Returns, Refunds, and Product Use Policy

Prescription Medicines/Products

We cannot accept returns or issue refunds for prescription medicines once they have been dispatched by the pharmacy. If you have unwanted prescription products, please take them to your local pharmacy for safe disposal.

Non-Prescription Goods

If, after receiving your goods, you decide you no longer wish to use them, you have the right to return them within 30 days of receipt, provided the products are undamaged and unopened. Please email us at info@skincarevv.com beforesending any items so we can approve your refund. Refunds will be issued upon receipt of the returned goods, minus any postage costs, to the original payment method (credit/debit card or payment provider such as ClearPay, Laybuy, Klarna).
Please include a note with your name, order number, contact details, and reason for return. Returns postage costs are covered by the customer.
Address for returns:
Obagi Medical SkinCareVV, 25 Ives Street, SW3 2ND London.

Faulty or Incorrect Items

If you believe you have received a faulty product, the wrong item, or have concerns about product quality, please contact us immediately.
To be eligible for a refund or replacement:

• The item must be returned within 30 days of receipt, in its original condition, and with a valid tracking number.

• Once verified, we will process either a replacement or refund based on your preference and stock availability.

• For customers in London, collection from your address can be arranged upon request.
  Please note: No refund or replacement will be processed without the return and verification of the product. Returns requested after 30 days will not be eligible.

Delivery Issues

• Once proof of delivery has been confirmed by the courier, refunds or replacements for undelivered orders cannot be approved. Please contact the delivery company directly in such cases.

• If no proof of delivery is available, please contact our customer service team for assistance.

• Response time for undelivered order enquiries may take up to 30 days.

Refused and Undeliverable Orders

Undeliverable packages due to incorrect address, refusal, or failure to collect will be refunded minus any delivery costs.

Important: Product Use, Skin Reactions & Refund Eligibility

1. Product Use and Adverse Reactions
   All skincare products, including Obagi range items, come with instructions and warnings. Customers must immediately stop using the product if they experience any adverse skin reactions or irritation and contact us for professional advice.

2. Mandatory Medical Consultation
   If a skin reaction or issue is reported, customers are required to attend a free consultation with one of our GMC-registered doctors, either online or in person, to properly assess the situation before any refund can be considered.

3. Evidence Requirement
   Customers must provide clear evidence of any adverse reactions (e.g., photographs or medical reports). Failure to do so will result in refusal of refund or compensation claims.

4. Refund Conditions
   Refunds are only available if:

• The product is confirmed to be faulty or unfit for purpose, and

• The customer complies with the consultation and evidence requirements, and

• The product has been used following the instructions and medical advice provided.

1. Continued Use Against Advice
   If the customer continues to use the product after reporting an adverse reaction and against medical advice, refund requests will be declined.

2. Non-Cooperation
   Refund claims will be denied if the customer refuses to cooperate by attending consultations or providing required evidence.

3. Record Keeping
   We reserve the right to retain all correspondence and evidence related to complaints and disputes for verification and legal purposes.

Customer Support

If you have any questions or need assistance, please contact our customer service team at info@skincarevv.com.