We like to keep things simple here at Skins, so you can return any of our products within 30 days of delivery for a refund or exchange.

To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. They must be unopened to qualify for a refund or exchange. Opened or used goods unfortunately cannot be returned. If packages are sent to us in a bad condition, we unfortunately won't be able to give you a full refund or exchange.

How to return a faulty item:

1. We hate disappointing customers so will do our best to rectify the problem asap.
2. Add a note which states your name, address, order number, and reason for return.
3. Pack the item/s safe and securely.
4. Email to basicskincaremy@gmail.com for the return address.
5. We do advise customers to take all the necessary precautions to ensure that their parcels are sent via a secure and reputable courier company.
6. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
7. If you are approved, then your refund will be processed, and we would transfer the amount within 14 days.


Mistaken order

Occasionally, customers complain that we have fulfilled an order wrong. If this is due to a mistake at our end we will happily and immediately rectify this and have your order corrected. However, if the mistake is made on the customer's side, we will unfortunately not be able to pay for delivery costs to fix this issue. This is because we believe there are ample opportunities to check your order is correct before confirming your order. Also, your order is written out in full in the confirmation email you receive minutes after placing your order. If you spot a mistake at that stage, please let us know immediately and will may be able to correct it before your order is dispatched.

Cancelling orders

If you have not received your order dispatch email, we may be able to cancel your order. Drop us an email at basicskincaremy@gmail.com and we will try our best to catch it before it is collected. If your order has already been picked up by our couriers, we will be unable to cancel it.

Refusing delivery

1. In the unlikely event that you wish to refuse your delivery or it is unclaimed from a Pickup, you will be held responsible for the cost of returning the package to Skinsco. Furthermore, we cannot be held liable for any loss or damage incurred by your order during transit back to us.

2. When your return is back with us, you will be refunded the value of your order, minus admin and processing fees. The average admin and processing fee is RM20, however additional charges will be applied depending on order size and delivery address. These fees are calculated upon return of your order. We make no profit on this - this is what we are charged by our couriers to send and retrieve your parcel.