Refund policy

Returns and Refunds Policy

Last updated: 1 May 2026

HBSKN — Hebi Skin (developed and manufactured by KYRIAN Lab S.r.l., VAT no. 09079690724) offers its customers a returns policy that combines the legal rights granted under European law with an additional commercial guarantee that lets you try our products risk-free.

A · Statutory right of withdrawal (14 days — EU)

Pursuant to Articles 52–58 of Legislative Decree 206/2005 (Italian Consumer Code) and in implementation of EU Directive 2011/83, you have the right to withdraw from the contract without giving any reason within 14 days of physically receiving your order.

Conditions:

  • The product must be sealed and unopened. Opened cosmetics are excluded from the statutory right of withdrawal under Art. 59(1)(e), for reasons of health and hygiene. If you have opened the product, see the commercial guarantee under section B.
  • The original packaging must be intact.
  • Proof of purchase (order number or invoice) must be available.

How to exercise your right of withdrawal:

  1. Complete the standard withdrawal form at the bottom of this page or send a simple written notice to supporto@hebiskin.com within 14 days of receipt.
  2. State in your message: name, order number and the products for which you are exercising your right of withdrawal.
  3. Our Customer Service team will reply by email, providing the physical address to which the return should be sent along with all the practical instructions.
  4. Ship the parcel within 14 days of our notice. The cost of return shipping is borne by you, unless otherwise agreed in writing.

Refund:

Once we have received and inspected the parcel, you will receive a confirmation email. The full refund (products + initial shipping, excluding any premium delivery costs) will be issued within 14 days of receiving the return, to the same payment method used for the order. The time for the credit to appear on your card depends on your bank: typically 3–10 working days after the refund is initiated.

B · “100% Satisfaction Guaranteed or Refunded” commercial guarantee (30 days)

In addition to the statutory right of withdrawal, HBSKN offers its own commercial guarantee that lets you try the products risk-free.

Conditions:

  • You have 30 days from receipt of your order to request a full refund.
  • The guarantee applies even to products that have been opened and tested, provided that the returned bottle contains at least 50% of the original product (to prevent abuse).
  • The cost of return shipping is borne by HBSKN — you will receive a prepaid label by email.

How to activate it:

  1. Send an email to supporto@hebiskin.com stating your order number and — if you would like to help us improve — the reason for your dissatisfaction.
  2. Customer Service will reply within 24 working hours, providing the shipping address and the prepaid label.
  3. Once the return has been received and verified, HBSKN refunds the full amount paid (products + shipping) to the original payment method, within 14 working days.

HBSKN reserves the right to refuse the guarantee in cases of clearly fraudulent behaviour or repeated abuse by the same customer.

C · Damaged or faulty products

Always inspect the parcel on delivery. If you receive a damaged, faulty or incorrect product, contact us within 48 hours of receipt at supporto@hebiskin.com, attaching:

  • Order number
  • Photo of the product and the packaging
  • Description of the problem

We will resolve the matter with a free replacement or full refund (your choice), without you having to send anything back.

D · Exchanges

To receive a different product from the one ordered, the quickest way is to:

  1. Return the product following Track A or B.
  2. Place a separate new order.

This way the new item is dispatched immediately, without waiting for the refund of the first one to be completed.

E · Exceptions and non-returnable products

The following cannot be returned or refunded:

  • Digital and physical gift cards (in line with standard commercial practice)
  • Personalised products made to the customer's specific request
  • Opened cosmetics for the purposes of the statutory right of withdrawal (Art. 59 Legislative Decree 206/2005), but they are covered by the commercial guarantee under section B down to 50% of the remaining product

Discounted or promotional products enjoy the same rights as full-price products, without any exception.

F · Standard withdrawal form {#modulo-recesso}

Annex I-B to Legislative Decree 21/2014. Complete and return only if you wish to withdraw from the contract.

To: HBSKN — Hebi Skin (KYRIAN Lab S.r.l.)
Email: supporto@hebiskin.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:

Ordered on ____________ / received on: ____________
Name of consumer(s): ____________
Address of consumer(s): ____________
Signature of consumer(s) (only if on paper): ____________
Date: ____________

 

G · Statutory rights and place of jurisdiction

Nothing in this policy limits the rights granted to you as a consumer under Italian and European law. For any dispute not settled amicably, the consumer's court of jurisdiction (the customer's place of residence or domicile) shall have jurisdiction.

For the out-of-court online resolution of disputes, you may turn to the European Commission's ODR platform: https://ec.europa.eu/consumers/odr

H · Contact