Refund policy
Returns & Refund Policy
Last updated: September 11, 2026
At Prime Skin Pro, customer safety, product integrity, and hygiene are extremely important to us. Due to the nature of cosmetics, skincare products, professional beauty products, and personal-care items, certain restrictions apply to returns and exchanges.
This policy does not limit any mandatory consumer rights available under applicable law.
Company Information
Prime Skin Pro is operated by:
PRIMESKIN PRO LTD
Registration No.: HE 496411
Registered in the Republic of Cyprus
Registered Office: Omirou 72, Flat/Office A1, 4044 Limassol, Cyprus
Email: info@primeskinpro.com
WhatsApp: +48 690 72 29 29
For all return, refund, damaged-product, or order-related enquiries, please contact us at info@primeskinpro.com.
Hygiene and Safety Restrictions
For health protection and hygiene reasons, cosmetics, skincare products, professional beauty products, personal-care products, and similar goods that are supplied sealed cannot be returned or exchanged once their protective seal, security seal, hygienic packaging, or other protective packaging has been opened, broken, removed, or otherwise compromised after delivery, where the product is no longer suitable for return for health protection or hygiene reasons.
Products that have been opened, used, tested, partially consumed, altered, or otherwise compromised cannot be resold as new and will therefore not normally be accepted for return where the applicable hygiene exception applies.
This restriction does not affect statutory rights relating to products that are defective, damaged, incorrectly supplied, not as described, or otherwise non-conforming.
European Union Customers
Consumers in the European Union generally have a statutory right to withdraw from an eligible distance purchase within 14 days of receiving the goods.
However, the right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons where the goods have been unsealed after delivery, in accordance with Article 16(e) of Directive 2011/83/EU and applicable national legislation.
Accordingly, eligible unopened and sealed products may be returned where the statutory right of withdrawal applies.
Once a hygiene-sensitive product has been unsealed after delivery, the statutory right of withdrawal may no longer apply.
United Kingdom Customers
UK consumers generally have cancellation rights for eligible distance purchases under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
However, cancellation rights cease to apply to sealed goods that are not suitable for return due to health protection or hygiene reasons once they have been unsealed after delivery.
Eligible products must therefore remain unopened, unused, and with all relevant seals and protective packaging intact to qualify for a change-of-mind return.
United States Customers
For customers in the United States, change-of-mind returns are governed by this Returns & Refund Policy, subject to any mandatory rights available under applicable federal or state law.
For health, hygiene, and product-integrity reasons, Prime Skin Pro does not accept change-of-mind returns of cosmetics, skincare, professional beauty, or personal-care products that have been opened, used, tested, or have had their protective or hygienic seal broken.
Unopened and unused products with all original seals intact may be eligible for return where permitted by this policy and applicable law.
Nothing in this policy excludes rights relating to products that are defective, damaged, incorrectly supplied, or otherwise protected by applicable law.
Eligible Returns
Where a statutory right of withdrawal or our return policy applies, a product must normally:
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be unopened and unused;
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remain in its original packaging;
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have all security, protective, and hygiene seals intact;
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show no signs of use, testing, alteration, or damage;
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include the original packaging and accessories supplied with the product.
Before returning any product, please contact us at:
Please provide your order number and details of the requested return.
Do not send products to our registered office without receiving return instructions from us first. The appropriate return address may depend on the product, supplier, warehouse, and fulfilment location.
Damaged, Defective or Incorrect Products
The hygiene restrictions above do not remove a customer's statutory rights where a product is defective, damaged, not as described, or an incorrect item has been supplied.
If you receive a damaged, defective, or incorrect product, please contact us as soon as reasonably possible at:
Please provide your order number and, where applicable, clear photographs of:
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the product;
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outer packaging;
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shipping label;
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damage or defect;
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batch number or other product identification.
We will review the matter and provide the appropriate remedy in accordance with applicable law.
Refunds
Once an eligible return has been received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be processed to the original payment method used for the purchase.
We do not normally issue refunds to a different card, bank account, or payment method.
For example, if an order was paid by credit or debit card, the refund will be returned through the payment provider to the original payment method used for that transaction.
Once Prime Skin Pro has processed the refund, the time required for the funds to appear in the customer's account depends on the customer's bank, card issuer, or payment provider. Refunds may take up to 10 business days to appear after processing.
If more than 10 business days have passed since we confirmed that a refund was processed, please contact us at info@primeskinpro.com.
If the original payment method is no longer available, the customer may need to contact their bank or payment provider regarding the incoming refund.
Where a refund to the original payment method is technically impossible, Prime Skin Pro will contact the customer to arrange an appropriate alternative where permitted by applicable law.
Refund rights and the amount refunded, including any applicable delivery charges, will be determined in accordance with this policy and applicable consumer law.
Return Shipping
For change-of-mind returns where the customer is legally responsible for return shipping, the customer is responsible for the direct cost of returning the goods.
Where goods are defective, damaged, incorrectly supplied, or applicable law otherwise requires Prime Skin Pro to bear the cost, return arrangements will be handled accordingly.
Please contact info@primeskinpro.com before returning any item.
Customers should retain proof of postage and tracking information for returned products until the return has been completed.
Non-Returnable Products
Subject always to mandatory consumer rights, returns cannot be accepted for:
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opened or used cosmetics;
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opened or used skincare products;
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opened or used professional beauty products;
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products with broken or removed hygiene or security seals where the hygiene exception applies;
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products that have been tested or partially consumed;
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products that cannot safely be resold for health or hygiene reasons after being unsealed;
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products damaged after delivery through misuse, improper handling, or improper storage by the customer.
This does not affect statutory rights relating to defective, damaged, incorrectly supplied, or non-conforming goods.
Exchanges
For health, hygiene, and product-integrity reasons, we do not normally offer direct exchanges of opened or used cosmetics, skincare, professional beauty, or personal-care products.
Where an unopened product is eligible for return, please contact us at info@primeskinpro.com for instructions.
If you wish to purchase a different product, you may be asked to return the eligible item and place a new order separately.
Order Cancellations
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
We will make reasonable efforts to cancel the order before fulfilment. However, cancellation cannot be guaranteed once an order has entered processing or has been dispatched.
Any mandatory cancellation or withdrawal rights available under applicable consumer law remain unaffected.
Contact Us
For all return, refund, cancellation, damaged-product, and order enquiries:
PRIMESKIN PRO LTD
Registration No.: HE 496411
Registered Office: Omirou 72, Flat/Office A1, 4044 Limassol, Cyprus
Email: info@primeskinpro.com
WhatsApp: +48 690 72 29 29
