Refund policy
RETURNS
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
The customer has the right to a 14-day return under the following:
- Product is damaged
- Received wrong product
- Regret of purchase.
All refunds require a receipt or proof of purchase (customer email with the order confirmation).
Before a refund can be issued, all items must be returned to Chatea Skin for approval. Items must be in the original packaging, unused, unopened, and in the same condition as received.
In particular circumstances, we allow partial reimbursement, i.e. item is damaged or has defects for reasons that are not due to an error on our part (product complaint).
Once the item has been inspected, an email will be sent with approval or rejection. If approved, the refund will be processed, and funds reimbursed.
When making a return that is not a defect/damage or wrong item from Chatea Skin, the returnee is responsible for shipping costs. Ship with tracking and insurance is recommended. We cannot guarantee that we will receive your returned item for untracked shipments.
To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@chateaskin.co.uk
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at hello@chateaskin.co.uk
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@chateaskin.co.uk