Refund Policy

Last Updated: November 21, 2025

Thank you for shopping with Olyss Skin, operated by Startgate Labs Inc.. We are committed to offering high-quality skincare products and excellent customer service. This Refund & Return Policy explains your rights and obligations when requesting a return, replacement, or refund.

By placing an order on olyss-skin.com, you agree to the terms below.

1. Eligibility for Returns

To be eligible for a return or refund, the following conditions must be met:

  • The request is made within 30 days of receiving your order.

  • The product is unused, unopened, and in its original packaging.

  • Proof of purchase (order number or receipt) is provided.

Non-Eligible Items

We cannot accept returns for:

  • Used or opened skincare products (for hygiene and safety reasons)

  • Final sale or clearance items

  • Gift cards

  • Items returned without prior authorization

2. Damaged, Defective, or Incorrect Items

If you received:

  • a damaged item,

  • a defective item,

  • or the wrong product,

please contact us within 7 days of delivery at support@olyss-skin.com with:

  • your order number,

  • a description of the issue,

  • and photos of the item and packaging.

We will replace the item at no cost or issue a full refund.

3. Refund Process

Once your return request is approved:

  1. You will receive return instructions by email.

  2. The item must be shipped back in its original packaging.

  3. After we receive and inspect the returned product, we will notify you.

  4. If approved, the refund will be issued to your original method of payment.

Processing Time

Refunds may take 5–10 business days to appear in your account, depending on your bank or payment provider.

4. Return Shipping Costs

Unless the item is defective, damaged, or incorrect:

  • Customers are responsible for the cost of return shipping.

  • Shipping fees are non-refundable.

5. Order Cancellations

You may request a cancellation within 12 hours of placing your order. If the order has already been processed or shipped, cancellation may not be possible.

If cancellation is not possible, you may still proceed with a return once the item is delivered (following the conditions above).

6. Lost or Missing Packages

If your tracking number shows "delivered" but you did not receive your package, please contact the carrier directly first.

If the issue is not resolved, contact us at support@olyss-skin.com and we will assist you.

Please note that we are not responsible for:

  • incorrect shipping addresses provided by the customer,

  • stolen packages after delivery.

7. Exchanges

We do not offer traditional exchanges. If you wish to replace an item:

  • Request a refund for the original product,

  • Then place a new order for the item you want.

8. International Orders

International customers are responsible for:

  • customs fees,

  • import taxes,

  • duties,

  • and return shipping costs.

These fees are non-refundable.

9. Contact Us

If you have any questions about returns or refunds, please contact us at:

Olyss Skin / Startgate Labs Inc.
Email: support@olyss-skin.com
Address: 254 Chapman Rd, Ste 208 #25760, Newark, Delaware 19702, United States