Refund and Return Policy

Effective Date: July 15, 2026

At Enzyme Skincare, we want you to be satisfied with your purchase. Please read this policy carefully before placing an order. This policy applies to all products purchased directly from https://www.enzymeskincare.com.

Return Request Window

You may request a return within 3 working days after delivery of receiving your order. Requests made after this period may not be accepted.

Return Eligibility

To be eligible for a return, items must meet the following conditions:

• Unopened and unused
• In their original packaging, including any seals, labels and inserts
• Accompanied by proof of purchase (order number or email confirmation)

Non-Returnable Items

For hygiene and safety reasons, opened or used skincare products are not eligible for return or exchange unless they are defective, damaged or incorrect as delivered. This policy is consistent with standard practices in the beauty and cosmetics industry and is subject to applicable consumer protection laws in your country of residence.

Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective or incorrect (wrong product or wrong variant), please contact us within 1 working day after delivery of delivery. To process your request, please provide:

• Your order number
• Photographs of the damaged or defective item, including the packaging
• A brief description of the issue

We will review your request and provide instructions for returning the item (if applicable). For verified issues, we will offer a replacement or full refund, including any applicable return shipping costs.

Return Authorisation

All returns require prior authorisation from our customer service team. Please do not send any item back to us without first contacting us and receiving a return authorisation. Unauthorised returns may not be accepted or refunded.

Return Address

Our return address is located in Chengdu, China. The specific return address will be provided when we issue a return authorisation.

Return Shipping Costs

• Change-of-mind returns: Return shipping costs are the responsibility of the customer. Original shipping fees are non-refundable.
• Defective, damaged or incorrect items: We will cover reasonable return shipping costs and issue a full refund including original shipping fees.

Refund Processing Time

Refunds are processed within 3 working days after returned goods received after we receive and inspect the returned item. The refund will be issued to the original payment method used at checkout.

Refund Amount

• For eligible returns: the full product price, minus any original or return shipping charges unless the return is due to our error.
• For damaged, defective or incorrect items: full refund including shipping costs.

Cancellations

Orders may be cancelled free of charge before they have been dispatched. Please contact us as soon as possible if you wish to cancel your order. Once an order has been dispatched, cancellation is no longer possible and the return procedure applies.

International Duties and Taxes

Customs duties, import taxes and VAT paid at the time of purchase may not be refundable, as these charges are collected by the destination country's customs authority. Please check with your local customs office for more information before placing an order.

Shipping Delays

Delivery delays caused by carrier issues, customs processing, weather conditions or other factors outside our control are not grounds for return or refund, unless the item is significantly delayed beyond the estimated delivery window. Please contact us if you have concerns about a delayed order.

Contact Us

For return-related questions, please contact our customer service team:

• Email: support@enzymeskincare.com
• Phone: +86 13980551004
• Business Hours: Monday to Friday, 10:00–20:00, China Standard Time (UTC+8)