Refund Policy

At SKEEN, we strive to ensure every order reaches you in excellent condition. Please read our refund policy carefully before making your purchase.

Returns & Refund Eligibility

Due to hygiene and safety reasons, we are unable to accept returns or offer refunds for skincare and personal care products that have been opened or used, unless:

- The item received is defective due to a manufacturing issue.

- The item was damaged during transit.

- An incorrect item was received.

If you believe your order falls under one of the above categories, please contact us within 2 days of receiving your order. Kindly include your order number, a description of the issue, and clear photos or videos for our assessment. Approved cases may be eligible for a replacement, store credit, or refund at our discretion.

Individual Skin Responses

Every individual's skin is unique. While SKEEN products are formulated to be gentle and suitable for sensitive skin, we cannot guarantee identical results for every user.

Refunds or exchanges will not be provided if:

- The product does not meet personal expectations.

- Results vary from what was expected.

- The product is not suitable for your individual skin.

- You experience a temporary stinging, tingling, or mild discomfort that is not caused by a manufacturing defect.

HOCl (Hypochlorous Acid) Spray

Our HOCl Rescue Spray contains hypochlorous acid (HOCl), which may cause a mild stinging or tingling sensation when applied to broken skin, open wounds, active flare-ups, or areas where the skin barrier is compromised. This response varies between individuals and does not indicate that the product is defective or unsafe to use.

As such, temporary stinging or individual skin reactions are not considered valid grounds for a refund.

Shipping Delays

Once an order has been dispatched, refunds or cancellations will not be provided due to shipping delays caused by third-party couriers, customs clearance, public holidays, weather conditions, or other circumstances beyond our control.

By placing an order, customers acknowledge and accept the estimated delivery timeframes stated in our Shipping Policy.

Order Cancellations

Orders cannot be cancelled once they have been packed or dispatched.

Contact Us

If you have any concerns about your order, please contact our customer support team with your order number and relevant photos or videos at hello@skeen.my. We are committed to reviewing every genuine product quality issue fairly and assisting you with the most appropriate resolution.