Refund policy

Delivery options and costs. The different delivery options and associated costs will be displayed on our site at the time that you submit your order.

Our Subscription services. Where your Order is a “Subscribe and Save” purchase (a Subscription, with you being a Subscriber), every 14, 28 or 84 days (depending on your chosen Product and time period), we will deliver to you the Product purchased respectively until you cancel your Subscription. Please note that by purchasing a 14, 28 or 84 day Subscription, you acknowledge that the Subscription has an initial and recurring payment feature and you accept responsibility for all recurring charges prior to cancellation

When we will provide the Products. When we send you an email formally accepting your order, we will confirm the delivery option selected by you at the checkout. We will use reasonable endeavours to meet any estimated delivery date and to inform you of any potential delay that means that your Products may not be received by the estimated delivery date. However, we do not provide any guarantee that the Products will be received by any estimated delivery date.

We are not responsible for delays outside our control. If our supply of the Products is delayed by an event outside our control, that we become aware of, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the Contract and receive a refund for any Products you have paid for but not received.

If you are not at home when the Product is delivered. If no one is available at your address to take delivery and the Products cannot be posted through your letterbox, our third party courier should either leave you a note, or send you an email or text message, informing you of how to rearrange delivery or collect the Products from an alternative address, such as a neighbour, a local depot or designated collection outlet.

If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery or collect the Product(s) from an alternative address, a delivery depot or designated collection outlet, we (or our third party courier) will contact you for further instructions and we may charge you for storage costs and any further delivery costs.

Reasons we may suspend the supply of Products to you. We may have to suspend the supply of a Product to:

1. a) review or make minor technical changes; or
   
   b) update the Product to reflect changes in relevant laws and regulatory requirements.

Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the Product, unless the problem is urgent or an emergency. You may contact us to end the Contract or your Subscription for a Product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 14 days and we will refund any sums you have paid in advance for the Product in respect of the period after you end the Contract.

YOUR RIGHTS TO END THE CONTRACT

Your rights to end your Contract with us. Your rights when you end the Contract will depend on whether there is anything wrong with the product you have bought, and/or whether the fault is at our end.

Due to the nature of the products we sell, please note that you only obtain a right to return our product if the circumstances are different to the fact that you have simply changed your mind. You may be able to get a refund if you are within the Cooling-Off Period, but this may be subject to deductions and you will have to pay the costs of return of any Products.

Ending the Contract because of something we have done or are going to do. If you are ending a Contract for any of the following reasons, the Contract will end immediately and we will refund you in full for any Products which have not been provided and you may also be entitled to compensation. The reasons are 1, We have told you about an upcoming change to these Terms which you do not agree to. 2, We have told you about an error in the price or description of the Product you have ordered and you do not wish to proceed 3, There is a risk that supply of the Products may be significantly delayed because of events outside our control
4, We have suspended supply of the Products for technical reasons, or notified you we are going to suspend them for technical reasons, in each case for a period of more than 14 days.

Cancelling your Subscription. You can cancel your Subscription at any time but please be aware of the following:

• If you cancel before 7am UK time on any given day, your Subscription will terminate on that day. If you cancel after 7am on any given day, your Subscription will terminate the following day. Please be aware of when you have Subscription Orders scheduled to be processed. Provided that you cancel your Subscription by the day before your Order is processed, (i.e. before midnight on the day before your Order is processed), you will not be sent or charged for your next scheduled, nor any future, Product you have subscribed to, unless you restart your Subscription or make a one-time purchase. If you cancel your Order after midnight on the day before your Order is processed, you will be sent and charged for your next scheduled Product you had subscribed for, but you will not be sent or charged for any future boxes, unless you restart your Subscription or make a one-time purchase; and
• If you opt for the Subscription of a Product and cancel before we process and charge for your second delivery of the same Product, you may be charged for the difference between a one-time purchase of this Product and the discounted price offered as part of a Subscription.
• For example, if you opt for the 14-day Subscription of SKNZERO drinkable collagen and cancel before we process and charge for your secondbox of drinkable collagen, you may be charged for the difference between a one-time purchase of a box of 14 sachets of collagen and the discounted price of the 14-day Subscription boxes.

 

 

HOW TO END THE CONTRACT WITH US AND RETURNING PRODUCTS

Tell us you want to end the Contract. To end the Contract (or cancel a Subscription) with us, please let us know by doing one of the following:

Email us at hello@sknzero.com. Please provide your name, home address, the Order Number and, where available, your phone number and email address;

Timing for cancelling your Subscription. Subscription cancellation requests submitted after 7am UK time will not be effective until the following day.

Returning Products. If you request an exchange, replacement or refund for any reason after the Products have been dispatched to you, or after you have received them, you must return the Products to us.

It is your responsibility to ensure that we receive the Products safely and securely to the return delivery address stated on the documentation (postal label or dispatch/order confirmation note, as applicable) contained on or with the package your Product came in, or to any other address we have advised to you. We do not accept any responsibility for Products that are lost or damaged in the post and will not be required to refund you in the event of such circumstances, so we advise that you use tracked post. In cases where we will pay the costs of return, please return the Products to us using the cheapest tracked delivery method available at that time.

When we will pay the costs of return. We will pay the costs of return:

If the Products are faulty; or if you are ending the contract because we have told you of an upcoming change to the Product or these Terms, an error in pricing or description, a delay in delivery due to events outside of our control or because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances you must pay the costs of return.

How we will refund you. We will refund you the price you paid for the Products including delivery costs (unless you selected express or premium delivery, in which case you will only be refunded our basic delivery cost), by the method you used for payment. However, we may make deductions from the price, as described below.

When your refund will be made. We will make any refunds due to you as soon as possible.

Changing your mind. For most products bought online, you have a legal right to change your mind within 14 days and receive a refund however as our drinkable collagen Products are an ingestible supplement, the right to change your mind does not apply, and we cannot accept returns due to quality control, and health & safety. In relation to our Products which are not drinkable collagen Products:

 

 

OUR RIGHTS TO END THE CONTRACT

 We may end the Contract if you break it. We may end the Contract for a Product at any time by writing to you if you breach your obligations under the Contract. This may apply, for example, if you do not, within a reasonable time, allow us to deliver the Products to you or collect the Products from us.

You must compensate us if you break the Contract. If we end the Contract we will refund any money you have paid in advance for Products we have not provided but we may deduct or charge you a percentage of the price as compensation for the net costs we incur as a result of your breaking the Contract. This may include, for example, our storage costs or any further delivery costs.

We may withdraw the Product. We may write to you to let you know that we are going to stop providing the Product. We will let you know at least seven days in advance of our stopping the supply of the Product and will refund any sums you have paid in advance for Products which will not be provided.

IF YOU HAVE A PROBLEM WITH THE PRODUCT(S)

If a Product is faulty or not as advertised, you can exercise your legal rights under consumer law

Summary of your legal rights under consumer law.

The Consumer Rights Act 2015 says your Products must be as described, fit for purpose and of satisfactory quality. If you feel that any Product you receive does not meet this requirement, then you may have a legal right to have the Product refunded or replaced, depending on the amount of time that has passed since the Product was received by you. For more information please visit the Citizens Advice website at www.adviceguide.org.uk. Nothing in these Terms will affect your legal rights.

If you wish to exercise your legal right to have the Products refunded or replaced, you must contact us and arrange for the Products to be returned to us. We will ask you to post the Product back to us and we will pay the costs of postage.

When there is a non-payment. In the event of non-payment, or any adverse payment circumstances, we reserve the right to suspend or cancel any order and/or delivery, whatever their nature or state of progress.