REFUND POLICY

Refund Policy

1. Unopened products:
If you’d like to return your products—get in touch with us at nicki@lovemilo.com with your order details within 7 days of receiving your order and let us know what went wrong. To be eligible for a return, your item must be in the same condition you received it, unopened or unused and in its original packaging (i.e., saleable condition). If the reasons for return are valid, please ship unopened products back to us within 7 days of receiving your order, bearing all return shipment costs.

Please send any products for return or exchange to:

Alchemy Skin

Attention: Returns / Customer Care

72 Orange st

Cape town

Western Cape

8001

If you are returning the item because it is not suitable or you have changed your mind we will refund you, less the courier fee once the item has been returned to our warehouse and our team has confirmed that the item is in a saleable condition.

2. Opened products:
We require before-and/or-after photos to process a refund for opened products within 14 days of receiving your order & using the product.

The refund will be done in the form of the original tender of the order.

Refunds are dealt with on a case-by-case basis and are generally processed within 3 working days.

To start a return, you can contact us at nicki@lovemilo.com. Please include a copy of your receipt (or a note with your order number (SK…), name, email address, phone number, photos) and your reason for returning the product(s). If your return is accepted, we’ll send you instructions on how and where to send your package or provide your with a return shipping label. Items sent back to us without first requesting a return will not be accepted.

Our warehouse does not accept walk-in returns. We recommend that you send your return or exchange via reputable courier companies to ensure prompt delivery. We're sorry, but shipping fees are non-refundable. You will be responsible for paying for your own shipping costs when returning your item. We cannot guarantee that we will receive your returned item, so please keep the tracking information for your package in case it is needed.

Your refund will be processed after the products have been received, reviewed, and have been approved for return. You will receive a return confirmation email once your refund has been processed. Please allow 5-10 business days for the refund (excluding all shipping charges) to reflect in your account based on your bank's operating timelines.

Returns for orders paid by gift cards will be processed to a new gift card that will be emailed to the customer’s original email.

If your return has been rejected after inspection, we will notify you via email.

**Please note: Only items purchased on skoonskin.com may be accepted for return. If you purchased your Alchemy product at one of our authorized retailers, please contact them for assistance.

Order Cancellations & Modifications

If you would like to cancel an order, please send an email to nicki@lovemilo.com immediately. We aim to process orders as quickly as possible and may not be able to accommodate your request but will be happy to work with you until it is resolved.

Unfortunately, we are unable to cancel single items from an order. If your order is cancelled, you will receive an email notice alerting you to the cancellation. You will be refunded for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please send an email to nicki@lovemilo.com.

If you need to update your shipping address, please send an email to nicki@lovemilo.com immediately.

Exceptions/Non-returnable Items

1. Only products purchased on skoonskin.com may be returned.

2. Items purchased from another retailer are not eligible for a refund. Please return those to the store where purchased.

3. Original shipping and handling charges are non-refundable.

4. Opened products without before-and/or-after photos.

5. Items purchased with a discount or as part of a value set are not eligible for an exchange.

6. Items of the same price, excluding any discount, are eligible for an exchange.

7. Any products that are nearly empty, tampered and filled with other substances are not refundable.

8. Partial sets or bundles are not eligible for a return — only complete sets.

9. Items that have been damaged or lost from personal usage—dropped, stolen, spilled, mishandled, etc.—are not refundable.

10. Gift cards are not refundable.

Defective Goods

1. Please inspect your order upon reception and contact us within 7 days of delivery if the item is defective, damaged or if you receive the wrong item, you can contact us at nicki@lovemilo.com photos so that we can evaluate the issue and make it right.

2. Please do not discard your item. We may ask that you return it for quality assurance. If you did not purchase your product from skoonskin.com, please contact your retailer for assistance.

Adverse Reactions Return

Some products sold on the website contain active ingredients and some of these products can cause a mild irritation of the skin upon initial use thereof. We thus recommend using these products not more than three times per week initially and then gradually increasing to desired use. If you have developed a more severe reaction to any of these products bought on skoonskin.com, please contact us our customer support team on nicki@lovemilo.com An experienced staff member will endeavour to resolve any adverse reactions. Refunds on products causing an adverse reaction will be judged on an individual basis following the opened product policy (i.e., before-and/or-after photos).