Return & Refund Policy

1. Right of Withdrawal — 14-Day Return Window

SKALE LABS grants all customers a 14-day right of withdrawal, regardless of their country of residence. Customers located in the European Union benefit from this right under EU Directive 2011/83/EU. Customers located in the United Kingdom, United States, and Canada are also granted this right as a voluntary commitment on our part.

You have the right to withdraw from your purchase within 14 days of the date on which you, or a third party you designated, took physical possession of the goods, without providing any reason.


2. How to Initiate a Return

To exercise your right of withdrawal, you must notify us before the 14-day period expires by contacting us at:

  • Email: hello@skalecosmetics.com — subject line: "Return Request — Order #[your order number]"
  • Post: 60 rue François 1er, 75008 Paris, France

Please include your name, order number, and the product(s) you wish to return. Stating the reason for your return is optional but helpful.

We will confirm receipt of your return request by email and provide you with the return instructions.


3. Return Conditions

To be eligible for a return, items must meet the following conditions:

  • The return request must be submitted within 14 days of delivery;
  • Products must be returned in their original condition, unused, and in their original packaging;
  • Sealed products that have been opened after delivery cannot be returned for hygiene and health protection reasons (see Section 5 — Exceptions).


4. Return Shipping

The cost of returning goods to us is the sole responsibility of the customer. You are free to use any carrier or shipping method of your choice.

Please return the product(s) to the following address:

SKALE LABS — 60 rue François 1er, 75008 Paris, France

SKALE LABS cannot be held responsible for items lost or damaged during return transit. We therefore recommend using a shipping method that provides proof of sending.


5. Exceptions — Non-Returnable Items

In accordance with Article L.221-28 of the French Consumer Code, the right of withdrawal does not apply to:

  • Sealed goods which were unsealed after delivery and which cannot be returned for reasons of hygiene or health protection — this applies to all opened cosmetic products (serums, masks, and similar items);
  • Goods made to the customer's specifications or clearly personalised.

If a product has been opened, we are unable to accept its return.


6. Refunds

Once we have received and inspected your returned item(s), we will notify you by email of the outcome.

If the return is approved, your refund will be processed within 48 hours of receiving the returned parcel. The refund will be issued via the original payment method used at the time of purchase.

As all orders are shipped free of charge, no shipping costs will be deducted from your refund.


7. Defective or Incorrect Items

If you received a defective, damaged, or incorrect product, please contact us within 14 days of delivery at hello@skalecosmetics.com, providing:

  • Your order number;
  • A description of the issue;
  • Photographic evidence of the defect or damage where applicable.

In such cases, SKALE LABS will cover the return shipping costs and arrange a replacement shipment at no additional charge to you.


8. Late or Missing Refunds

If you have not received your refund within the expected timeframe, please:

  • Check your bank account or payment method statement;
  • Contact your bank or payment provider, as processing times may vary;
  • Contact us at hello@skalecosmetics.com if the issue persists.


9. Contact

For any questions regarding returns or refunds, please contact our customer support team:

By email: hello@skalecosmetics.com

By post: 60 rue François 1er, 75008 Paris, France