Shipping, Delivery, Warranty & Returns

Free shipping

We offer free standard shipping to the UK and EU.

Worldwide shipping is available to eligible destinations, with free shipping on qualifying orders over €100, or the local currency equivalent where available.

Shipping options and availability may vary depending on the delivery country, product type, courier availability and checkout settings.

Dispatch and delivery times

We operate from Monday to Friday, excluding UK public holidays and courier holidays.

Delivery times are estimates and may vary due to courier delays, customs processing, local holidays, weather disruption, security checks or other events outside our control.

If your tracking has not updated for more than 7 days, please contact our support team.

Order tracking and delivery verification

Once your order has been dispatched, you will receive tracking details where available.

For security and delivery-verification purposes, certain high-value parcels may be shipped with enhanced tracking or delivery-verification tools. These are used to help confirm accurate and secure delivery.

Please make sure your delivery address is complete and correct at checkout. SkinovationLab® is not responsible for delays caused by incorrect or incomplete delivery details supplied by the customer.

International shipping

Yes, we ship internationally to eligible destinations.

For international orders outside the UK/EU, the buyer is responsible for any customs clearance, import duties, taxes, brokerage fees or local charges required in the destination country.

SkinovationLab® cannot control customs processing times or local import charges.

If an international order is refused, unclaimed, returned because customs charges were unpaid, or returned due to failed customs clearance, any refund may be reduced by the cost of outbound shipping, return shipping, customs fees, handling fees or other charges incurred.

Countries and regions we do not currently ship to

We do not currently ship to the following countries or regions:

Afghanistan, Belarus, Bhutan, Brazil, British Indian Ocean Territory, Brunei, Chad, Christmas Island, Cocos (Keeling) Islands, Congo - Kinshasa, Cook Islands, Costa Rica, Curaçao, Falkland Islands, French Southern Territories, Laos, Libya, Mayotte, Mongolia, Nauru, Niue, Norfolk Island, Pakistan, Palestinian Territories, Papua New Guinea, Pitcairn Islands, Russia, Samoa, Solomon Islands, Somalia, restricted regions in South Africa, South Georgia & South Sandwich Islands, South Sudan, St. Helena, St. Pierre & Miquelon, Taiwan, Timor-Leste, Tokelau, Turkmenistan, Tuvalu, U.S. Outlying Islands, Ukraine, Vatican City, Venezuela, Western Sahara and Yemen.

Shipping availability may change over time depending on courier coverage, legal restrictions, customs requirements and operational limitations.

Warranty

SkinovationLab® devices are covered by a 2-year limited warranty from the date of purchase.

The warranty covers manufacturer defects during the warranty period. If a device is confirmed as faulty under warranty, we will support you through the appropriate repair, replacement or warranty process.

Warranty claims must be started by contacting our support team before returning any item.

Please include:

• Your order number
• The email address used for the order
• The product name
• A description of the issue
• Clear photos or videos showing the issue where requested
• Proof of purchase from SkinovationLab® or an authorised seller

Warranty coverage does not apply to damage caused by accident, misuse, incorrect use, unauthorised repair, unauthorised accessories, incorrect voltage connection, improper storage, neglect, normal wear and tear or use outside the product instructions.

Devices must be used with authorised accessories, including the supplied or recommended charging cable where applicable.

This warranty applies only to products purchased from SkinovationLab® or authorised sellers.

Your statutory rights are not affected.

Returns summary

Most SkinovationLab® devices are covered by our 30-Day Return Promise for orders placed on or after 14 May 2026.

Please contact us before sending any item back. Returns sent without contacting us first may be delayed, refused, returned to sender, or may not be eligible for our voluntary return options.

Please include:

• Your order number
• The email address used for the order
• The product you wish to return
• The reason for return
• Whether the product is unopened, opened, lightly tested or faulty
• Clear photos where requested

Unopened returns

Unopened and unused eligible devices can be returned within 30 days of delivery for a full refund of the product price, provided:

• The return is approved by our support team before the item is sent back
• The device is unused
• The original packaging is intact
• The hygiene or manufacturing seal is intact
• All accessories, manuals, cables, gels, cases and included items are returned
• The item is returned in a resaleable condition

Customers are responsible for return postage for change-of-mind returns.

We recommend using a tracked and insured service. SkinovationLab® is not responsible for returned parcels that are lost, delayed or damaged in transit.

Opened or lightly tested device returns

For eligible SkinovationLab® devices, opened or lightly tested returns may be accepted within 30 days of delivery.

A device is considered lightly tested when it has been opened and used only briefly to assess basic suitability, handling and comfort. It must not show signs of extended, excessive or careless use.

Opened or lightly tested devices may be returned if:

• The return is requested within 30 days of delivery
• The return is approved by our support team before the item is sent back
• Clear photos are provided before return approval
• The device is clean and hygienic
• The device has no scratches, marks, dents, residue, staining or visible wear
• The device is fully functional
• All accessories, manuals, cables, gels, cases and included items are returned
• The original packaging is included
• There are no missing parts
• There is no sign of excessive use

If a returned device shows scratches, marks, residue, staining, visible wear, hygiene concerns, missing accessories, missing packaging, damage or signs of excessive use, we may refuse the voluntary opened return or apply a higher deduction to reflect the condition of the item.

KliaPro returns

Skincare, gels, accessories and hygiene-sensitive items

Opened skincare, gels, cosmetics, consumables, replacement parts, accessories and other hygiene-sensitive items cannot be returned as change-of-mind returns unless faulty.

Unopened and unused items may be returned within 30 days of delivery if approved by our support team before return, provided:

• The packaging is intact
• The hygiene or manufacturing seal is intact
• The item is unused
• The item is in resaleable condition

Faulty items

Faulty items are handled separately from change-of-mind returns.

If you believe your device or item is faulty, please contact us before returning it. We may ask for photos, videos, troubleshooting information or other details so we can assess the issue quickly.

If a fault is confirmed, we will support you through the appropriate warranty or statutory-rights process. The 10% hygiene inspection and restocking deduction does not apply to confirmed faulty items.

Where we ask you to return a faulty item, we will provide return instructions and you will not be charged for return postage where a return is required by us.

Your statutory rights are not affected.

Return postage

For change-of-mind returns, customers are responsible for return postage.

Please use a tracked and insured service. SkinovationLab® is not responsible for returned parcels that are lost, delayed or damaged in transit.

For confirmed faulty items, return postage is handled separately through our support and warranty process.

Refunds

Once your return is received, we will inspect the item and confirm whether it meets the return conditions.

• Approved refunds will be issued to the original payment method
• For unopened and approved returns, we will refund the product price
• For opened or lightly tested approved returns, we will refund the product price minus the 10% hygiene inspection and restocking deduction
• Original upgraded shipping charges, if any, are not refunded for change-of-mind returns
• If you received free standard shipping, there is no outbound shipping charge to refund

Refunds are normally processed within 10 days of receiving and inspecting the returned item. Your bank or payment provider may take additional time to show the refund in your account.

Products purchased from third-party retailers

This policy applies only to products purchased directly from skinovationlab.com.

If you purchased from a third-party retailer, authorised reseller or marketplace, please contact the original seller. Their return and refund policy will apply.

Final sale items

Items marked as final sale are not returnable or refundable as change-of-mind returns unless faulty.

Your statutory rights are not affected.