Refund policy

Returns and Refunds Policy

Last updated: 12th October 2026

We hope you are happy with your CSKIN order. If you change your mind or there is a problem with an item, the following policy explains your rights and how to contact us.

Cancelling an Online Order

You have the right to cancel an eligible online order without giving a reason. You must tell us that you wish to cancel within 14 days of receiving your order.

After notifying us, you must return the eligible goods within a further 14 days. To begin a return, email info@cskin.org with your name, order number and the item or items you wish to return. We will provide the return instructions and return address.

Eligibility for Change-of-Mind Returns

You may inspect eligible products as you would in a shop. Please return them with their original packaging where possible. We may reduce your refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the product’s nature, characteristics and functioning.

For products supplied sealed that are unsuitable for return for health protection or hygiene reasons, the right to cancel is lost if that seal is broken after delivery.

These exclusions do not affect your rights where an item is faulty, damaged, incorrectly supplied or not as described.

Returning an Item

Please contact - info@cskin.org before sending a return so that we can provide the correct return instructions and address.

For change-of-mind returns, you are responsible for the cost of returning the item. We recommend using a tracked postal service and retaining proof of postage.

Please package the products securely. We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

 Refunds

Eligible refunds will be issued to the original payment method. We will process the refund without undue delay and no later than 14 days after we receive the returned goods or, if earlier, after you provide evidence that they have been sent back.

For an eligible cancellation of the whole order, we will also refund the cost of our least expensive standard delivery option. Any additional amount paid for an enhanced or express delivery service will not be refunded.

Your bank or payment provider may take additional time to place the funds back into your account after we issue the refund.

Faulty, Damaged or Incorrect Items

If an item arrives faulty, damaged, incorrectly supplied or not as described, please contact info@cskin.org as soon as reasonably possible. Include your order number, a description of the issue and clear photographs showing the product, the damage, the external packaging and the delivery label where relevant. We may request additional photographs or other reasonable evidence to help us assess the issue.

If you are unable to provide photographs, please explain why when contacting us. Asking for evidence helps us investigate the problem and does not affect your statutory rights.

We will assess the issue and provide the appropriate remedy in accordance with your statutory rights. This may include a replacement, repair or refund. CSKIN will cover reasonable return costs where goods are faulty, damaged, incorrectly supplied or not as described.

Please do not dispose of a damaged or faulty item unless we confirm that you may do so, as we may need it returned or inspected.

Exchanges

We do not currently offer direct exchanges for change-of-mind returns. If you would like a different product, please return the eligible item in accordance with this policy and place a new order.

Cancelling Before Dispatch

If you need to cancel or amend an order before it has been dispatched, email info@cskin.org as soon as possible. We will try to help, but we cannot guarantee that an order can be stopped once processing has begun. If it has already been dispatched, the standard return process will apply.

Contact

For all cancellation, return and refund enquiries, contact info@cskin.org.

Nothing in this policy affects your statutory rights under UK consumer law. 

Model cancellation form

Complete and return this form only if you wish to cancel your order. Using this form is optional. You may also cancel by emailing info@cskin.org or sending another clear statement of cancellation.

To:
Caitlin Gallacher trading as CSKIN
RUHE
121–123 High Street West
Glossop
SK13 8BB
Email: info@cskin.org

I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods:

Items to cancel: ______________________________

Order placed on: ______________________________

Goods received on: ____________________________

Order number (optional): ______________________

Full name of customer(s): ______________________

Postal address of customer(s): _________________

Signature of customer(s) (only if submitting on paper):

Date: ________________________________________

*Delete as appropriate.