Refund policy

Last updated: October 19, 2026

All Sales Are Final

Because our products are applied to the skin, we do not accept returns or exchanges, whether a product has been opened or not. We do not offer refunds for a change of mind or personal preference, including texture or scent. The only exceptions are described below.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or different from what you ordered, contact us at concierge@aqayskin.com within 7 days of delivery, as shown by the carrier's tracking. Your request must include your order number, a short description of the issue and clear photos of the product, its inner and outer packaging and the shipping label. Please keep all packaging until your request has been resolved. Requests received after 7 days, or without the required photos, cannot be accepted.

What We Offer

After reviewing your request, we will, at our discretion, send a replacement of the same product or refund the purchase price of the affected item. We may ask you to return the item according to our instructions, or to dispose of it. Return shipping costs are your responsibility. Shipping charges are non-refundable, except where required by law.

Not Eligible

Products not purchased directly on our Site, including products bought from retailers or distributors.
Orders delivered to a freight forwarder or reshipping service.
Damage caused by misuse, improper storage (such as heat or direct sunlight) or anything that happened after delivery.
Requests made more than 7 days after delivery.

Refused or Undeliverable Packages

If a package is returned to us because the address provided was incorrect or incomplete, or because delivery was refused or not collected, we may reship it at your expense, or refund the product price minus the original shipping charges and any return fees charged by the carrier.

Unauthorized Returns

Any package sent to us without our prior written authorization will be refused or disposed of, and no refund will be issued.

Refunds

Approved refunds are issued to the original payment method within 10 business days of approval. Your bank may need additional time to post the credit.

Abuse and Resale

We monitor order and refund activity. We may limit or refuse any request, in our sole discretion, if we find abuse of this policy, fraud or purchases made for resale.

Payment Disputes

If you have a concern about a charge, please contact us before contacting your bank so we can help. If a dispute is opened, we may share order, shipping and communication records with the payment processor.