Refund policy

RETURN & REFUND POLICY

SK Cosmetics ("we," "our," or "us") sells cosmetics, skincare, personal care, and beauty accessories through www.skcosmetics.com in accordance with the laws of the United Arab Emirates, including Federal Decree-Law No. 15 of 2020 on Consumer Protection and its Executive Regulations.

This policy explains when we accept returns, exchanges, replacements, store credit, or refunds for orders placed through our website.

IMPORTANT NOTICE — COSMETICS, SKINCARE & PERSONAL CARE PRODUCTS

For hygiene and product-safety reasons, cosmetics, skincare, and personal care products cannot be returned once opened, used, unsealed, or tampered with. This protects every customer: we cannot restock or resell a product once its seal is broken. The only exceptions are items that arrive defective, damaged, expired, incorrect, or contaminated — or where UAE law requires us to accept the return.

1. WHEN YOU MAY REQUEST A RETURN, REPLACEMENT, OR REFUND

Contact us if:

  • you received the wrong item
  • the item arrived damaged, leaking, or broken
  • the item is expired
  • the item has a manufacturing defect
  • there is a safety or quality issue affecting normal use
  • the item delivered does not match what you ordered

Where a defect, safety issue, or supply error is confirmed, UAE consumer-protection law requires us to repair, replace, or refund at no cost to you, depending on the case. We honour that fully.

2. ITEMS ELIGIBLE FOR RETURN

A. Unopened and unused products Returnable if all of the following apply:

  • you request the return within 14 days of delivery
  • the product is unopened, unused, and in resalable condition
  • the outer packaging, seal, label, and box are intact
  • the product has not been damaged by misuse, mishandling, or improper storage after delivery

B. Defective, damaged, incorrect, or expired products Eligible for replacement or refund even if opened — provided the product was opened only as far as needed to identify the problem. Subject to review and verification.

3. ITEMS NOT ELIGIBLE FOR RETURN OR REFUND

Unless UAE law requires otherwise, we do not accept returns of:

  • opened, used, or tested cosmetics or skincare products
  • products with broken seals or missing original packaging
  • products damaged after delivery through misuse, neglect, accident, or improper storage
  • items returned without proof of purchase
  • free gifts, promotional items, or samples
  • gift cards and store-credit vouchers
  • items marked final sale, clearance, or non-returnable — except where defective or non-compliant with applicable law

Nothing in this policy limits your mandatory rights under UAE law for defective, non-conforming, or unsafe products.

4. WHEN TO CONTACT US

  • Within 48 hours of delivery — wrong items, visible damage, leakage, or missing items. Early reporting lets us verify the issue with our courier and warehouse while records are fresh.
  • Within 14 days of delivery — standard returns of unopened, unused items.
  • As soon as reasonably possible — hidden defects, quality issues, or safety concerns discovered later.

Late reporting does not waive your mandatory rights under UAE law; it only makes verification slower.

5. HOW TO REQUEST A RETURN OR REFUND

Contact us at:

SK Cosmetics Dubai, United Arab Emirates
Email: support@skcosmetics.ae
WhatsApp: +971 52 222 5526

Include:

  • your order number
  • your full name
  • the product name
  • a clear description of the issue
  • clear photos (and a short video if we request one)
  • photos of the outer parcel if the issue relates to shipping damage

We may ask for additional information before approving a request.

6. REVIEW AND APPROVAL

Once we receive your request, we will review it and may:

  • approve a return
  • offer a replacement
  • offer store credit
  • issue a partial or full refund
  • decline the request if the item does not meet the conditions in this policy

Where a defect, safety concern, or non-conformity is confirmed, we provide the appropriate remedy at no cost to you, as required by UAE consumer-protection law.

7. CONDITION OF RETURNED ITEMS

Approved returns must be sent back in the condition we instruct. Do not continue using a product after discovering an issue.

We may reject returned items that:

  • do not match the approved return request
  • show use beyond what was necessary to identify the issue
  • arrive incomplete
  • were damaged by misuse or improper storage after delivery

8. RETURN SHIPPING COSTS

  • Our error (defective, expired, damaged on arrival, or incorrect items): we bear the reasonable return shipping cost, or arrange collection where possible.
  • Convenience returns (approved returns of unopened, unused items): the customer may be responsible for return shipping.

Under UAE consumer-protection principles, where the reason for a return or exchange is attributable to the seller, the seller bears the related costs.

9. REFUND METHOD AND TIMING

Approved refunds go back to the original payment method where possible. Store credit may be offered as an alternative if you agree and the law permits.

Refund timing depends on:

  • your payment provider and bank processing times
  • the return inspection process
  • confirmation from our logistics or warehouse team

Shipping fees, customs duties, taxes, and similar charges are non-refundable unless the return is due to our error, the item is defective or non-compliant, or a refund is otherwise required by law.

10. EXCHANGES

Where stock allows, we may offer an exchange instead of a refund for:

  • damaged, defective, or incorrect items
  • unopened, unused items approved for exchange

Exchanges are subject to product availability.

11. INTERNATIONAL ORDERS

For orders shipped outside the UAE:

  • you are responsible for confirming the products can legally be imported into the destination country
  • you are responsible for customs duties, VAT, taxes, and clearance fees unless stated otherwise
  • we are not responsible for customs delays, holds, refusals, or import restrictions imposed by destination-country authorities

For hygiene and safety reasons, we may decline returns of internationally shipped beauty products unless the item is defective, incorrect, damaged on arrival, expired, or the law requires the return.

If an international order is refused or not cleared through customs for reasons not caused by us, original shipping fees, return shipping fees, customs charges, and related costs may be deducted from any approved refund.

12. ORDER CANCELLATIONS

Orders can be cancelled before dispatch. Once an order is processed, packed, or shipped, cancellation may no longer be possible — at that point, the standard return process applies instead.

Approved pre-dispatch cancellations are refunded to the original payment method.

13. IMPROPER RETURNS

We reserve the right to refuse returns or refunds where:

  • the claim is false, abusive, or unsupported
  • the item was intentionally damaged
  • the issue results from misuse, improper storage, failure to follow usage instructions, or an allergic reaction not caused by a product defect
  • the product was purchased from an unauthorised seller rather than directly from us

14. YOUR CONSUMER RIGHTS

This policy complies with UAE consumer-protection requirements and does not exclude or restrict any non-waivable rights you hold under UAE law — particularly for product defects, lack of conformity, or safety concerns. Any term that attempts to waive those rights is void under UAE law. You may also raise complaints through the UAE Ministry of Economy or your local consumer-protection authority.

15. CONTACT US

SK Cosmetics Dubai, United Arab Emirates
Email: support@skcosmetics.ae
WhatsApp: +971 52 222 5526