• Wholesale Returns & Refunds Policy

Wholesale Returns & Refunds Policy

At SKINZA, we aim to supply genuine, 100% branded Korean beauty and skincare products in accordance with the details agreed at the time of ordering.

We understand that issues can occasionally arise with wholesale orders, including damaged products, incorrect deliveries, faulty goods and Amazon marketplace authorisation applications.

This policy explains how we handle returns, refunds, Amazon ungating-related refund requests, cancellations and other order-related issues.

This policy primarily applies to wholesale business-to-business (B2B) orders. Different statutory rights may apply to individual consumers purchasing online, as explained below.

1. Wholesale Returns Policy

All wholesale orders are prepared and processed according to the products, quantities and specifications confirmed by the customer.

Due to the nature of wholesale supply, returns of correctly supplied products are not automatically accepted.

All wholesale return requests require prior written approval from SKINZA.

Please note:

  • Unwanted products are not automatically eligible for return.

  • Incorrect product selections or ordering quantities do not automatically qualify for a refund.

  • Products must not be returned without our written authorisation.

  • Any approved return must follow the return instructions provided by our team.

We assess each return request individually.

2. Amazon Ungating & Marketplace Authorisation Refund Policy

SKINZA supplies genuine, 100% branded Korean beauty and skincare products to businesses selling through online marketplaces, including Amazon.

We understand that some customers purchase products specifically to apply for Amazon brand or category approval (commonly known as ungating).

However, Amazon independently reviews all applications and makes its own approval decisions. SKINZA cannot guarantee that Amazon will approve an ungating application, even when genuine products and supporting commercial documentation have been supplied.

To ensure transparency, the following conditions apply to wholesale orders placed specifically for Amazon ungating purposes.

A. Amazon Application Rejection

If Amazon rejects your brand or category approval application, you must provide the following evidence to SKINZA:

  1. Amazon Rejection Email: An official email or notification from Amazon confirming that your application has been rejected.

  2. Amazon Store Name: The name of your Amazon seller store associated with the application.

  3. Application Status Screenshot: A clear screenshot from Amazon Seller Central showing the application status and rejection.

All three items must be provided for SKINZA to assess your refund request.

B. Business Verification

Before considering a refund, SKINZA reserves the right to review relevant business information, including:

  • Company registration details.

  • Company director information.

  • Business operating history.

  • Amazon seller account details.

  • Consistency between the customer’s business information and the submitted application.

This verification is intended to establish that the application relates to the purchasing business and that the refund request is genuine.

C. Products Held Pending Amazon Approval

Where agreed in advance, SKINZA may hold the purchased products at its warehouse while the customer completes the Amazon ungating application.

If Amazon approves the application, SKINZA will arrange dispatch of the products once the outstanding payment and delivery arrangements have been completed.

Customers should keep SKINZA informed of their application progress.

D. Refund Eligibility Following Amazon Rejection

If Amazon rejects an application, a refund may be considered following review of the submitted evidence and business verification.

However, refunds are not automatic.

Refund eligibility will depend on factors including:

  • Whether the order consists of products from a single brand.

  • Whether the selected products or brands could potentially be listed and sold by SKINZA through its own sales channels.

  • The nature of the Amazon rejection.

  • The supporting evidence provided.

  • The circumstances of the individual order.

SKINZA will assess each request individually and confirm whether it qualifies for a refund.

E. Missing or Incomplete Evidence

If the customer does not provide the Amazon rejection email, Amazon store name and application-status screenshot, the refund request will not qualify under this Amazon-specific refund arrangement.

In such circumstances, SKINZA will proceed with the original wholesale order and arrange dispatch of the purchased products, subject to the agreed payment and delivery terms.

F. Amazon Refund Processing Fee

Where an Amazon ungating-related refund has been reviewed and approved, a £20 processing fee will be deducted from the approved refund amount.

The remaining eligible balance will be refunded using the original payment method where reasonably possible.

This processing fee applies only to eligible Amazon-related wholesale refunds and does not apply where a statutory refund must be provided without such a deduction.

G. Customer Responsibilities

Customers purchasing products for Amazon or other online marketplaces are responsible for:

  • Providing accurate company and seller account information.

  • Submitting genuine and unaltered documents to Amazon.

  • Following Amazon's marketplace policies and requirements.

  • Selling only genuine and authorised products.

  • Not sourcing or substituting counterfeit products from China or any other location.

  • Complying with applicable UK and marketplace requirements.

By placing an order specifically for Amazon ungating purposes, the customer acknowledges these conditions and understands that marketplace approval is determined independently by Amazon.

3. Damaged Products

If products arrive damaged during delivery, customers should notify us within 48 hours of receiving the order.

Please provide:

  • Order or invoice number.

  • Clear photographs of the damaged products.

  • Photographs of the outer packaging and shipping carton.

  • A description of the damage.

  • Details of the affected product quantities.

Our team will review the evidence and investigate the matter.

Depending on the circumstances and the outcome of our assessment, we may offer an appropriate resolution, such as a replacement, refund or another agreed solution.

The 48-hour reporting request helps us investigate promptly and does not remove or restrict any applicable statutory rights.

