Refund & Return Policy

Last updated: 21 July 2026

1. What this policy covers

This policy applies to skincare and wellness products purchased from SkinRev Pte Ltd, trading as SkinRev Lab, whether in person at our centre or through our website, and to treatments and treatment packages purchased from us.

In summary: products and treatment packages are non-refundable, and we do not accept returns for change of mind. Faulty, damaged or incorrectly supplied goods are always remedied, and a small number of treatment situations still attract a refund. Each is set out below.

2. Products are non-refundable

Specifically, we are unable to accept a return where:

• You have changed your mind about the purchase;
• The item has been opened, used, or had its seal broken;
• You have decided the product does not suit your skin or preference;
• The item was bought in error, or in the wrong variant or size;
• The item is a gift card or voucher.

This applies to purchases made in person at our centre and through our website.

Please ask before you buy

Because products cannot be returned, we would much rather advise you properly first. If you are unsure whether something suits your skin, ask our Aesthetic Specialist before purchasing — that is what we are here for. We can talk you through ingredients, suitability and how a product fits alongside your treatments.

3. Faulty, damaged or incorrect items

The rule above covers change of mind. It does not apply where something has gone wrong with the product itself. You are always entitled to a remedy if an item is faulty, damaged in transit, expired on arrival, or is not the product you ordered.

Contact us within 7 days of receiving the item, with:

• Your proof of purchase — a receipt or order confirmation;
• Photographs of the item and its packaging showing the problem;
• A short description of what is wrong.

Where a fault is confirmed, we will offer a replacement, exchange or full refund, and we will cover any return delivery cost. The fact that a faulty item has been opened does not prevent a remedy — you cannot reasonably discover a fault without opening it.

If an order you have paid for is never delivered, contact us and we will resolve it or refund you in full.

4. How to report a faulty or incorrect item

• Message us on WhatsApp at +65 8266 9585 or email [email protected] within 7 days of receiving the item.
• Include your proof of purchase, the item concerned, and photographs showing the problem. Photographs help us resolve faults faster.
• We will confirm the remedy and tell you whether to bring the item in or send it back.
• Items may be brought to our centre at 1 Raffles Link, #B1-28, CityLink Mall, during opening hours (Mon–Sun, 11am–8pm).

Please contact us before sending anything back, so we can confirm the return and make sure it reaches the right place.

5. How refunds are issued

Where a refund has been approved under section 3, or under the limited treatment exceptions in section 6, it is issued to the original payment method.

We aim to process approved refunds within 14 days of confirming the remedy or receiving and inspecting the returned item. The time it then takes to appear on your statement depends on your bank or card issuer.

Where an item was purchased as part of a bundle or with a promotional discount, the refund reflects the amount actually paid for that item rather than its standard price.

6. Treatments and packages

• Completed treatments are not refundable. Once a session has been performed it cannot be returned, and results vary between individuals as set out in our Terms of Use.
• Packages are non-refundable and non-transferable. Amounts paid for a package, including any unused sessions remaining in it, are not refundable and cannot be exchanged for cash, credit or transferred to another person.
• Promotional and first-timer rates apply once per new client on the first session and are not exchangeable for cash or credit.
• Where a package has a stated validity period, it will be made clear to you at the time of purchase.

Where a refund still applies

The following are limited exceptions where we are the party unable to provide what you paid for. Nothing in this policy removes them:

• If we cancel or cannot provide a treatment you have paid for, and no suitable alternative is agreed with you, the amount paid for that treatment will be refunded.
• If we assess a treatment as unsuitable or unsafe for you at consultation, any amount paid for that treatment will be refunded or credited.
• Where a refund is required by law — see section 7.

If a medical condition, injury or other significant change in circumstances prevents you from continuing a package, please speak to us. We are not obliged to refund, but we will look at the situation with you and do what we reasonably can.

If you are unhappy with a treatment, please tell us as soon as possible. We would much rather discuss it with you and put it right than have you leave dissatisfied.

7. Your statutory rights

This policy operates alongside your rights under Singapore law, including the Consumer Protection (Fair Trading) Act and the Sale of Goods Act. Nothing in this policy limits or excludes those rights.

Where any statement in this policy conflicts with a right you have under Singapore law, your statutory right applies.

8. Contact us

For any question about a return, refund or exchange, contact us on WhatsApp at +65 8266 9585 or email [email protected]. We respond during opening hours, Monday to Sunday, 11am to 8pm.