A STEP BY STEP GUIDE TO RETURNS

We know from time to time you might not be happy with a product you’ve bought from SkinCareRX. We want to make sure the process is as easy as possible and we have a dedicated customer services team ready to help you if you wish to make a return. Please follow our simple step by step guide below.

Step 1

The easiest way to get in touch is through Live Chat, by logging into your account. You can also reach us on 801-252-4626 during working hours.

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Step 2

Chat to one of our advisors. We will need your order number which can be found in your order confirmation email. Please note we cannot refund unwanted items unless they are returned unopened.

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Step 3

We will require photographic evidence if you are returning a damaged item or if something has gone wrong with the item. Please have this ready before speaking to an advisor.

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Step 4

You will need to post your item back to us. Please note, shipping costs are only covered if there is a problem with your order.

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Step 5

Once your advisor has registered your return, we will send you a pre-paid returns label to your email address.

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Step 6

Mail your return package. If a refund has been requested, this will be completed within 14 days of us receiving the package.

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Refunds & Returns

How long does it take to get a refund?

We aim to refund all returns within 14 working days after we have received the item at our warehouse.

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease and with absolute minimal inconvenience.

Why can’t I speak to the same agent?

To help minimize customer waiting times, and to also operate 24 hours, our system means that we cannot guarantee that you will speak to the same agent every time. Rest assured we have a comprehensive notes system for every customer.

As we post internationally you may speak to an international agent. All our customer service agents are fully trained to support you.

Why can’t I get a refund?

We do not refund unwanted items and we do not refund postage on unwanted items. We will not refund postage costs where we find no reported damage or fault once the return is received.

In all other circumstances we will refund postage together with your item. We ask you to provide a receipt of the postage back to us.

Why do I need to provide a photographic evidence / doctor’s certificate if I’ve had an allergic reaction?

Unfortunately not every return claim made is legitimate and we need to ensure evidence is provided by customers. This allows us to maintain competitive pricing for all customers.