REFUND, CANCELLATION & RETURN POLICY

At MZ SKIN, we are committed to maintaining the highest standards of product quality, safety and customer care.

Due to the nature of skincare products and the importance of hygiene and product integrity, returns, cancellations and refunds are subject to specific conditions.

All requests must be supported by valid proof of purchase and reviewed in accordance with the procedures outlined in this policy.

Nothing in this policy affects your statutory consumer rights.

Cancellation window

Cancellation requests must be submitted within one hour of placing an order and before the order enters processing.

Once processing begins or the one-hour window has passed, we cannot guarantee that cancellation can be accommodated. This procedure does not affect any statutory cancellation rights that may apply.

How to request a cancellation

Please email [email protected] with the subject line "URGENT CANCELLATION REQUEST – ORDER #[Your Order Number]".

Include your order number, full name, delivery address and time of purchase.

All cancellation requests are subject to written confirmation from MZ SKIN. Submitting a request does not guarantee cancellation before dispatch.

Return eligibility

To protect the integrity of our formulations and uphold our hygiene standards, returns are subject to the following conditions.

Regular-priced products. Eligible regular-priced products may be considered for return in accordance with the applicable returns policy and statutory consumer rights.

Sale and promotional products. Sale and promotional purchases are generally considered final, except where statutory consumer rights apply, including where goods are faulty or not as described.

Defective, damaged or incorrect products. Where a product is received defective, damaged or incorrect, please contact Customer Care. Depending on the circumstances and your statutory rights, an appropriate remedy may include a replacement, repair or refund.

Proof of purchase

MZ SKIN reserves the right to request additional information to verify the original transaction.

Purchases made through third-party retailers

Products purchased through third-party retailers, department stores, marketplaces or other stockists must be referred directly to the original retailer.

If your MZ SKIN product was purchased from a third party, including an authorised stockist, please contact that retailer directly regarding any refund, return, exchange or purchase-related enquiry.

MZ SKIN cannot process refunds or exchanges directly for purchases made outside the official MZ SKIN website. Your statutory rights against the original retailer remain unaffected.

Products received as gifts

If you have received an MZ SKIN product as a gift and wish to request a return, replacement or exchange, the original proof of purchase and payment confirmation must be provided.

This may include:

• The original order confirmation or receipt.
• The original order number.
• Confirmation of the original payment transaction.

Where the product was purchased directly through MZ SKIN, our Customer Care team will review the request once the original purchase has been verified.

If the gift was purchased through a third-party retailer, the request must be directed to that retailer.

Any approved monetary refund will ordinarily be issued to the original payment method rather than the gift recipient.

Return process

Before returning any product, please contact [email protected] to request instructions and approval.

Unauthorised returns may not be processed. Customers should retain proof of postage and use an appropriate tracked delivery service.

Please follow the return instructions provided by our Customer Care team.

Refund eligibility

Where a physical return is required, refund requests will be reviewed following receipt and inspection of the product.

MZ SKIN may require:

• Valid proof of purchase.
• Confirmation of the original transaction.
• Supporting photographs or other evidence.
• Return of the product for inspection, where appropriate.

Refunds will be assessed in accordance with this policy and applicable consumer protection legislation.

Refund processing

Approved refunds will ordinarily be issued to the original payment method.

Processing may take up to 21 business days following inspection, subject to any shorter timeframe required by applicable law.

Refund values relating to promotional purchases, discounts or bundled offers will be calculated in accordance with the original transaction and applicable consumer rights.

Non-refundable items

Subject to applicable statutory rights, the following items are generally excluded from discretionary refunds or exchanges:

• Products purchased through third-party retailers or marketplaces, which must be handled by the original seller.
• Sale or promotional items.
• Gift cards.
• Complimentary gifts with purchase.
• Products purchased through unauthorised resellers.
• Products damaged through improper handling, misuse or incorrect storage.
• Products returned without the required proof of purchase or verification.

These exclusions do not remove any statutory remedies available for faulty, damaged or incorrectly supplied goods.

Reporting an issue

If your order arrives damaged, defective, incomplete or incorrect, please contact [email protected] as soon as possible.

To assist our team, please provide:

• Your original order number and proof of purchase.
• Photographs of the outer packaging.
• Clear photographs showing the product issue.
• A description of the concern.
• Delivery confirmation, where available.

Product verification

To ensure each request is assessed appropriately, MZ SKIN may request additional photographs, video evidence or the return of the affected product for inspection.

Once the issue has been verified, our Customer Care team will advise on the appropriate resolution in accordance with your statutory rights.

International deliveries may be subject to local customs procedures, import duties and taxes.

Where these charges are not included in the original purchase, they may be payable by the recipient.

Customs delays and import restrictions are subject to the regulations of the destination country.

Any refund or remedy will be assessed in accordance with applicable law and the circumstances of the order.

To ensure efficient processing, customers are requested to provide complete and accurate information when submitting a cancellation, return, refund or exchange enquiry.

All requests must include valid proof of purchase.

Requests submitted without the necessary documentation may be delayed while additional verification is obtained.

MZ SKIN reserves the right to decline discretionary requests that do not meet the requirements of this policy, without prejudice to applicable statutory rights.

MZ SKIN reserves the right to update this policy from time to time.

The most current version will be published on our official website. Any changes will be applied in accordance with applicable consumer protection legislation.

By placing an order through the official MZ SKIN website, customers acknowledge that they have had the opportunity to review this Refund, Cancellation & Return Policy.