Refund policy
We want you to be happy with what you buy. Because skincare is a hygiene product, our policy is built around keeping every item safe and sealed for the next customer.
Exchanges
We offer exchanges on unopened, sealed items within 7 days of delivery. The product must be unused, in its original packaging, with seals intact.
What we can't accept
- Opened or used products
- Items with broken or removed seals
- Items returned after 7 days
- Products not purchased from The Skin Lineup
This is for hygiene and safety — once a skincare product is opened, we can't resell it, and we won't pass a used item to anyone else.
Damaged, wrong, or faulty items
If your order arrives damaged, incorrect, or faulty, we'll make it right — a replacement or a resolution, at no extra cost. Message us within 48 hours of delivery with a photo of the item and your order number.
How to request an exchange
- Message us on WhatsApp within 7 days with your order number.
- Tell us what you'd like to exchange and why.
- We'll confirm whether it qualifies and arrange the next steps.
Return shipping
For exchanges of unopened items, return delivery is arranged between us case by case. For damaged, wrong, or faulty items, we cover it.
Refunds are not offered for change of mind; we offer exchanges as above. Your statutory rights as a consumer under Sri Lankan law are unaffected.