Returns and exchanges
At Vil Skin Care, we hope you enjoy your products. If for any reason you wish to return your order, you may send back your unused product(s) within 7 days alongside your original receipt so that we can process a refund for you. Unfortunately, we aren't able to exchange products. Returned items must reach us in their original condition, including inner and outer packaging if applicable.
Everyone's skin is unique and responds in different ways to our products. To help you out, we've listed all included ingredients on each of our individual product pages and have included a handy glossary of each product's principal actives. We do not aim to substitute the advice of your doctor or make representations of our products as right for you and your individual needs. Therefore, in advance of purchasing any Vil Skin Care product, we strongly advise you to check our ingredient lists thoroughly and ascertain whether you may be allergic to any of these. Although allergic reactions are incredibly rare, anyone has the potential to react to commonly-used ingredients and carriers in skin care products. We recommend that prior to using any topical formula for the first time, it's best to perform a 'patch test' using a small amount of product on a discreet area of the face or body such as the elbow crease or back of the ear, avoiding open wounds or particularly sensitive areas. For certain actives, including AHA and BHA peeling agents as well as retinol-based formulas, a degree of skin reddening and flaking is normal and to be expected. Should any long-term irritation occur, consider reducing application frequency or, in cases of untoward or significant reactions to these products or others, discontinue use entirely and contact our customer services team for advice at info@vilskincare.com.
Regretfully, we cannot refund or replace any used items unless they are faulty or damaged. We cannot grant refund requests for allergic reactions related to Vil Skin Care products that have been purchased via this website or others, outside of our VIL Clinic locations (including purchases based on recommendations given by practitioners via remote or virtual consultations, and advice from our customer services team), and without an official written prescription from our practitioners. This does not affect your statutory rights.
Refunds will not include the delivery or packaging fees incurred from returning your goods to us. Only items purchased through www.vilskincare.com may be returned. We do not handle returns if the initial Vil Skin Care order was placed at a third party seller. You are responsible for ensuring that your returned order reaches us. We recommend opting for tracking or insuring your package prior to delivery. We cannot be held responsible if your returned order does not reach us within the allotted 7-day window.
Please send returned items to our designated warehouse address, clearly stating your name, address, and order number on a separate paper document:
Please contact customer services for returns and refunds details.
If you have any further questions regarding our returns policy, please email us at info@vilskincare.com.
Damaged and defective products
Product damage or shortfall must be brought to our attention within 72 hours of receipt. Please call us on +44 (0) 203 695 1964 if you believe that your items have been damaged or tampered with in any way. In order to expedite your enquiry, please send an image, video or other tangible proof of the damaged product to info@vilskincare.com.