4. Faulty or Defective Products

If you believe that any product supplied by SKINZA is faulty or defective, please contact us as soon as reasonably possible.

Your request should include:

  • Product name and EAN, where available.

  • Order or invoice number.

  • Quantity affected.

  • Description of the issue.

  • Supporting photographs or videos, where appropriate.

  • Batch or lot number, if available.

Each case will be reviewed individually.

Following our assessment, we will discuss an appropriate resolution, which may include:

  • Replacement of affected products.

  • A refund for eligible products.

  • Another suitable remedy agreed between both parties.

Nothing in this policy excludes statutory rights or remedies that cannot legally be excluded.

5. Incorrect Products or Missing Items

If you receive products that differ from your confirmed order, or if items are missing from your delivery, please contact us within 48 hours of receipt where possible.

Please provide your invoice number, photographs of the received products and packaging, and details of the discrepancy.

We will investigate the issue against your confirmed order and arrange an appropriate resolution where the error is verified.

6. Non-Returnable Products

For approved wholesale orders, the following products will generally not be accepted for change-of-mind returns:

  • Products that have been opened or used.

  • Products with damaged, removed or tampered packaging.

  • Products returned without prior written authorisation.

  • Products damaged after delivery due to improper storage, handling or use by the customer.

  • Correctly supplied products that the customer no longer requires.

These restrictions do not apply where they would unlawfully limit a customer's statutory rights, including applicable rights relating to faulty, misdescribed or incorrectly supplied goods.

7. Return Authorisation Procedure

If you believe your order qualifies for a return, please follow these steps:

Step 1 – Contact SKINZA

Email us with your order or invoice number and explain the reason for your return request.

Step 2 – Provide Supporting Evidence

Send relevant photographs, product details and any other information requested by our team.

Step 3 – Await Assessment

Our team will review your request and confirm whether the return is approved.

Step 4 – Receive Return Instructions

If approved, we will provide the return address and instructions.

Step 5 – Return the Products

Please ensure that the approved products are securely packaged and returned in accordance with the instructions provided.

Do not send products back before receiving written authorisation.

8. Return Shipping Costs

For approved change-of-mind returns under wholesale arrangements, the customer will generally be responsible for return shipping costs, unless otherwise agreed in writing.

Where products are confirmed to have been faulty, damaged before delivery or incorrectly supplied due to an error by SKINZA, we will discuss the appropriate return or collection arrangements.

Any applicable statutory requirements regarding return costs will take priority over this policy.

9. Refund Processing

Where a refund has been approved, the refund amount and processing arrangements will be confirmed with the customer.

Refunds will generally be issued using the original payment method, where reasonably possible.

The refund amount will depend on the circumstances of the case and the products affected.

Where a replacement has been agreed instead of a refund, we will confirm the replacement arrangements separately.

10. Order Cancellation Policy

We understand that business requirements can change.

Customers wishing to cancel a wholesale order should contact SKINZA as soon as possible.

Cancellation requests may be considered where:

  • The order has not yet been placed with the relevant supplier.

  • Order processing has not commenced.

  • Products have not already been allocated or prepared specifically for the order.

Cancellation requests are subject to review and written approval by SKINZA.

Once supplier ordering or order processing has commenced, cancellation may no longer be possible, particularly where products have been specially sourced or committed for the customer.

Any cancellation charges or deductions will be explained where applicable and must be legally permissible.

This section does not restrict any statutory cancellation rights available to individual consumers.

11. Wholesale Business-to-Business (B2B) Orders

SKINZA primarily operates as a wholesale supplier to registered businesses, retailers, distributors and marketplace sellers.

For genuine B2B transactions:

  • Returns of correctly supplied goods are subject to the agreed wholesale terms.

  • Change-of-mind returns are not automatically accepted.

  • Return requests require prior written approval.

  • Faulty, damaged or incorrectly supplied goods are assessed individually.

  • Amazon ungating-related refund requests are assessed under Section 2.

  • Contractual and applicable statutory business rights remain in place.

Business customers should inspect their deliveries promptly and report any issues as soon as reasonably possible.

12. Consumer Rights – Individual Customers

Although SKINZA's wholesale services are intended for business customers, UK consumer protection legislation may apply where an individual purchases goods as a consumer rather than for business purposes.

Where a purchase qualifies as a consumer transaction, statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 may apply.

These may include:

  • The right to cancel qualifying online or distance purchases within 14 days of receiving the goods, subject to statutory exceptions.

  • The right to reject faulty goods within the applicable statutory period.

  • The right to a repair, replacement, refund or other remedy where legally applicable.

  • Protection where goods are not as described, are not of satisfactory quality or are not fit for their intended purpose.

Our requirement for prior return approval, Amazon-specific refund conditions and wholesale reporting procedures do not remove or restrict applicable statutory consumer rights.

Where a statutory consumer right applies, it will take priority over any conflicting provision in this policy.

13. Contact Us

For return requests, refund enquiries, Amazon ungating-related refund applications, damaged deliveries or cancellation requests, please contact us salesteam@skinza.co.uk  or through the contact details provided on our website.

Please include your order or invoice number in all correspondence so that we can assist you efficiently.

SKINZA Wholesale

Website: https://skinza.co.uk/

We appreciate your understanding and continued business.