Refund policy
We want you to love your skin and your experience with us. If something’s not right with your order, we’re here to help — within the structure of the policy below.
🗓 Return Window
We offer a 30-day return policy. You must request a return within 30 days of receiving your order.
✅ Eligibility for Returns
To be eligible for a return:
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The item must be unopened, unused, and in original packaging
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The product seal must be intact
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You must provide proof of purchase (e.g. order confirmation or receipt)
Returns that don’t meet these conditions will not be accepted.
Note: We reserve the right to make case-by-case exceptions at our discretion.
💌 How to Start a Return
Please email us at support@shophavenskin.com with your order number and reason for return.
If your return is accepted:
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You will receive return shipping instructions
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You are responsible for the return shipping cost
Items sent back without prior return authorization will not be accepted.
🚚 Damaged, Incorrect, or Missing Items
Please inspect your order upon arrival. If your item arrives damaged, defective, or if something is missing:
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Email us within 7 days of delivery
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Attach photos of the product and packaging
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If approved, we’ll issue a full refund, including the original shipping cost
Without visual proof, we cannot guarantee a refund for damaged items.
📦 Marked Delivered, But Not Received
If your package is marked as delivered but hasn’t shown up:
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Contact us and your local carrier within 3 days
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We’ll help file a claim with the shipping provider
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If the claim shows a delivery error, we’ll issue a replacement or refund
If the carrier confirms delivery, we cannot offer a refund or replacement unless there is evidence of mishandling.
🚫 Non-Returnable Items
We do not accept returns on:
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Opened or used skincare products
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Gift cards or promotional items
🔁 Exchanges
We do not offer product exchanges at this time. If you’d like a different item, please return the original (if eligible) and place a new order.
🇪🇺 EU 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days — for any reason. Items must be unopened, unused, and in original packaging.
💳 Refunds
Once we receive and inspect your return:
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If approved, we’ll issue a refund to your original payment method within 10 business days
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Please allow additional time for your bank or credit card provider to process the refund
If it’s been more than 15 business days since your refund was approved, contact us at support@shophavenskin.com.