Refund policy

Last updated: 7 july 2026


At Pro Skin, we want you to be happy with your purchase. If something is not right, we are here to help.

1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers in the UK have the right to cancel their order within 14 calendar days of receiving their goods, without providing a reason.

To request a return, please contact us at:

info@proskin.co.uk

You must notify us within 14 days of receiving your order.

After confirming your return request, items must be sent back within 14 days.

 

2. Return Conditions

To be eligible for a return:

  • The product must be unused and unopened.

  • The product must be in its original packaging.

  • Proof of purchase (order number or confirmation email) is required.

Due to hygiene and safety reasons, we cannot accept returns of opened or used skincare products unless the item is faulty, damaged, or incorrect.

Return address:

Pro Skin Returns

4 Chadwick avenue, OX136RJ, Milton, Oxfordshire

London, United Kingdom

Please do not send items back before contacting us, as returns sent without prior approval may not be accepted.

 

Damaged, Faulty or Incorrect Items

Please inspect your order when you receive it.

If your product arrives:

  • damaged;

  • faulty;

  • incorrect;

please contact us as soon as possible at:

info@proskin.co.uk

Please include:

  • your order number;

  • a description of the issue;

  • photographs of the product and packaging.

We will review the issue and arrange an appropriate solution, such as a replacement or refund.

Non-Returnable Items

The following items cannot be returned:

  • Opened or used skincare products (unless faulty);

  • Gift cards;

  • Digital products once delivered;

  • Products marked as final sale.

If you are unsure whether your item qualifies for a return, please contact us at:

info@proskin.co.uk

Exchanges

We currently do not offer direct exchanges.

If you would like a different product, please return your original item (if eligible) and place a new order separately.

European Union Customers – 14-Day Cooling-Off Period

If your order is delivered to the European Union, you have the right to cancel your purchase within 14 days of receiving your goods without giving a reason.

Returned products must be:

  • unused;

  • unopened;

  • in original packaging.

This does not affect your statutory rights regarding faulty or incorrectly supplied products.

Refunds

Once we receive your returned item, we will inspect it and notify you whether your refund has been approved.

If approved:

  • refunds will be issued to your original payment method;

  • processing usually takes 3–5 business days from approval;

  • your bank or payment provider may require additional time to display the funds.

If you have not received your refund after this time, please contact:


info@proskin.co.uk