Refund & Cancellation Policy

We want you to be confident about ordering a Skinsense panel. This policy explains when you can cancel, when refunds apply, and how long they take.

1. Before a sample has been collected

You can cancel your order for any reason before your sample is collected. Once cancelled, we refund 100% of the amount paid to the original payment method.

2. After a sample has been collected

Once a phlebotomist has collected your sample or a lab has begun processing, the order is not eligible for refund, because lab costs have been incurred. You can still contact us if something went wrong — we review these cases individually.

3. Failed or partial sample collection

If our partner is unable to collect your sample (e.g. phlebotomist missed the appointment, insufficient sample) we will reschedule at no extra cost. If you prefer not to reschedule, you are eligible for a full refund.

4. Lab errors or invalid results

If results fail quality checks due to a lab error, we will repeat the affected tests at no charge. If repeating isn't possible, we will refund the pro-rata value of the affected tests.

5. Duplicate payments

If you were charged twice for the same order due to a technical error, email us at support@skinsense.health with your payment IDs. Duplicates are refunded in full.

6. Refund timeline

Approved refunds are initiated within 3 business days and typically reach your original payment method within 5–10 business days, depending on your bank or payment provider.

7. How to request a refund

Email support@skinsense.health with:

• Your registered phone number
• Order ID or Payment ID (from your receipt)
• Reason for the refund request

We will confirm eligibility and update you at every step.

8. Non-refundable items

• Add-on services already delivered (e.g. 1:1 consult completed)
• Supplements or topicals already shipped and delivered, unless damaged on arrival

9. Contact

support@skinsense.health · +91 XXXXX XXXXX