Returns & Refunds Policy

1) Eligibility window

You may request a return within 14 days of delivery.

Returns are accepted only for unused, unopened products in original packaging with all seals and safety stickers intact.

2) Hygiene & safety

For skincare, opened or used items are not eligible for return or refund due to hygiene regulations.

Final-sale items, samples/trial sizes, gift cards, and promotional gifts are non-returnable.

3) Defects, damage, or wrong item

Inspect your order on arrival. Report issues within 48 hours of delivery with photos (outer box, inner packaging, product, and label).

If confirmed defective/damaged/incorrect, we will replace or refund the item (including reasonable return shipping, if requested). Replacements are subject to stock availability.

4) How to request a return

Email us at care@hylora.skin with your order number and reason.

We'll issue a Return Authorisation (RMA) with instructions. Unauthorised returns may be refused.

5) Condition checks

Returned items are inspected on receipt. Items that are opened, used, tampered with, or not in resaleable condition will be declined and can be shipped back at your cost.

6) Shipping & fees

For change-of-mind returns (non-defective):

• You are responsible for return shipping.
• Original shipping fees are non-refundable.
• We may apply a 10% handling/restocking fee to cover inspection and processing.
• Use a trackable method; we are not responsible for returns lost in transit.

7) Bundles & sets

Kits/sets/bundles must be returned complete and unopened. Partial returns are not accepted.

8) Refund method & timing

Approved refunds are issued to the original payment method (or store credit if preferred) within 5–10 business days after inspection. Processing times may vary by bank.

9) Price adjustments

We do not offer price adjustments on prior purchases.

10) International orders

Duties, taxes, and import fees are non-refundable. Return shipping for change-of-mind is at the customer's cost.

11) Small-batch variation

Our products are made in small batches; minor colour/viscosity variations are normal and not defects.

12) Abuse & fraud

We reserve the right to refuse returns that do not meet this policy or show patterns of misuse.