Returns & Refunds policy

Order cancellations are allowed within 12 hours of placement, or until the order has been fulfilled, in order of whichever occurs first. Anything after these exceptions prior to shipment will be allowed to cancel but will receive store credit only. No cancellations will be accepted after shipment.

You are entitled to cancel your order within 1 hour of placing the order or before the order has been processed, or in order of whichever first occurs. Orders once processed cannot be cancelled. We normally process orders within an hour of receiving the order, but the time of dispatch may be longer than that.

In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement. It is our policy to seek confirmation of order cancellation request and customer is required to respond to that message within 3 hours after the cancellation request was made.You can inform us of your decision by e-mail sales@skincareclue.com, or through a text message if you provided your phone mumber in your order.

We will refund you no later than 3 days if we received your confirmation of order cancellation request with the stated period. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.

Conditions for returns:

Raw material products may not be returned. In order for other goods to be eligible for a return, please make sure that:

• The goods were purchased in the last 30 days

• The goods are in the original packaging

The following goods cannot be returned:

• The supply of goods made to your specifications or clearly personalized.

• The supply of goods which according to their nature are not suitable to be returned, for example goods which deteriorate rapidly or where the date of expiry is over.

• The supply of goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

• The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Returning Goods

You are responsible for the cost and risk of returning the goods to us. You should send the goods to the following address:

1602-25 Mabelle Ave. Toronto, ON. M9A 4Y1 Canada.

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.

Claim for Damaged, Lost or Missing Item

We will refund or replace damaged items only if they are reported and returned by the carrier company as damaged in-transit. You should inspect all packages at time of delivery and if damaged, please refuse the delivery, ask the delivery company to inform us and you should notify us immediately so that we may process your claim with the shipping company. For package shipped on our shipping account and was lost or damaged in-transit, we will handle the claim/loss information and re-ship the order to you once the claim has been paid.We will either issue a credit to your account or replace the order, if the claim is paid.

If a package was lost as a result of being delivered to a wrong address which is the same address provided in your order details, you will contact the shipping company to correct the delivery address or to arrange an alternative delivery method. There will be no refund, no credit or replacement. A claim for a lost item can only be initiated if the carriers last updated (EDD) Expected Date of Delivery has exceeded with more than 15 business days without any new information.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail sales@skincareclue.com