Refund & Return Policy

 

Refund & Return Policy

Last updated: February 18, 2025

Thank you for choosing SkeenLab. Because our products are hygiene-sensitive and may come into direct contact with the skin, we follow a strict and transparent return and refund policy to ensure both customer satisfaction and product safety.

 

1. Scope of This Policy

This Refund & Return Policy applies to all purchases made through the SkeenLab online store, operated by Fornox LLC.

It covers:

  • Defective or damaged products

  • Wrong items received

  • Lost or missing shipments

  • Eligible sealed/unopened returns (see Section 4)

It does not cover general change-of-mind returns for opened products.

 

2. 60-Day Satisfaction Guarantee

We offer a 60-Day Satisfaction Guarantee from the delivery date.


If after consistent use during the 60-day period you feel you did not get the results you expected (for example, the blemish did not improve), you may submit a request to be reviewed for a refund.


Important: Results vary from person to person. Our device is intended for cosmetic and wellness support only and is not a medical treatment.

2.1 How it works (Refund Review Request)

 

To request a refund under the 60-Day Satisfaction Guarantee, you must:

 

  • Contact us within 60 days of delivery

  • Provide your order number

  • Provide the information we request to evaluate your claim fairly (for example, confirmation of routine/usage consistency and basic supporting details)

If your request is approved, we will provide the next steps.

 

3. Returns for Defective, Damaged, or Incorrect Items

If your item arrives defective, damaged, or incorrect, we will make it right.

Conditions:

You must:

  • Contact us within 7 days of delivery

  • Provide clear photos/videos showing the issue (package + product)

  • Include your order number and a brief description

Cost:

  • Replacement is free of charge

  • Return shipping (if required) is covered by us

Important: We cannot honor claims submitted after 7 days.

 

4. Hygiene & Eligibility Rules for Returns (Sealed Products Only)

Because our products are hygiene-sensitive, we can only accept returns under the following rules:

✅ Eligible returns

We can accept a return only if the product is:

  • Unopened

  • Unused

  • In its original packaging

  • Factory-sealed / still under the original seal

  • Returned in resellable condition (no damage, missing components, or altered packaging)

❌ Not eligible

 

We cannot accept returns if:

  • The product has been opened, even once

  • The seal has been broken, removed, or tampered with

  • The product shows any signs of use, wear, or damage

  • Original packaging/components are missing

  • The return is sent without authorization (see Section 6)

Once opened, the product is final sale for hygiene and safety reasons.

 

5. No Change-of-Mind Returns for Opened Products

Due to hygiene and safety regulations, we do not accept returns for:

  • “I changed my mind”

  • “I don’t want it anymore”

  • “I expected something different”

If the product is opened, it cannot be returned.

If the product is unopened and sealed, it may be eligible (see Section 4).

6. Return Process (Must Be Approved First)

Do not return any item without contacting us first. Unauthorized returns will not be accepted.

To start a return request, email hello@skeenlab.co within the applicable time limit.

Include:

  • Order number

  • Reason for request (sealed return, defective item, wrong item, etc.)

  • Photos/videos (required for defects/wrong items; may be requested for sealed returns)

  • Your full name and delivery address

 

We will review your request and provide:

  • Approval or clarification

  • Return instructions

  • The appropriate return address

Customer responsibilities:

 

  • Items must be returned with a trackable shipping method

  • The return must be shipped within 10 days of receiving approval

 

7. Return Shipping Costs

We cover return shipping for:

  • Defective or damaged items

  • Incorrect items sent by mistake

Customer covers return shipping for:

 

  • Approved sealed/unopened returns (change-of-mind)

  • Returns due to wrong/incomplete address entered at checkout

  • Any other approved non-defect return

Original shipping charges are non-refundable, unless the return is due to our error (wrong/defective item).

 

8. Refunds

Refunds are issued only when:

 

  • A return is approved and the sealed/unopened product is received and inspected; or

  • Your 60-Day Satisfaction Guarantee claim is approved and a refund is authorized by our team; or

  • A replacement is not possible (e.g., out of stock) in a defect/wrong-item case.

How refunds work:

  • Refunds are issued to the original payment method only

  • Once approved, processing typically takes 3–10 business days (your bank may take longer)

Shipping refund:

If the problem was caused by us (defective or wrong item), we may refund:

  • Product cost

  • Original shipping cost (if paid)

No refunds when:

  • The product has been opened / seal broken

  • The return was not authorized

  • The request was submitted outside the allowed time frame

  • The return does not meet the sealed/unopened eligibility requirements

 

9. Order Cancellation Policy

Orders can be canceled only before they are shipped.

Once you receive a tracking number or your order shows “shipped,” cancellation is no longer possible.

If you still want to return a sealed item, you must wait to receive the package and then request an authorized return under the rules above.

 

 

 

10. Lost, Stolen, or Missing Packages

If your tracking shows “delivered” but you did not receive your package:

 

  • Check with household members or neighbors

  • Verify with your local post office or carrier

  • Contact us so we can assist you

SkeenLab is not responsible for stolen packages marked as “delivered,” but we will help you investigate.


If your package is lost in transit, we will work with the carrier and provide a replacement once confirmed.

 

11. Non-Delivery Claims

If your order never arrived:

  • Notify us within 30 days of the expected delivery date

  • We will contact the carrier

  • If the parcel cannot be located, you may be eligible for a full refund or replacement

 

12. Return Address

The return address is not the same as the sender’s address.

We will provide the correct return address in your authorization email.

Do not ship your return before receiving approval.