Refund Policy

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

MySkinPlans Ltd (MySkinPlans ) provides the plan and specialist review. Registered office: Heather Douglas, IM2 1BB, Isle of Man. Card and wallet payments for Paddle checkouts are taken by Paddle; refunds for those orders are processed by Paddle as Merchant of Record.

Before requesting a refund, you must fully try your plan. That means following the morning and evening routines, treatment guidance, and product recommendations for a meaningful period — typically at least four weeks, unless we advise otherwise for your skin type.

Skincare results take time. Stopping after a few days, skipping key steps, or substituting products without telling us usually will not tell us whether the plan itself was suitable.

• Follow patch-test instructions before introducing new products.
• Use the plan consistently as written unless we agree a change with you.
• Note what is working and what is not — this helps us amend your plan quickly.

If your plan is not working for you, contact us before requesting a refund. We will review your feedback and, where appropriate, amend your plan free of charge — as many times as needed — until the guidance is right for your skin.

Amendments are prepared using your original questionnaire answers plus any updates you provide, and are reviewed by a qualified practitioner at your clinic before re-delivery, just like your first plan.

If you have genuinely tried your plan, worked with us on amendments, and your skin still is not responding as expected, you may request a full refund on any plan tier (Essentials, Complete, or Complete+).

Refund requests must be made within 60 days of your original purchase date. We may ask you to confirm that you followed the plan, attempted reasonable amendments with us, and still wish to proceed.

Approved refunds are returned to your original payment method where possible. Processing times depend on your bank or card issuer. Statutory withdrawal or refund rights in your country (where they apply) are not affected by this policy — see also Paddle's Refund Policy.

• Refund requests made more than 60 days after purchase (except where the law requires otherwise).
• Requests where the plan was not genuinely tried for a reasonable period.
• Dissatisfaction based on product availability or pricing at third-party retailers, where the plan itself was sound.
• Reactions caused by ignoring patch-test guidance or undisclosed allergies you were asked to declare.

For plan amendments or help deciding whether a refund is right, email hello@myskinplans.com or call 07624 331401 from the details you used at checkout. Include your name, the clinic page you purchased from, and a short description of what is not working.

You can also request a refund directly from Paddle (Merchant of Record) using the link in your Paddle receipt email, or via paddle.net.

For orders paid through Paddle, Paddle.com is the Merchant of Record and processes the refund to your original payment method. Your clinic partner does not handle billing or refunds. MySkinPlans Ltd will coordinate with Paddle where needed so approved 60-day guarantee refunds are completed promptly.

This policy is in addition to your statutory rights under applicable consumer law (including UK and Isle of Man law where relevant). Nothing here limits rights that cannot be excluded, including rights relating to services not supplied with reasonable care and skill.