Return & Refund Policy

Last Updated: July 4, 2026

At SkinCiti, customer satisfaction is important to us. We strive to provide genuine skincare products and high-quality professional skincare services. This Return & Refund Policy explains the conditions under which products and services may be returned, exchanged, cancelled, or refunded.

By placing an order or booking a service through our website or mobile application, you agree to this policy.

1. Product Returns

You may request a return if:

1. You receive the wrong product.
2. You receive a damaged product.
3. You receive a defective product.
4. The product is expired upon delivery.
5. The product is incomplete or missing essential components.
6. The product is significantly different from what you ordered.

To be eligible for a return:

1. The request must be submitted within 7 days of receiving the product.
2. The product must be unused, unopened, and in its original packaging.
3. All original labels, seals, accessories, and invoices must be included.
4. Proof of purchase is required.

SkinCiti reserves the right to inspect returned products before approving any refund or replacement.

2. Non-Returnable Products

For hygiene, safety, and health reasons, the following items cannot be returned or exchanged unless they were delivered damaged, defective, or incorrectly:

1. Opened skincare products
2. Used cosmetic products
3. Personal care items
4. Products with broken manufacturer seals after delivery
5. Customized or specially ordered products
6. Gift cards or promotional vouchers
7. Products marked as "Final Sale" or "Non-Returnable"

3. Damaged or Incorrect Orders

If you receive a damaged, defective, expired, or incorrect product:

1. Notify SkinCiti within 48 hours of delivery.
2. Provide your order number.
3. Share clear photographs of the product, packaging, shipping label, and invoice if requested.
4. Do not use the product before contacting us.

Once verified, we may offer:

1. A replacement product
2. A full refund
3. Store credit, where applicable

4. Refund Process

Once your returned product has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed using the original payment method whenever possible.

For Cash on Delivery (COD) orders, refunds may be processed through bank transfer, digital wallet, or another mutually agreed method after verifying your account details.

Processing times may vary depending on your payment provider or financial institution.

5. Exchange Policy

Eligible products may be exchanged for the same product if:

1. The original item is damaged or defective.
2. The wrong item was delivered.
3. The product is unavailable for replacement, in which case a refund or store credit may be offered.

Exchanges are subject to stock availability.

6. Order Cancellation

Product Orders

Customers may cancel an order before it has been packed or dispatched.

Once an order has been shipped, it cannot be cancelled and must follow the return process, if eligible.

Clinic Appointments

Appointments may be cancelled or rescheduled before the scheduled appointment time.

Repeated cancellations or missed appointments without prior notice may affect future booking privileges.

7. Treatment & Service Refunds

Due to the personalized nature of skincare treatments, consultation fees and completed services are generally non-refundable.

Refunds for treatments or services may only be considered in exceptional circumstances, including:

1. Duplicate payment
2. Billing errors
3. Cancellation by SkinCiti where no alternative appointment or service can be provided
4. Other situations where a refund is required under applicable law

Individual treatment results vary from person to person. Differences in treatment outcomes do not automatically qualify for a refund.

8. Delivery Charges

Shipping or delivery charges are generally non-refundable unless:

1. The wrong product was delivered.
2. The product arrived damaged due to shipping.
3. The return is caused by an error on the part of SkinCiti.

9. Return Shipping

If the return is approved due to an error by SkinCiti, we may arrange product collection or reimburse reasonable return shipping costs where applicable.

If the return is requested for reasons not caused by SkinCiti, the customer may be responsible for return shipping expenses.

10. Fraud Prevention

SkinCiti reserves the right to refuse returns, exchanges, refunds, or account privileges if fraudulent activity, misuse of the return policy, repeated abuse, or suspicious behavior is detected.

11. Refund Exceptions

Refunds may be refused if:

1. The product has been opened or used.
2. The product is damaged due to customer misuse.
3. The return request is submitted after the applicable return period.
4. Required proof of purchase cannot be provided.
5. The product falls under the non-returnable categories listed in this policy.

12. Policy Updates

SkinCiti may revise this Return & Refund Policy from time to time to reflect changes in business practices or legal requirements.

The latest version will always be available on our website and mobile application.

13. Contact Us

If you have any questions regarding returns, exchanges, cancellations, or refunds, please contact us.

SkinCiti

Website: https://skinciti.com.np

Email: support@skinciti.com.np