Returns & Refunds

What to expect if something is not right.

At MAMO SKINN, we are committed to providing our customers with high-quality luxury skincare products and an exceptional shopping experience. Because our products are intended for personal skincare use, we take hygiene and product safety seriously. This policy explains when returns, exchanges, replacements, and refunds may be available. Nothing here is intended to limit or exclude any consumer rights that cannot legally be excluded under applicable law.

Eligibility for Returns

We may accept returns where a product is:

Incorrectly supplied
Damaged during delivery
Faulty
Significantly different from the product described on our website

For hygiene and product-safety reasons, we generally cannot accept returns of skincare products that have been opened, used, tested, or otherwise tampered with, except where the product is damaged, incorrectly supplied, or where applicable law provides otherwise. Products eligible for return should, where reasonably possible, be returned in their original packaging and condition.

Change-of-Mind Returns

Products may not be eligible for change-of-mind returns because of hygiene and safety considerations.

Damaged Products

If your order arrives damaged, please contact us as soon as possible. To help us investigate, we may ask you to provide:

Your order number
Photographs of the damaged product
Photographs of the outer packaging
Photographs of the shipping label
A description of the damage

Please retain the original packaging until the matter has been resolved, as it may be required for investigation with our courier partner. Where a product is confirmed to have been damaged during delivery, MAMO SKINN may provide a replacement or refund, subject to applicable law.

Incorrect Products

If you receive a product that you did not order, please contact us before using or opening it. We will investigate the error and, where appropriate, arrange for the incorrect product to be returned and the correct product to be sent to you. MAMO SKINN will cover reasonable return shipping costs where the incorrect product was supplied due to our error.

Allergic or Skin Reactions

MAMO SKINN products are cosmetic skincare products and individual skin reactions may vary. If you experience irritation or an adverse reaction, discontinue use and contact us with details of the product and your experience. A skin reaction does not automatically mean that a product is defective — each situation will be assessed individually and in accordance with applicable consumer protection laws. Before using a new skincare product, review the ingredient list and perform an appropriate patch test where suitable. If you experience a severe or persistent reaction, seek appropriate medical advice.

How to Request a Return

To request a return, please email info@mamoskinn.com and include:

Your full name
Order number
Product name
Reason for the return
Photographs, where relevant

Please do not send products back without first contacting MAMO SKINN and receiving return instructions — this helps us ensure that your return is properly identified and processed.

Return Shipping

Where the return is due to a confirmed MAMO SKINN error, or damage that occurred before delivery, MAMO SKINN will arrange or cover reasonable return shipping costs where required. Returns should be sent using a trackable delivery service where possible. MAMO SKINN is not responsible for products lost or damaged while being returned by the customer where the customer has arranged the return shipment.

Refunds

Once an approved return has been received and assessed, we will process the applicable refund. Refunds will generally be issued using the original payment method where reasonably possible. Depending on your payment provider or financial institution, it may take additional business days for the refund to appear in your account — this is outside MAMO SKINN's control once the refund has been processed.

Shipping Fees and Refunds

Original shipping charges may be refundable where required by applicable law or where the return is the result of an error, defective product, or other circumstance for which MAMO SKINN is responsible. For approved change-of-mind returns, original shipping charges may not be refundable where permitted by applicable law.

Non-Returnable Products

For hygiene and safety reasons, the following may generally not be eligible for return where they have been opened or used:

Opened skincare products
Used skincare products
Products with broken hygiene seals
Products that have been contaminated or altered after delivery

This restriction does not apply where applicable consumer protection laws provide a customer with a right to a remedy for a defective, faulty, damaged, or incorrectly supplied product.

Return Condition

Returned products should be securely packaged to prevent damage during transit. MAMO SKINN reserves the right to assess the condition of returned products before approving a discretionary return or exchange. Where a product does not meet the applicable return requirements, we may decline the return to the extent permitted by law.

Promotional Items and Gifts

If an order included a promotional gift, free product, or other promotional item, the return of the purchased product may require the promotional item to also be returned where applicable. Additional promotional terms may apply to specific campaigns.

Sale and Discounted Products

Sale or discounted products may be subject to the same return rights as full-price products unless otherwise stated and permitted by applicable law. A product being discounted does not remove mandatory consumer rights relating to defective, faulty, damaged, or incorrectly supplied goods.

Fraudulent or Abusive Returns

MAMO SKINN reserves the right to investigate suspected fraudulent or abusive return activity, including repeated returns that appear inconsistent with legitimate customer use, attempts to return products not purchased from MAMO SKINN, or products that have been deliberately damaged or altered. Nothing in this section limits any rights available to customers under applicable law.

International Returns

If MAMO SKINN offers international shipping in the future, separate return procedures may apply. International customers may be responsible for certain return shipping costs, customs requirements, taxes, or other charges, except where applicable law requires otherwise. International return instructions will be provided where international shipping is available.

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