Refund policy
RETURNS AND REFUNDS POLICY
Skin by Flora
Last updated: 12 August 2026
Your right to cancel
If you are not completely happy with your order, you have the right to cancel within 14 days of receiving it. You do not need to give a reason.
To cancel, contact us on WhatsApp at +356 7965 9786 or email beauty@skinbyflora.com with your name, your order details and your mobile number.
After telling us you wish to cancel, please return the item to us within 14 days.
Hygiene and sealed products
All of our products are cosmetics that are applied directly to the skin. For health protection and hygiene reasons, we cannot accept the return of any product once it has been opened, used, or once the seal or protective packaging has been broken.
This means we can only accept returns of products that are unopened, unused, and in their original sealed condition.
This does not affect your legal rights if a product is faulty, damaged, or not what you ordered.
Condition of returned items
To be accepted, a returned product must be unopened and unused, still sealed in its original packaging, and complete with any boxes, seals or free items included in the order.
Products that arrive back opened, used, damaged by the customer, or missing packaging cannot be accepted and cannot be refunded.
Refunds
Once we receive your return and confirm it meets the conditions above, we will refund the amount you paid for the product.
Refunds are issued within 14 days of us receiving the returned item.
Refunds are made by bank transfer for orders paid by cash on delivery, or to the original payment method for orders paid by card.
Please note that the original delivery charge, including the Gozo ferry fee where it applies, is not refunded unless the product was faulty or sent in error.
Exchanges
If you would prefer to exchange an unopened product for a different one, we are happy to arrange this within 14 days of delivery. Contact us and we will explain the next steps.
Where the new product costs more, the difference is payable before we send it. Where it costs less, we will refund the difference.
Return delivery costs
The cost of returning an item to us is paid by the customer, unless the product is faulty, damaged on arrival, or not the item you ordered.
If a product is faulty, damaged, or incorrect, we cover the full cost of return and of sending a replacement.
We recommend using a delivery method that can be tracked. Until the item reaches us, it remains your responsibility, and we cannot be responsible for returns lost in transit.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty, or is not what you ordered, please contact us within 48 hours of delivery with a photograph of the product and the packaging.
We will arrange a replacement or a full refund, including all delivery costs, at no charge to you.
How to return an item
Contact us on WhatsApp at +356 7965 9786 or by email at beauty@skinbyflora.com. Tell us your name, mobile number and what you would like to return. We will confirm the return address and explain what to do next.
Please do not send anything back before contacting us, as we cannot accept unannounced returns.
Contact
Skin by Flora
Malta
WhatsApp: +356 7965 9786
Phone: +356 9947 1431
Email: beauty@skinbyflora.com
Nothing in this policy affects your statutory rights under Maltese and EU consumer law.