Right of Withdrawal and Returns

1. Right of Withdrawal

1.1 Right of Withdrawal
When purchasing products through the Website, you always have a 14-day right of withdrawal in accordance with applicable consumer protection legislation. This means that you have the right to withdraw from your purchase by notifying Skinome within 14 days from the date on which you, or a person designated by you, received the ordered product (the withdrawal period).

1.2 Exercising the Right of Withdrawal
When exercising your right of withdrawal, the product must be returned within 14 days from the date on which you notified Skinome of your decision to exercise your right of withdrawal. The product must be securely packaged and returned in good condition. Returns must be made to Skinome in accordance with the methods and instructions set out by Skinome under section 2 Returns.

1.3 Costs and Diminished Value
When you withdraw from your purchase, Skinome will refund the amount you paid for the product, excluding any applicable return costs. Skinome is also entitled to deduct from the amount to be refunded an amount corresponding to any diminished value of the product compared with its original value, if and to the extent that such diminished value is the result of you handling the product beyond what is necessary to establish its nature, characteristics or functionality.

1.4 Refunds
Skinome will issue the refund as soon as possible, but no later than 14 days from the date on which we received your return and sent you a return confirmation by email. The refund will be made using the same payment method that you used when purchasing the product, unless otherwise agreed or there is an obstacle preventing such a refund.

2. Returns

2.1 Returns
When exercising your right of withdrawal, the products must be unused and unopened for the return to be accepted. For a return to be valid, you must also have received the package or collected it from the designated collection point. A package that is not collected and is automatically returned to us is not considered a valid return, and we may charge an additional fee in accordance with section 2.2.

If the products are damaged or have been used, no refund will be issued. Always check that your shipment is undamaged upon delivery.

You can register your return or complaint here. Enter your email address and order number and follow the instructions.

For returns, we charge a €9 return fee.

For an approved return or complaint, we will refund the amount of your order within 14 days.

2.2 Uncollected Packages
If you do not collect your package and it is automatically returned to us, we will charge an additional fee for the additional handling costs. We may also need to dispose of the product. As our skincare products are fresh, it is important to collect your package as soon as possible if you have chosen delivery to a collection point.

For uncollected packages, we charge a €19 fee.

2.3 Right to Make a Complaint
The right to make a complaint applies to products that are defective in accordance with applicable consumer protection legislation. If you discover that a product is defective when you receive your order, you should contact Skinome as soon as possible, but no later than 14 days after receiving your order.

Register your complaint here, after which we will contact you. Complaints made within two months from the date on which you discovered the defect are always considered to have been made within a reasonable period of time. You have a three-year right to make a complaint regarding products purchased through the Website.

2.4 Compensation in the Event of a Complaint
Once the product subject to the complaint has been returned and the complaint has been approved, Skinome will compensate you in accordance with applicable consumer protection legislation. Skinome aims to process the matter within 30 days of receiving the complaint, although in some cases this may take longer.

Skinome reserves the right to reject a complaint if it is determined that the product is not defective under applicable consumer protection legislation. When handling complaints, Skinome follows the guidelines of the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN), see www.arn.se. More information is available from the Swedish Consumer Agency at www.konsumentverket.se.

Last updated: 27 August 2026