Refund policy

Refund and Return Policy

We at The Kate Clinic are committed to providing high-quality medical-grade skincare products. Due to the nature of our products and to maintain strict quality and hygiene standards, all sales are considered final.

7-Day Defective Item Policy

We have a 7-day policy specifically for items that are found to be defective or damaged upon arrival. This means you have 7 days after receiving your item to notify us if it is defective and request a resolution.

Defective or Damaged Products Only

The only exception to our Final Sale policy is if the item is defective, damaged, or if you receive the wrong item.

To be eligible for a return or replacement under this policy, you must provide:

  • Clear photo or video evidence of the defect or damage.

  • The receipt or proof of purchase.

To start a return for a defective item, please contact us immediately at thekateclinic@outlook.com.

Please Note: Items sent back to us without first requesting a return and receiving our approval will not be accepted.

Exceptions / Non-Returnable Items (Final Sale)

All skincare products and personal care goods are considered Final Sale.

Due to health, hygiene, and product integrity reasons, we cannot accept returns for:

  • Any item that has been used, opened, or removed from its original packaging (unless defective).

  • Buyer's remorse or changes in personal preference regarding color, texture, or scent.

  • Products related to skin reactions, as individual results and tolerances can vary widely. We highly recommend consulting with a professional before purchase.

  • Sale items or gift cards.

Damages and Issues

Please inspect your order immediately upon reception and contact us at thekateclinic@outlook.com right away if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and work to send you a replacement or issue a refund if the item is confirmed to be defective.

Refunds (Defective Items Only)

We will notify you once we’ve received, inspected, and confirmed the item is defective. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your refund, please contact us at thekateclinic@outlook.com.