Return and Refund Policy

Last Updated: January 15, 2025

Overview

SknCove is committed to customer satisfaction. This policy outlines the terms and conditions for returns, exchanges, and refunds for all products purchased through our website.

Return Eligibility

Returnable Items

• Products must be returned within seven (7) calendar days from the date of delivery
• Items must remain unopened and in original, undamaged packaging
• All original accessories, instructions, and documentation must be included
• Products must be in resalable condition

Non-Returnable Items

• Opened skincare products (due to hygiene and health safety regulations)
• Products showing signs of use or damage not caused by SknCove
• Items returned beyond the 7-day return window
• Products without original packaging or proof of purchase

Return Process

Initiating a Return

1. Contact our customer service team at hello@skncove.com within 7 days of delivery
2. Include your order number, reason for return, and photos of the product if applicable
3. Await return authorization and shipping instructions
4. Returns shipped without prior authorization may not be processed

Return Shipping

• Customers are responsible for return shipping costs unless the product was defective or damaged upon arrival
• We recommend using a trackable shipping service for returns over ৳500
• SknCove is not responsible for items lost or damaged during return shipment

Refund Policy

Processing Timeline

• Refunds are processed within 5-7 business days after we receive and inspect returned items
• Original payment method will be credited for the refund amount
• Customers will receive email confirmation once refund is processed

Refund Amounts

• Full product price will be refunded for eligible returns
• Original shipping charges are non-refundable unless product was defective
• Return shipping costs are deducted from refund amount unless product was defective

Payment Method Refunds

• bKash/Nagad: Refunded to original mobile number within 3-5 business days
• Bank transfers: Processed within 5-7 business days
• Cash on Delivery: Refunded via bKash or bank transfer (customer to provide details)

Exchange Policy

Exchange Eligibility

• Product exchanges accepted within 7 days of delivery
• Exchanges limited to same product category of equal or lesser value
• Price differences for higher-value exchanges must be paid separately
• Subject to product availability

Exchange Process

• Follow same initial steps as return process
• Specify desired replacement product
• New product shipped upon receipt of original item
• Customer responsible for shipping costs both ways unless product defective

Defective or Damaged Products

Immediate Reporting Required

• Defective or damaged products must be reported within 24 hours of delivery
• Contact hello@skncove.com with order details and clear photos of damage
• Include photos of both product and packaging if damaged during shipping

Resolution Options

• Full refund including all shipping costs
• Free replacement product with expedited shipping
• Partial refund if customer chooses to keep damaged item

Limitations and Exclusions

Health and Safety

• Due to the personal nature of skincare products, opened items cannot be returned for hygiene reasons
• Products showing signs of use, tampering, or damage cannot be accepted for return

Timeframe Restrictions

• All return requests must be initiated within 7 calendar days of delivery
• Products returned after this period will be sent back to customer at their expense

Shipping Damage

• SknCove is responsible for products damaged during initial shipment
• Customers responsible for damage occurring during return shipment

Contact Information

For all return and refund inquiries:

• Email: hello@skncove.com
• Phone/WhatsApp: +8801889787049
• Response time: Within 24 hours during business days

Policy Modifications

SknCove reserves the right to modify this return and refund policy at any time. Changes will be effective immediately upon posting on our website. Continued use of our services following policy changes constitutes acceptance of the revised terms.

Governing Law

This policy is governed by the laws of Bangladesh. Any disputes arising from returns or refunds will be resolved according to Bangladesh consumer protection regulations.