Refund policy

Returns & Refunds Policy

Last updated: July 27, 2026

At SKINTIFIC, we handle all enquiries on a case-by-case basis with the goal of ensuring customer satisfaction. Each request will be reviewed fairly and reasonably according to the conditions below.

1. Order Cancellation

We accept order cancellations before an order has been processed or shipped.

  • No cancellation fee will be charged if the order is cancelled within 12 hours of being placed.

  • Cancellations requested after 12 hours may be subject to non-refundable transaction fees charged by the payment provider or platform.

  • If an order has already been shipped, we will attempt to intercept the parcel. If interception is unsuccessful, please follow the instructions provided by our customer service team.

To request a cancellation, contact cs@skintific.my with your order number.

2. Returns

SKINTIFIC accepts eligible returns within 15 calendar days of receiving the shipment.

Change-of-Mind Returns

No reason is required, provided that the product is:

  • Unused and unopened;

  • Unsealed and in like-new condition;

  • In its original packaging;

  • Complete with all gifts, accessories and promotional items;

  • Suitable for resale.

Return shipping fees, customs duties and other related charges are the responsibility of the customer.

For returns not caused by a SKINTIFIC product or fulfilment issue, applicable payment processing or transaction fees may be deducted from the refund.

Damaged, Defective, Incorrect or Missing Items

If your parcel contains a damaged product, damaged packaging, defective item, incorrect item or missing item, contact cs@skintific.my within 7 calendar days of delivery.

Please provide:

  • Your order number;

  • Clear photographs of the parcel and affected product;

  • Photographs of the shipping label;

  • An unboxing video, if available;

  • A description of the issue.

Our customer service team will review the supporting materials and provide an appropriate resolution.

3. Non-Returnable Conditions

Return or refund service will not be provided when:

  • The request is submitted more than 15 days after delivery;

  • The product has been opened, unsealed, used or artificially damaged;

  • The original factory seal has been broken;

  • The product is incomplete or missing its original packaging, gifts or accessories;

  • The returned item does not match the approved return request;

  • The returned parcel does not reach SKINTIFIC within 30 calendar days after return approval;

  • A Cash on Delivery order has already been shipped and is not eligible for return under the applicable COD fulfilment conditions.

Products that have been opened or used cannot be returned for hygiene, health and safety reasons.

4. Return Process

  1. Contact cs@skintific.my to submit a return request.

  2. Our customer service team will review whether the order is eligible.

  3. If approved, you will receive packing instructions and the designated return address.

  4. Return all approved products in their original packaging.

  5. The returned parcel must reach the designated return location within 30 calendar days after approval.

Do not send products back without prior approval.

5. Mistaken Returns

Please ensure that the correct and complete products are included in your return parcel.

If you accidentally return an unrelated or incorrect item, contact customer service immediately. SKINTIFIC cannot guarantee that mistakenly returned items can be located or returned, and compensation will not be provided for such items.

6. Refunds

Returned products will be inspected after they arrive at the designated warehouse.

Once the return passes inspection:

  • The refund will be issued to the original payment method within 5 business days;

  • A refund confirmation will be sent by email;

  • Your bank or payment provider may require an additional 7 business days or longer to post the funds.

If you have not received the refund after the applicable processing period, contact your bank or payment provider first. If the issue remains unresolved, email cs@skintific.my with your order number and relevant information.

7. Exchanges

SKINTIFIC does not currently offer direct exchanges.

If you require a different product or variant, return the eligible item according to this policy and place a new order.

Contact Us

For cancellation, return or refund assistance:

Email: cs@skintific.my