Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be Eligible for a return:

·         Items must be new, unopened, unused, with seals intact, in original packaging.

·         Proof of purchase required.

How to start a return:
Email maddy@theskinpantry.ca with your order #, reason, and photos (if damaged/defective). We’ll reply with a return authorization and instructions on where to send.

Do not send items back without authorization.

Return shipping:

·         Customer pays return shipping unless the item is defective or we made a shipping error.

·         We can provide a prepaid label and deduct the label cost from your refund

Non-returnable / final-sale items:

·         Opened or used skincare (for hygiene/safety).

·         Sale items, gift cards, free gifts/samples, and partial returns of bundles/sets (bundles must be returned complete).

·         Items marked Final Sale on the product page.

Damaged, defective, or wrong item:
Contact us within 7 days of delivery at maddy@theskinpantry.ca with photos. We’ll replace or refund once verified.

Allergic reactions
Within 14 days, we can offer store credit or exchange on a case-by-case basis. Please email photos and a brief description of the reaction. Opened items are not eligible for refunds unless defective.

Exchanges:
For fastest service, place a new order and return the original after approval.

Refunds:
We’ll notify you once your return is received and inspected. If approved, refunds are issued to the original payment method within 5–10 business days. Shipping charges are non-refundable. If a return lowers the original order below the free-shipping threshold, the original shipping cost may be deducted.

Cold Weather Shipping Notice – Hale Derma 2 oz & 4 oz

Please note that the 2 oz and 4 oz Hale Derma bottles are packaged in glass. Glass and extreme freezing temperatures do not mix well. In very cold weather, prolonged exposure during transit may cause breakage or product damage.

If you choose to purchase the 2 oz or 4 oz sizes during freezing temperatures, we are unable to offer replacements or refunds for damage that occurs in transit due to weather conditions.

If you are concerned about winter shipping, we recommend purchasing the 8 oz size, which comes in a plastic bottle and ships safely in cold conditions.

Thank you so much for understanding and helping us protect your skincare investment 🤍

Questions:
maddy@theskinpantry.ca