Returns & Refunds

Please accept our sincerest apologies if you have received a wrong item.

We offer a replacement or refund if the items are incorrectly fulfilled. In an unfortunate event this happens, please send us an email at wecare@juanaskin.com with the images of the items received, and our team will review and provide the best resolution to resolve the issue.

2.     Cancellations, returns and refunds

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange. To be eligible for a return of a damaged / defective / tampered product, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please note that due to hygiene considerations we will not be able to offer a refund on items that are returned in used / unsaleable condition.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Customer can cancel their order within 24 hours of purchase; refunds will be made back to the payment solution used initially by the customer. Please allow for up to 45-60 days for the refund transfer to be completed. Please take into consideration that the shipping/logistic partner will charge for the return. 

3.     Late or missing refunds

Refunds will be made onto the original mode of payment and will be processed within 10 to 45 days depending on the issuing bank of the credit card.

If you have not received a refund yet, please check your bank account and contact your credit card

company / your bank, as it may take some time before your refund is officially posted. If you’ve done this and you still have not received your refund yet, please contact us at wecare@juanaskin.com.

4.     Shipping

To return your product, you should mail your product to: 1 rue Jules Valles, 95670 Marly la ville, France

Please note that we do not guarantee that the product reaches us, as it will be at discretion of the shipping services you will use. You will be responsible for paying for your own shipping costs for returning your item, unless the item was damaged or fulfilled incorrectly.