Refund policy

Refund & Warranty Policy

Last Modified: July 2, 2025

At Scrachee, we believe every skin story is unique, and adapting to new products can be a delicate process. We’re committed to making your experience as positive and worry-free as possible. Please review the details of our policies below.

E-Books

Due to the immediate and permanent access to our e-books upon purchase, these are non-refundable. Please review product details before purchasing. If you experience any technical issues accessing your download, please contact us at support@scrachee.com and we will gladly assist.

30-Day Product Warranty

We stand behind the nurturing power of Scrachee. If your product does not meet your expectations for any reason — including dissatisfaction, an adverse reaction, or shipping damage — please reach out within 30 days of delivery. We offer:

  • Refund: A refund of your product cost if you feel the product did not meet your skincare needs.

  • Store Credit: If you’d like to try a different Scrachee product, we can provide store credit equal to your original product cost.

  • Adverse Reaction: Your safety is our priority. If you experience irritation or any other concerning reaction, please discontinue use immediately and contact us for a full product refund.

  • Damaged in Transit: If your order arrives damaged, we will offer a refund or replacement product, depending on your preference.

No Returns Necessary

For hygiene and safety reasons, we do not require product returns. We’d rather you focus on your healing journey than worry about shipping a product back.

Please note: Shipping costs are non-refundable, as shipping services are completed upon dispatch.

To initiate a refund or store credit, contact us at support@scrachee.com within 30 days of receiving your order.

Missing Packages

We prioritize timely and secure delivery. If tracking shows your package as delivered but you cannot locate it, please follow these steps:

  1. Check around your home and with neighbors or household members, as packages are sometimes placed in discreet areas.

  2. Allow 24–48 hours, as couriers may mark a package delivered prematurely.

  3. If still missing, please contact the delivery carrier with your tracking number for further investigation.

If the carrier confirms the package was lost or misdelivered, please reach out to us. We will review the claim and, depending on the circumstances, may issue a refund or replacement.

If tracking confirms delivery and there is no indication of mishandling by us or the carrier, we may be unable to offer a refund or replacement, but will do our best to support you through the claim process.

Important: Please ensure your shipping address is accurate at checkout. We cannot be held responsible for orders sent to incorrect addresses provided by the customer.

International Orders (UK & Canada)

We proudly ship to the UK and Canada. Due to the costs and complexity of international shipping, please note:

  • If your order is lost or does not arrive, we will refund the product cost but cannot refund shipping costs or send a replacement.

  • If customs returns your package to us, we will refund the product cost upon receiving the returned parcel, but cannot refund shipping fees.

  • We recommend monitoring tracking updates closely and contacting your local postal service for any customs or delivery delays.

By placing an international order, you acknowledge and accept these terms.

Authorized Distributor Policy

We partner with trusted distributors who purchase directly from us. Please note:

  • Orders placed through authorized distributors are governed by the distributor’s own terms and policies. Scrachee cannot resolve or intervene in issues such as missing packages, returns, or customer service requests related to these purchases.

  • Purchases through unauthorized sellers may risk counterfeit or expired products, which could compromise safety. We recommend purchasing directly from our website or from linked, verified distributors to guarantee authenticity.

Policy Updates

Our policies may change from time to time. Please review this page periodically for any updates.

For any questions, reach out to us at support@scrachee.com. We’re here to support your skincare journey with care and clarity.