We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. The item should be returned promptly after that time.

To be eligible for a return, your item must be in the same condition that you received it, UNUSED (see exceptions below) and in original packaging. You’ll also need to provide the original proof of purchase / Skincare by Dr V order reference number.

To start a return, please contact us at: sales@skincarebydrv.com

Please return the package via tracked post and email us the proof of postage along with the tracking number. Once we receive the item, your refund will typically be processed within 14 working days, minus any non-refundable items (see list below).

Refunds will always be issued to the same payment card or method used for the original purchase.

DAMAGES & ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You will be offered a replacement, partial refund or full refund depending on the nature of damage. Please email a photo of the damage along with your claim.

SKIN REACTIONS

If you have experienced a skin reaction, please notify us as soon as possible with a detailed description of the symptoms, how and when the products were applied, and information about any other products used.

Reactions can sometimes result from A) an adjustment phase, B) layering too many new products at once, or C) an allergic response to a specific product. It's important to identify the potential cause, as it's unlikely that multiple products are responsible. We always recommend patch testing and gradually introducing new products over 1-2 weeks.

If you’re trying a product for the first time, we advise purchasing a single unit and performing a patch test on a small area before applying it to larger areas. 

In the event that you purchase multiple units without a trial, please only open one to test, as we cannot refund multiple units that have been used together if a problem arises later. Similarly, if you re-order a product with known unsuitability or encounter an issue later, only the latest order can be refunded.

NON-REFUNDABLE ITEMS

1. Used products - except for where it is agreed A) the product is demonstrably faulty, B) a verified skin reaction has occurred (within 30 days of delivery) - only 1 unit of the same product refundable if multiple used.
2. Used products purchased against website product guidelines or customer service advice for the user's skin type or skin concerns.
3. Un-used products older than 30 days past the delivery date.
4. Items that have not been returned or were 'returned to sender' as per courier tracking but not received back to us.
5. Items that have gone missing due to the customer providing incorrect address details at time of purchase, or not paying customs taxes.
6. Shipping fees - where the order delivery failed due to: A) the recipient not collecting the parcel in time after missing a delivery, or B) the item address provided by the customer being incomplete or incorrect, or C) the customer refusing to pay or not paying customs duties (where applicable).
7. Free Shipping value - where the item being returned benefited from 'free shipping' due to a qualifying minimum order value, the customer will be refunded the product value minus the standard fee of the shipping method used, upon return of the item back to us. At the time of writing, this is £3.49 for local shipping, or £12-19.95 for international shipping. For example, if the value of the free shipping order being returned is £100, the customer will be refunded £96.51 (if a local order).
8. Return shipping costs (to UK) - the costs the customer may incur in returning an unwanted item. The return shipping address is in the United Kingdom, where we are based. To avoid unnecessary inconvenience, we recommend trying a single unit first rather than bulk-buying products you have not used before.

OTHER DEDUCTIONS

In certain circumstances, a refund administration fee may be deducted from the refund amount. This applies when deliveries fail and the order is returned to sender. Common examples include:

• The customer providing an incorrect postal address at checkout
• The customer missing a delivery and failing to collect from the nominated collection point
• The customer not paying applicable customs taxes

The administration fee will be the lower of £5 or 10% of the order value, plus the value of any ‘free shipping’ if originally applied to the order.

MAXIMUM REFUND VALUE

The maximum refund in case of damages or non-delivery of item is the full value you have paid for the products including sales tax and shipping. We cannot refund your return costs or any customs duty/taxes paid, but claims for the latter can be made to the courier. Further compensation cannot be offered for delays, errors, reactions or any other issue.