Refund & Returns

Last updated: March 2026

At Skin Cart, we want you to love your skincare. If something isn’t right, we’re here to help. Below you’ll find our policy for returns, exchanges, and refunds.

📦 14-day return window

You may return most items within 14 days of delivery for a full refund or exchange. To be eligible, the item must be:

• Unused and in the same condition you received it.
• In its original packaging (with any seals intact).
• Accompanied by proof of purchase (order number or receipt).

Please note: we cannot accept returns on sale items or gift cards unless required by law.

⚠️ Important conditions

• Perishable goods (like face masks or natural products) are final sale and cannot be returned for hygiene reasons.
• Damaged or defective? If you receive a faulty item, contact us immediately – we’ll replace or refund it, including return shipping costs.
• Change of mind? You’re welcome to return, but you’ll be responsible for return shipping fees.

🔄 How to start a return

1. Email us at info@skincart.co.ke with your order number and reason for return.
2. We’ll provide the return address (Hurligham, Nairobi, SilverPool Office Suites, B26) and any further instructions.
3. Pack the item securely and ship it back. We recommend using a trackable service.
4. Once received and inspected, we’ll notify you about the approval or rejection of your refund.

💰 Refunds

If your return is approved, a refund will be processed to your original payment method within 5–7 business days. Depending on your bank, it may take additional time for the credit to appear.

Late or missing refunds? First, check your bank account again. If it’s been more than 10 business days, contact us at info@skincart.co.ke and we’ll sort it out.

🔄 Exchanges

Want to swap for a different shade or product? The fastest way is to return the original item (as described above) and place a new order. Once your return is accepted, we’ll issue a refund and you can shop again.

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