Refund policy
Refund Policy
This policy applies to orders placed on the Skinfleek EU website (skinfleek.com/en-eu). The seller is PACHNIKOV 01 EOOD, UIC 205994706, 79 Hristo Botev Blvd, Sofia, Bulgaria.
1. Your 14-day right of withdrawal
As a consumer in the European Union, you have the right to withdraw from your purchase within 14 days, for any reason and without giving a reason.
The 14 days start on the day you (or a person you name, other than the carrier) receive the goods. If your order arrives in several parcels, the 14 days start on the day you receive the last parcel.
To meet the deadline, it is enough to send us your withdrawal statement before the 14 days have passed.
2. How to return an item
- Send an email to contact@skinfleek.com with your order number and the items you want to return. You can also use the model withdrawal form in our Terms of Service, but this is not required. Any clear statement is enough.
- We will reply with return instructions and, where applicable, a return shipping label.
- Send the items back to us without undue delay and no later than 14 days after you told us about your withdrawal.
Please contact us before you send anything back. This helps us identify your parcel and process your refund quickly.
3. Condition of returned items
Please take good care of the items while they are with you and send them back in the same condition in which you received them, unused and, where possible, in their original packaging.
You may handle the items only as much as needed to check their nature, characteristics and how they work (as you would in a shop). You are responsible for any loss in value caused by handling the items more than this.
4. Items that cannot be returned
For health protection and hygiene reasons, the right of withdrawal does not apply to sealed goods that have been unsealed after delivery. This includes:
- cosmetic and shave-care products (for example creams, gels, oils and scrubs) whose seal or protective packaging has been opened;
- razors and razor blades whose seal or protective packaging has been opened, or that have been used.
If you are not sure whether your item can be returned, please contact us before opening it.
5. Return shipping costs
If you withdraw from your purchase, you pay the cost of returning the items to us.
- If we send you a return shipping label, the cost of that label will be deducted from your refund.
- If you arrange the return yourself, you pay the carrier directly and nothing is deducted for return shipping.
If the item is faulty, damaged or not what you ordered, we pay the return shipping costs (see section 6).
6. Faulty, damaged or wrong items
Please check your order when you receive it. If an item is faulty or damaged, or you received the wrong item, contact us as soon as possible at contact@skinfleek.com with your order number and, if possible, a photo. We will review the issue and make it right. In these cases you do not pay any return shipping costs.
This does not affect your statutory rights under EU consumer law.
7. Refunds
If you withdraw from your purchase, we will refund all payments we received from you for the returned items, including the original standard delivery cost, minus any return shipping costs as described in section 5.
- We will make the refund without undue delay and no later than 14 days after the day we received your withdrawal statement.
- We will refund you using the same payment method you used for the original purchase, unless you have expressly agreed to something else. You will not pay any fees for the refund.
- We may withhold the refund until we have received the items back, or until you have sent us proof that you have sent them back, whichever happens first.
Please note that your bank or card provider may need some extra time to process and show the refund on your account. If you have not received your refund within the time described above, please contact us at contact@skinfleek.com.
8. Exchanges
The fastest way to get the item you want is to return the item you have and, once the return is accepted, place a new order for the new item.
9. Questions and more information
For any question about returns, contact us at contact@skinfleek.com.
You can find more information about your rights as a consumer in the EU at https://europa.eu/youreurope/citizens/index_en.htm.