwise.

14. Applicable Law

This Policy is interpreted in accordance with applicable Egyptian consumer protection requirements.

Where any provision of this Policy conflicts with a mandatory legal right, the mandatory legal right will apply.