SHIPPING, DELIVERY & TAXES
Account Approval: Orders are processed after account approval, which may take up to 3 working days.
Same-day Shipping: Orders placed before 12:00 CET will be shipped the same day.
Next-day Shipping: Orders placed after 12:00 CET will be shipped the following working day.
Stock Availability: If not all items are in stock, shipment will be delayed by 3-6 working days, unless otherwise communicated.
Shipment Confirmation: After shipping, customers will receive an email with tracking details.
Shipping Service: All orders are shipped via DHL Express, with delivery within 1-3 working days within the EU.
Product Shelf Life: Most products have a minimum shelf life of 6 months. If there are exceptions, customers will be informed prior to shipment.
Shipping Costs: Shipping fees are displayed clearly at checkout before order approval.
Custom Duties and Taxes: As the importer, the customer is responsible for any local duties or taxes.
Payment Timing: Skinova Medspa will not charge payment for goods until the day they are shipped from the warehouse.
Correct Address: Customers should ensure their delivery address is accurate before placing the order, as Skinova Medspa is not responsible for errors due to incorrect information.
Pick-up: Orders cannot be picked up in person from their Copenhagen warehouse.
Delivery Timeframe: The maximum delivery time is 60 working days, as per law, but deliveries usually arrive within 1-2 business days in the EU.
Missing Scans: If the package is delayed or missing a scan, customers should contact Skinova Medspa to open an inquiry with their shipping partner.
Refund or Resend Policy: Refunds or reshipments will not be issued until the 60 working day period has passed.
Customs Responsibility: Customers are responsible for understanding and complying with the import rules and regulations of their country.
Held Packages: If a package is stopped at customs, customers should contact the local customs office to arrange for its release or reject it for return.
Required Documents for Medical Devices: If special documents (e.g., EC certificates or Declarations of Conformity) are required for medical devices, customers can contact Skinova Medspa for these documents.
Returned Packages & Refunds: Refunds will be processed once the returned package is received. Skinova Medspa is not responsible for any goods that are seized by customs.
RETURN POLICY & REFUNDS
Skinova Medspa accepts product returns within 8 working days from the receipt of the product, provided the return reason falls under one of the following conditions:
The product contains manufacturing defects.
The product was damaged upon arrival.
The wrong product was received.
To arrange a return, please contact us via email or call us at +4915510197185, and we will assist in organizing the pick-up of the goods. Once we receive the returned items, we will issue a refund to your original payment method. Please note that the return shipping costs will be deducted from your refund.
No returns will be accepted after 8 days from receipt of the product. Please ensure to store the products as instructed until you receive return instructions from us.
Refund:
Your refund will be credited to the original credit card used to place the order. Shipping costs and handling fees are not refundable. Please note that refunds can take up to 29 working days to show on your account due to varying processing times between payment providers. If needed, please contact your bank to expedite the process.
PAYMENT, 3D SECURITY & CREDIT CARD FEE
We accept Visa, MasterCard, and Maestro. Unfortunately, we do not accept PayPal.
Please note that payment is only debited when your order is dispatched. Some credit card companies may show the amount as “pending” right after you place the order, and the amount is therefore not withdrawn yet.
For orders above €500, payment via bank transfer is accepted if the bank transfer comes directly from the company account. Please note that a handling fee will apply. For bank transfers, we kindly ask you to contact us via email with your order details.
At Skinova Medspa, we prioritize your payment security. Our system checks if your credit card is registered with 3-D Secure programs, such as Verified by Visa or Mastercard SecureCode. These security measures ensure that only the authorized cardholder and the verified retailer can complete transactions.
If you are a member of the 3-D Secure Program, a pop-up window will appear on your screen when making a purchase, asking you to enter your SecureCode (a password you selected with your card issuer) during checkout. Transactions can only proceed with the correct password. Once registered, you’ll need to enter your SecureCode each time you make a purchase. This means that even if someone knows your card number, they cannot complete a purchase without your password.
Please note: Your MasterCard SecureCode password is not your Skinova Medspa account password. Skinova Medspa does not have access to your MasterCard SecureCode password.
For more information, visit:
Verified by Visa
Mastercard SecureCode
For all international orders, an extra fee will be charged if you use a company credit card (both inside and outside the EU) or a personal credit card from outside the EU. This amount is not an income of ours and is set by the payment provider. The fee will be displayed during the checkout process, on your order confirmation, and the invoice. Please note that payments made with personal credit cards from within the EU will not be charged this additional fee.
