Returns & Complaints

Returns & Complaints

Would you like to return a product or report an issue with a delivery? No problem – we're happy to help.

To ensure that we can process your return as quickly as possible, please observe the following information.

1) Return Period & Complaints

  • Incorrect Delivery / Defective Items: Please inspect your goods immediately upon receipt. Complaints must be reported within 5 business days in accordance with our Terms and Conditions.

  • Voluntary Returns: We also grant you a return period of 14 days from the date of receipt for items you no longer need (provided they are not excluded from return or exchange). The date of the postmark shall be decisive.

2) Excluded from the Right of Return

For hygiene reasons and to ensure product quality, we cannot accept returns of the following items, or only if the packaging remains unopened and any seal is intact:

  • Tattoo Machines: Machines that have already been put into operation (except in warranty cases).

  • Sterile Products: Needles and needle cartridges (including unopened boxes, as the proper storage chain can no longer be fully guaranteed after shipment).

  • Inks & Liquids: Tattoo inks, thinners, tattoo finish products, disinfectants, and soaps.

  • Hygiene Products: Gloves, masks, protective covers, table covers, and workstation protection sheets.

  • Consumables: Ink caps, pens, markers, and adhesive tapes.

Returns are generally excluded in the following cases:

  • Used or damaged items.

  • Missing original packaging or damaged original seal.

  • Incomplete accessories.

3) Refunds

Once we have received and inspected your return, we will refund the amount using the original payment method:

  • TWINT / Credit Card / PayPal: Direct refund to your account.

  • Invoice / Advance Payment: Please include your bank details (IBAN) with the parcel so that we can process the bank transfer refund.

Important

For products returned in a condition other than their original state (e.g. with damaged outer packaging), we reserve the right to deduct at least 20% of the product value from the refund.

If an item is no longer in a resalable condition, a refund may be refused.

4) Shipping Costs

  • The cost of returning goods is borne by the sender. Please ensure that the parcel is sufficiently prepaid.

  • Exception: SkinTools will cover the return shipping costs if we delivered the wrong item or if the goods arrived damaged (provided the issue is reported within 5 business days).

5) How to Proceed

  1. Notification: Please notify us of your return by email at: service@skintools.ch

  2. Enclosure: Please make sure to include a copy of the invoice with the parcel.

  3. Shipping: Carefully pack the goods and send them to:
    SkinTools AG
    Staldenhof 13
    6014 Lucerne
    Switzerland

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We cannot accept any liability for loss or damage that occurs during the return shipment. We therefore recommend using a shipping service that provides parcel tracking.

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