Terms + Conditions

Returns Policy and Procedure

Notification of any damage or shortages in delivered goods should be made within 24 hours of their receipt by telephone or email. If a product appears to be faulty, this should be reported to us via email or telephone and returned to us within 7 working days of notification.

Your order should be returned using a tracked delivery service. We cannot accept any liability for returns that are lost in transit.

Cancellation/Refund policy:
You have the right to cancel your order at anytime within 14 working days following receipt of your goods. If you wish to cancel your order please return the unopened and unused goods in their original packaging to us within 5 working days of notifying us of your wish to return the order.

Your order should be returned using a tracked, signed for delivery service. We cannot accept any liability for returns that are lost in transit.

We will process a refund on receipt of goods.

Please note, we cannot process refunds for goods that are not returned to us within the specified 5 working day period, have been opened, used or are not in their original packaging.

Refused & Undeliverable Packages:
All undeliverable packages due to incorrect name or address, or not present/failure to claim will be refunded minus any delivery costs Skin Matrix HD has incurred in sending the products out to you.


All UK orders are sent via Royal Mail Tracked 48 service. UK orders over £150 will require a signature on delivery.

Express Delivery and Next Day Delivery require a signature on arrival.

We are unable to ship to PO Box addresses.

Should a product you have ordered be out of stock we will aim to contact you within 24 hours to let you know the estimated despatched date.

Orders placed outside of our normal operating hours will normally be despatched on the following working day (subject to stock availability). Over Christmas, New Year and other UK bank holiday periods, orders may take longer to be despatched.

The delivery times above for the Standard and Express delivery services are for indication purposes only. These services are not guaranteed to arrive within a certain time frame.

In the unlikely event that your order does not arrive within the specified time we ask that you kindly contact our customer care team.

Product Refunds
If products are faulty or damaged we will offer a replacement or refund, please inform Skin Matrix HD Ltd by email or in writing within 14 days from receiving the product. Please return the product with its original packaging stating the reason for return and ensure you include your business details. If you or your clients have tried the product and are unhappy with the results, then please contact us via email to ensure that you are using the correct and appropriate product for your skin’s needs. It is also imperative that you follow the directions given. We offer advice by e-mail, info@skinmatrixhd.co.uk if you need help choosing the right products before you or your clients to buy. We will not refund or replace products that have been used or opened for hygiene reasons. If you have a reaction to a product, then please tell us and we will inform the manufacturer of the product so that they can update their adverse incidents of
the product. We will not however refund against such a product that you have shown sensitivity to.

Cancelled Orders
It’s OK to change your mind! If you wish to cancel your order, please telephone us as soon as possible. If your order has not been dispatched, if you have already paid us you will receive a refund of your payment, minus a 5% administration fee. If your order has already been dispatched, you will need to return it to us, using a secure service such as special delivery or courier. When we receive it, we will refund your payment, minus our postage costs and a 5% administration fee (if pre-paid).

Accepted Payments
We accept payments for products by cash, bank transfer, cheque, credit and debit cards. Payment is due before products are despatched unless prior terms have been agreed.
Payment by card can be made over the telephone by ringing the main office number.

Lost Parcels
We will replace lost orders in full.* Please contact us if you believe your item has been lost in the post. We will give you a tracking number for your item – please check that your depot is not holding your item. Please note it can take longer to deliver your order during busy periods such as Christmas.*NB): If you believe your item is lost please contact us. We will check the business delivery address that you supplied with you. If you have entered any part of your delivery address incorrectly on your order, including the postcode, then we may not be able to claim against the loss with the courier company, and postcode is correct. Please enter the digits carefully! If you are unsure of your delivery postcode, then check online at www.royalmail.com using their online postcode checking facility.

The Data Protection Act
In accordance with the Data Protection Act, we have a legal duty to protect any information we collect from you. We will only use your information for the purpose as described and we do not pass on your details to any other third party unless you have given us permission to do so. You have a right to access your personal data and rectify any inaccuracies.  We do not retain any payment details pertaining to the purchase however.