If you’re not happy with your purchase, please contact our customer service to arrange a return. You’ll receive a return reference number. You have 14 days from the day you receive your order to return items. After this period, we cannot accept returns unless the product becomes faulty within a few weeks of use.

If your product arrives damaged, inform us within the 14-day return window (including weekends).

Email us with your full name and order number to speed up the process.

All returned items must be in saleable condition, in their original packaging, unopened, undamaged, and unused. If there is a factory seal, it must remain intact. Items not meeting these standards will no longer be eligible for return, refund, or exchange.

Items that are used, opened, damaged, or not in resalable condition may be subject to inspection. We will contact you for instructions—either to dispose of the items or to have them returned to you at your cost.

Most returns are at your expense—no free return service. We recommend using a tracked delivery service and including a completed return slip inside the package. We are not responsible for items lost or damaged in transit, so ensure they are well protected and sealed.

If your order included a free gift, this gift must also be returned; otherwise, its value will be deducted from your refund.

Once we receive and inspect your return, we will process a refund for the item(s), excluding shipping costs. Returns must be received within 14 days of delivery.

If you received a free returns form, keep a copy until your return is complete. We suggest requesting proof of posting when sending items back.

After processing, you will get a confirmation email with details of the refunded amount and the items received. Refunds are issued to the original payment method used.

We aim to process refunds within two working days after confirming receipt of the returned items.

All transactions are in GBP, and refunds will be in GBP as well. The Skin Aesthetics by Dina is not responsible for any currency conversion or bank charges.

Additional Return Reasons – Skin Aesthetics by Dina

Besides our standard return rules, there are other situations where you may need to return items. Below is more information on returns for the following cases:

• Damages, Shortages, or Incorrect Products
• Faulty Products
• Product Sensitivity or Reactions
• Refused or Undeliverable Packages

To investigate claims of faulty or damaged products, we usually require the product and its packaging to be returned to Skin Aesthetics by Dina. To support your claim, please take photos of the outer packaging (including the shipping label) and the item’s contents upon receipt.

If any items are missing from your package, you must notify us within 14 working days. We will then check the current inventory and total weight of the package to verify the issue. Claims made after this period may not be eligible for re-dispatch or refund.

Return Policy for Damaged or Incorrect Items – Skin Aesthetics by Dina

We do our best to check all items before shipping to ensure high quality. However, due to security seals, we cannot always confirm that goods will function perfectly upon receipt.

Please inspect all items thoroughly when you receive them, including packaging materials. Some small items may be wrapped in the same paper used to fill empty space in the package. Any damages, shortages, or incorrect items must be reported to Skin Aesthetics by Dina within 14 days (including weekends) of receipt. Please include full details, photos of all packaging and contents, your full name, and your order number to help us process your claim quickly. Claims made after 14 days may not be accepted.

If a return, refund, replacement, or exchange is needed, we will guide you through the process via email. This may involve filling out a Non-Receipt of Goods Declaration Form.

Once we receive the faulty or damaged item, we will issue a refund or send a replacement as soon as possible. Shipping for replacements will be free. If you choose a refund, the cost of the product will be returned, excluding any shipping fees paid.

To process a refund or replacement for items damaged during transit, the items must be returned to our warehouse. We can provide a freepost returns label or arrange collection, but the items must be properly sealed or repacked to prevent leaks. Failure to secure the package may result in the courier refusing collection.

Skin Aesthetics by Dina is not responsible for damages, shortages, or incorrect products reported after 14 days. Also, please note that leaving your package in a safe place (such as outside your porch, garage, or with a neighbor) may void your right to claim for missing items or lost packages.

Faulty Items – Skin Aesthetics by Dina

If you think you’ve received a faulty product, please contact Skin Aesthetics by Dina immediately with details of the issue.

Returns for faulty products are handled on a case-by-case basis, and the decision on whether a return is accepted is made by our Customer Care Team.

Please notify us of any faulty goods within 14 days of receiving your order.

Airless Pump Products
If you received a vacuum-sealed airless pump product that is new or seems to have more liquid inside but isn’t pumping it out, there might be an airlock.

You can often fix this yourself and continue using the product. Follow these steps:

1. Cover the nozzle with your finger and pump about 20 times to prime the pump. If it still doesn’t dispense, move to step 2.
2. Turn the product upside down. There are usually 1 or 2 tiny holes at the bottom, near the center or edge, depending on the brand.
3. Use a paperclip, straighten it out, and insert it into the bottom of the bottle about 1-2cm deep. Push gently to release the disc inside, which may be stuck at the bottom.
4. Push upward and pump again to see if the product dispenses.

If you’re unable to get the product to dispense properly, please contact us so we can arrange a replacement.

Product Sensitivity or Reactions – Skin Aesthetics by Dina

If you experience any sensitivity or reaction to products purchased from Skin Aesthetics by Dina, stop using the product immediately and contact our customer care team.

In most cases, we can advise you on how to reintroduce the product into your skincare routine. If we cannot find a solution, we may recommend stopping use of the product temporarily or permanently.

We usually cannot accept the return of used items. However, some of our skincare brands do offer a reactions form, and we may then consider a partial or full refund if appropriate.

Depending on the issue, you might need to fill out a detailed Product Reaction Form, which must be included in your return. The item may also be sent back to the manufacturer for testing.

Please take photos of the reaction over several days, both during the irritation and after your skin has recovered. These pictures help us understand the reaction and prevent similar issues for others.

If your return is approved based on a reaction, the product must be returned within 7 days. After this period, the return window will close, and the item will no longer be eligible for return.

Please note: It is the customer’s responsibility to patch test new products before use. Always check that new products are compatible with other skincare treatments or products you are using, as this can affect your results.

Refused or Undeliverable Packages – Skin Aesthetics by Dina

When we ship orders within the UK, DPD will attempt delivery twice before returning the package to us.

If your parcel is returned to Skin Aesthetics by Dina due to an incorrect address or multiple failed delivery attempts, a re-delivery fee will apply.

Re-delivery costs are:

• UK Mainland: £5.00
• All other locations: the same fee as the original shipping charge

If your package is returned, we will contact you within 2 working days to ask how you want to proceed.

If you decide to cancel your order instead of re-delivery, we will refund the cost of the purchased items minus the original shipping fee (if applicable). A £10 processing fee will also be deducted to cover postage materials, transaction charges, and the return process.