Skynova distributes medical-grade and professional-use products that are subject to strict health, safety, and product-integrity requirements. This Policy explains when returns and refunds may be granted.
1. Eligible Returns
Returns or refunds may be considered only in the following limited circumstances:
- You received an incorrect item.
- Your shipment arrived visibly damaged or with broken seals.
- A demonstrable fulfillment or shipping error occurred on Skynova’s part.
2. Non-Returnable Products
For health, safety, sterility, and cold-chain reasons, the following items are non-returnable and non-refundable once shipped:
- Injectable products (including fillers, neurotoxins, biostimulators, and saline)
- Sterile or single-use products
- Opened, unsealed, or partially used products
- Medical devices and professional-use equipment
- Temperature-controlled or cold-chain products
- Discounted, clearance, or final-sale items
3. Claim Submission
- All claims must be submitted within seven (7) calendar days of delivery.
- Claims must include order number, photographic evidence of the issue, and a written description.
- Damaged shipments should be photographed before unpacking when possible.
- Submit claims to our support team using the contact details on our website.
4. Refund Timelines
Approved refunds are processed to the original payment method within seven (7) to ten (10) business days after authorization. Depending on your bank or card issuer, posting times may vary. Klarna and Afterpay refunds are handled under their respective terms.
5. Damaged Products
If your shipment arrives damaged, refuse the delivery when possible and notify us within 48 hours. Photograph the package and contents, retain all packaging materials, and contact our team so we can file a carrier claim and arrange replacement or refund where appropriate.
6. Shipping Errors
If you received an incorrect item, do not open or use the product. Contact our team within seven (7) days for a prepaid return label and replacement of the correct item.
7. Discretion
Skynova reserves the right, in its sole discretion, to determine eligibility of any return, replacement, or refund claim. Approval of one claim does not establish a precedent for future claims.