Refund policy

Brand: SknBiome
Entity: Continuum Aesthetics Private Limited, New Delhi
Customer Care: support@sknbiome.com | +91-9354606738 (10:00–18:00, Mon–Sat)
Effective Date: 1st October 2025

1) Shipping

  • FREE shipping on orders above ₹599. Orders ₹599 and below: ₹80 shipping charge.
  • Batch IDs may vary based on stock rotation. All products are 100% authentic.
  • Estimated delivery times are indicative and may be affected by circumstances beyond our control.

2) Cancellations

  • Before dispatch: You can cancel by contacting Customer Care.
  • After dispatch: You may refuse delivery at the doorstep.
  • Combo packs: Partial cancellation isn’t available; cancelling any item in a combo cancels the entire combo/order.
  • Refund for cancellations: Initiated within 48–72 business hours after approval.
  • If shipment returns to warehouse (RTO/rejection): Refund is initiated within 24–48 hours after QC.

Note: If an order has been handed over to the delivery partner, they may still attempt delivery. Please refuse the shipment if you no longer wish to receive it.

3) Returns & Exchanges

A. Defective/Incorrect Delivery (raise within 2 days of receipt)

Eligible reasons include: damaged, missing, empty box, used product delivered, incorrect/wrong, expired, quality/authenticity concern.

Mandatory evidence:

  1. Unboxing video (continuous, from unopened outer carton to product reveal, with SknBiome tape/seal visible). Click Here for reference video.
  2. Clear photos showing the issue, outer carton, inner packaging, product, and visible batch/lot and barcode.

Outcome: Refund or replacement at no extra cost, subject to stock availability.
Return condition: Items should be returned in original packaging with seals/labels/barcodes intact where feasible.

B. General Returns (buyer’s remorse/other reasons; raise within 5 days of receipt)

Mandatory evidence:

  1. Unboxing video as above.
  2. Photos of unopened product/packaging, batch/lot and barcode.
  • Refund route: Return-for-refund attracts a ₹300 deduction (logistics/processing).
  • Replacement route: ₹150 re-shipping fee applies; replacement is subject to stock.
  • Condition: Products must be unused, in original packaging, outer carton undamaged, and security seal/barcode intact.
  • Shelf-life note: Products expiring within 4–6 months from order date are not eligible for exchange unless wrong/damaged/broken on delivery.
  • Combo packs: Must be returned as a whole; do not open individual items if you intend to return.

Non-returnable cases (unless defective/incorrect on delivery):

  • Misuse/overuse; physical damage not reported at delivery; used/altered items.
  • Missing original packaging/tags/labels/freebies/accessories.
  • Tampered serial/barcodes.
  • Requests after the applicable return window.

Healthcare note: For safety and regulatory reasons, returns of prescription medicines once dispensed are generally not accepted, except for issues such as damage in transit, wrong/expired product, recall, or quality concerns. Storage/temperature integrity may be verified during QC.

Return/Exchange Process

  1. Contact support@sknbiome.com or +91-9354606738 within the applicable window (2 days for defective/incorrect deliveries; 5 days for general returns).
  2. Provide Order ID and submit the mandatory unboxing video and photos (including batch/lot).
  3. We’ll schedule a pickup within 3–4 business days for eligible cases.
  4. After QC at our warehouse, we will:
    • Refund: Initiate within 2–4 business days, to the original payment mode. For COD orders, we will collect bank details securely; banks may take up to ~7 business days to reflect the credit.
    • Replace: Ship the replacement after applicable fees (if any) are confirmed and stock is available.
  5. For defect/quality cases, the item may be forwarded to the manufacturer/vendor for investigation to help prevent recurrence.

4) Additional Information

  • Replacement delivery typically occurs within 5–7 days after pickup/QC (location dependent).
  • Lost or damaged return shipments arranged independently by the customer (i.e., not via our scheduled pickup) are not refundable/exchangeable.
  • SknBiome may update this policy at any time; changes apply prospectively and will be posted with an effective date.
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