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Refund Policy

Order Cancellations 

Many RawSkinFX products are handmade, custom-made, personalised, or prepared to order. As a result, certain orders may not be cancellable once production, preparation, packaging, or dispatch has begun. Orders for custom-made or personalised products may not be cancelled once work or production has commenced.

 

Customers wishing to request a cancellation should contact help@rawskinfx.com as soon as possible after placing an order. Cancellation requests are not guaranteed and will be assessed based on the production status of the order.

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RawSkinFX reserves the right to refuse cancellation requests where production, preparation, packaging, or dispatch has already begun.

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Returns and Refunds

Due to hygiene, safety, and product integrity reasons, RawSkinFX does not generally accept returns unless:

  • the item arrives damaged;

  • the item is faulty;

  • or a return is otherwise required under applicable consumer law.

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To request a return or refund, customers must:

  • contact help@rawskinfx.com within 14 days of confirmed delivery;

  • include the order number in the email subject line;

  • provide clear photographic evidence of any alleged damage, fault, or issue.

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Returned items must:

  • be unused;

  • remain unopened and in original sealed packaging;

  • be returned in the same condition received.

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RawSkinFX reserves the right to refuse refunds or returns where:

  • products show signs of use, tampering, misuse, or damage;

  • insufficient evidence is provided;

  • claims appear fraudulent, abusive, or inconsistent with delivery records;

  • return conditions are not met.

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Approved refunds will be issued to the original payment method only. Refund processing times may vary depending on payment providers and banks and can take up to 10 working days or longer to appear.

Shipping costs are non-refundable unless required by law.

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Exchanges

Exchanges may be offered solely at the discretion of RawSkinFX.

To qualify for an exchange:

  • items must be unused, unopened, and in original condition;

  • return shipping must use a tracked service;

  • customers are responsible for all return shipping costs unless otherwise required by law.

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RawSkinFX is not responsible for returned items lost or damaged during return transit. Once returned items are received and inspected, we will contact the customer regarding eligibility for an exchange.

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Non-Returnable Items

The following items are non-returnable and non-exchangeable unless faulty or legally required:

  • sale or discounted items;

  • custom-made or made-to-order items;

  • opened or used products;

  • hygiene-sensitive items;

  • gift cards or promotional items where applicable.

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Returns and exchanges are accepted only from the original purchaser.

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Fraud Prevention 

RawSkinFX reserves the right to:

  • investigate suspicious refund or return activity;

  • refuse service to customers suspected of abusing return policies;

  • refuse claims inconsistent with courier tracking or order records.

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False claims may be reported to payment providers or relevant authorities where appropriate.

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