Refund Policy

At MemoSkin, customer satisfaction is important to us. Eligible returns and exchanges may be requested within 30 days of delivery, subject to the conditions below.

1. Return & Exchange Eligibility

To qualify for a return or exchange:

The request must be made within 30 days of the delivery date.
Items must be unworn, unwashed, undamaged, and in their original condition.
All original tags, packaging, hygiene liners, and hygiene seals must remain attached and intact.
For hygiene reasons, underwear that has been worn, washed, tried on without another garment underneath, or returned without its original hygiene protection cannot be accepted.
Items showing signs of wear, washing, stains, odors, damage, alteration, or improper handling will not be accepted.
Any complimentary gifts received with the order must be returned together with the returned item.

Final Sale & Mystery Box Items

Clearance and Final Sale items are not eligible for refunds. They may only be exchanged, subject to availability.

Mystery Box items are also not eligible for refunds and may only be exchanged, subject to availability.

2. Return Shipping & Restocking Fee

For customer-initiated returns:

Customers are responsible for return shipping costs.
A 15% restocking fee will be deducted from the eligible refund.
Original shipping charges are non-refundable.

The 15% restocking fee does not apply when MemoSkin confirms that an item is defective, damaged, or incorrect, or where otherwise required by applicable law.

We strongly recommend using a trackable shipping service. MemoSkin is not responsible for return packages that are lost, damaged in transit, or sent to an incorrect address.

3. How to Request a Return or Exchange

Before returning any item, please contact MemoSkin Customer Service:

Email: info@memoskin.co

Please include:

Your full name
Order number
Item you wish to return or exchange
Reason for the request
Whether you prefer a refund or exchange
For exchanges, your preferred style, size, and color
Clear photos or videos if the item is damaged, defective, or incorrect

MemoSkin will review your request and provide return instructions.

Returns sent without prior authorization may not be accepted.

4. Return Address

Once your return has been approved, please send the item to:

Brand Name: MemoSkin
Email: info@memoskin.co

Please contact MemoSkin Customer Service before mailing your return to confirm that your return request has been approved.

Do not send returns to the address shown on the original shipping package unless it matches the return instructions provided by MemoSkin.

Customers are responsible for ensuring that the return parcel is correctly addressed and securely packaged.

5. Returning Your Item

Once your return or exchange has been approved:

Pack the item securely, preferably in its original packaging.
Include all original tags, hygiene protection, packaging, accessories, and complimentary gifts.
Use a trackable shipping method.
Keep your shipping receipt and tracking number until your return has been completed.
Send the tracking number to info@memoskin.co after dispatch.

MemoSkin is not responsible for unrelated personal items accidentally included in a return parcel.

6. Exchanges

Exchanges are subject to product availability.

Once the returned item has been received and inspected, the replacement item will be arranged.

If the requested replacement is unavailable, MemoSkin Customer Service will contact you to discuss available alternatives.

Any price difference between the original item and the replacement item may need to be paid before the exchange is completed.

Customers are responsible for return shipping costs for standard exchanges unless the exchange is required because the original item was confirmed to be defective, damaged, or incorrect.

7. Refunds

Once your return has been delivered to MemoSkin, please allow up to 5 business days for inspection and refund processing.

If your return is approved:

A 15% restocking fee will be deducted from customer-initiated returns.
Original shipping charges are non-refundable.
Return shipping costs are non-refundable.
The remaining eligible refund will be issued to your original payment method.
A refund confirmation email will be sent once processing is complete.

After MemoSkin issues the refund, your bank, credit card provider, or payment service may require up to 10 additional business days for the funds to appear in your account.

If more than 10 business days have passed since you received your refund confirmation, please contact your bank or payment provider first. If further assistance is needed, contact info@memoskin.co.

If a returned item does not meet the requirements of this policy, the refund may be declined and the item may be returned to the customer at the customer’s expense.

8. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If an item is damaged, defective, or different from what you ordered, contact info@memoskin.co as soon as possible.

Please provide:

Your order number
A description of the issue
Clear photos or videos showing the item and problem
Photos of the external packaging and shipping label, where applicable

Please keep the item, packaging, and shipping label until the claim has been reviewed.

If MemoSkin confirms that the item is defective, damaged, or incorrect, the standard 15% restocking fee will not apply.

MemoSkin will provide an appropriate resolution based on the circumstances.

9. Missing or Undelivered Packages

If your package has not arrived within the expected delivery timeframe, please contact MemoSkin within 10 days of the expected delivery date.

Before contacting us, please:

Check around the delivery location
Confirm the shipping address entered at checkout
Ask household members, neighbors, reception staff, or building management
Contact the local carrier for additional delivery information

MemoSkin may open an investigation with the shipping carrier when necessary.

If tracking confirms that a package was delivered to the correct address provided at checkout, MemoSkin cannot guarantee a refund or replacement unless the carrier confirms that the parcel was lost or delivered incorrectly.

MemoSkin is not responsible for failed delivery caused by an incorrect or incomplete shipping address provided by the customer.

For more information, please review our Shipping Policy.

10. Order Cancellations

Cancellation Within 24 Hours

Orders canceled within 24 hours of purchase are eligible for a full refund, provided the order has not already been shipped or entered the fulfillment process.

Cancellation After 24 Hours

If a cancellation request is submitted more than 24 hours after purchase but before the order has shipped, a 15% order cancellation fee will be deducted from the refund.

This fee covers order processing and fulfillment preparation costs.

Orders that have already been shipped cannot be canceled.

After delivery, eligible items may be returned in accordance with this policy. Return shipping costs and the applicable 15% restocking fee will apply to customer-initiated returns.

To request a cancellation, contact info@memoskin.co as soon as possible and include your order number.