Return and Refund Policy

This policy applies to goods purchased directly through the Skinmedicine Inc. website. If you purchased through an authorized third-party platform, you may use that platform's process, but your mandatory rights against the responsible merchant remain available.

This policy operates with the Consumer Act of the Philippines, the Internet Transactions Act of 2023, the Civil Code, applicable Food and Drug Administration rules, express warranties, and other applicable law.

Contact us when goods are:

• defective, malfunctioning, unsafe, expired on delivery, or subject to a recall;
• damaged or lost without your fault;
• incorrect in item, brand, type, quantity, quality, condition, or specification;
• materially different from the description, image, sample, warranty, or agreed purpose; or
• missing advertised accessories, instructions, labeling, or other inclusions.

We may inspect or arrange assessment of the goods. Inspection will be reasonable and will not be used to delay or defeat a valid remedy.

Submit the request through the channel on our Customer Service / Contact Information page. Include your name, order number, affected item and quantity, date received, requested remedy, and a clear description of the issue. Photos, video, batch or serial details, packaging, and delivery records may help us assess the request, but we will not demand evidence that is unreasonable or unavailable.

Report transit damage, missing items, or an incorrect shipment as soon as reasonably possible so we can preserve courier evidence. A delayed report does not automatically remove a right that remains available under law.

Depending on the product, defect, safety risk, warranty, and applicable law, the available remedy may be repair, replacement with a like or equivalent conforming product, full or proportionate refund, recall action, or another appropriate remedy.

For a confirmed material defect, unsafe product, wrong item, non-delivery, or other fundamental non-conformity, we will not require you to accept store credit in place of a refund when the law gives you a refund right. Manufacturer warranties are additional to mandatory statutory remedies.

If replacement or refund requires return of the original goods, we will provide reasonable return instructions. When Section 20 of the Internet Transactions Act of 2023 or another law requires it, return will be at no cost to the online consumer and within a reasonable period.

Keep the goods, packaging, labels, accessories, and documentation reasonably available while the request is assessed. Do not use a product after discovering a suspected safety issue. We may apply a proportionate reduction only where permitted by law, such as for value lost through customer fault beyond what was necessary to inspect the goods.

Once a refund is approved and any required return or verification is complete, we aim to instruct the refund within ten business days using the original payment method, unless another method is agreed. Banks and payment providers may need additional processing time outside our control.

A refund for a valid defect or non-conformity will include amounts the law requires us to return. We do not charge a restocking, inspection, or return-shipping fee for a remedy where charging that fee is prohibited.

Philippine law does not generally require a merchant to accept a return solely because the customer changed their mind when the goods conform to the contract. At our discretion, we may approve a change-of-mind return if requested before dispatch or if the item is unopened, unused, resalable, and returned under written instructions.

For health, hygiene, safety, sterility, temperature-control, licensing, and anti-tampering reasons, we ordinarily do not accept discretionary returns of opened, used, custom-ordered, special-order, temperature-sensitive, sterile, implantable, injectable, prescription, short-dated, or clearance goods. These exclusions do not apply to a defect, damage, error, breach of warranty, or other legally protected ground.

Ask to cancel as soon as possible. We may approve cancellation before dispatch. Once paid goods are in a courier's possession or in transit, cancellation is subject to Section 19 of the Internet Transactions Act of 2023, the order terms, reasonable delivery costs where lawful, and any agreement between the parties.

We will refund a cancelled item that we cannot supply or lawfully deliver. Cancellation rules do not restrict remedies for goods that arrive defective, damaged, incorrect, or non-conforming.

Our return request is also our internal redress process. We will aim to resolve it promptly. Under the Internet Transactions Act of 2023, the internal mechanism is deemed exhausted if the complaint remains unresolved after seven calendar days from filing.

You may then use the escalation options in our Dispute Resolution Policy, including the Department of Trade and Industry's consumer complaint channels, another regulator with jurisdiction, alternative dispute resolution, or an appropriate court. We will not retaliate against a customer for asserting a legal right.